Tyrepower has raced to a second consecutive Most Satisfied Customers Award for car tyre retailers, so we caught up with Chief Executive Officer David Wilson to find out what the company’s winning formula is – and some general tips on buying new tyres.
With more than 200 stores across Australia, Tyrepower received five-star ratings in six out of eight research categories, including overall satisfaction and the biggest driver of customer satisfaction – point of sale service.
Q: One of the many things our Tyrepower customer survey respondents liked was your point of sale service. What training do your staff do to provide great service to customers?
A: The first thing to acknowledge here is the importance that Tyrepower dealers place on customer service itself. Tyrepower dealers create the environment for their staff to succeed in customer service.
In addition to this, all dealers and team members have access to the Tyrepower “Tree of Knowledge” which includes a number of modules based around solid customer service principles at varying levels. The Tree of Knowledge is further supported by regular training workshops and our partnership with the Western Sydney Institute. This partnership will allow for our staff to complete nationally recognised qualifications in various courses that all begin from the Tree of Knowledge.
Q: Choosing new tyres for your car can be very confusing. Do you have some general tips on what drivers should look for based on:
- Their type of vehicle? (e.g. sportscar, SUV, wagon)
- The type of driving they do? (e.g. mainly short trips in town, lots of long-distance driving)
- Any other factors they should consider?
A: Consumers need to be aware of the driving conditions that they mainly drive in, and select tyres based on these. For example, a four wheel drive enthusiast, primarily driving on dirt roads and tracks, should select tyres that meet those conditions such as all-terrain, or mud terrain, tyres. All tyres will perform adequately in normal driving conditions, being dry sealed roads, but when specific purposes come into effect, tyres need to meet those conditions. There are also many differences in passenger car tyres. Consumers should be aware of how they drive their vehicles:
- Do they like to drive in a more sporty fashion requiring greater levels of grip?
- Are they concerned with tyre noise ? Looking for a very quiet tyre?
- Is fuel economy an issue?, if so tyres with a low rolling resistance should be considered.
Speaking with your local Tyrepower owner/operator who knows the conditions you drive in, is one great way of understanding the tyres you need to best match your vehicle.
Q: When it comes to buying tyres, is the most expensive option always the best?
A: The most expensive option of tyre is not necessarily the best tyre for your vehicle. There are criteria that you and your local Tyrepower owner/operator should discuss, for instance:
- What type of driving do I do? [Do I drive in wet or dry areas? Do I drive around the city or country?]
- Perhaps a lot of dirt road, bush track or outback driving is needed, do these tyres meet that need?
- What do I want out of these tyres?
- Do I want more grip for sportier driving?
- Do I need better fuel economy?
- What is my budget?
- Are my current tyres too noisy?
- Puncture resistance
- Dry and wet weather braking
- Dry and wet weather cornering
- Speed ratings and load indexes of tyres should always be checked to ensure that they meet road worthiness conditions.
- Should I consider bigger wheels and tyres?
- How often do will I require a wheel alignment and tyre balancing?
Q: In our recent survey of 1,648 drivers, almost half (48%) admitted that they delay buying new tyres as long as possible. In general terms, how long should you expect a set of tyres to last?
A: Unfortunately this question is a difficult one to answer! A tyre that grips well might only last 10,000 kilometres, while a tyre with a harder rubber compound will last longer. Conditions of where you live and drive, how your drive and the vehicle you have, will heavily influence the life of your tyres.
There are also the issues of noise, and of wet weather performance. The key to getting good life out of your tyres, and buying the best tyres for your needs, is to treat the tyres like you treat the rest of the car. You must remember that the only thing holding you on the road is the very small “contact patch” where your tyre meets the road. If you have your car serviced every 10,000 kilometres, then as a minimum have your tyres looked at and rotated at the same service intervals.
Regular wheel alignment and air pressure checks help prolong the life of your tyres and help avoid adverse wear due to too low or too high air pressures. Tyrepower developed a Customer Service Passport, to remind drivers to have their tyres checked at regular intervals and provides more tips on how to decrease your tyre wear. In fact the first check is free!