Nick Dray, owner and founder of two independent garages in West Sussex, was among our first partners when BookMyGarage launched ten years ago. He came onboard with Smile Servicing in Portsmouth followed by his second business Hares of Sussex, based in Littlehampton, in 2019.

We asked Nick about his experiences with BookMyGarage.

BMG: What services do you offer?

ND: We offer all makes servicing and repairs for cars and light vans including electric and hybrid vehicles. We also offer additional services such as courtesy car and collection and delivery services for a small fee. All parts and labour are guaranteed for 12-months and our technicians are qualified to the minimum industry standard of Level 3 whilst our hybrid and electric technicians are trained by the Hybrid and Electric Vehicle Repair Alliance (HEVRA), the Independent Garage Association (IGA) specialist subsidiary.

BMG: Why do your customers choose Smile Servicing & Repairs and Hares of Sussex?

ND: As a family-run business, we pride ourselves on our customer-centric service and both garages are established in their areas. I think we do the small things really well consistently and that’s what brings people back time and again. Smile Servicing is also very prominently positioned at the top of one of the main roads into Portsmouth, so lots of people know of us. We have a team of 15 staff at Hares and eight at Smile. We work on the philosophy that if the teams are happy then they remain loyal to us and that filters down to the delivery of exceptional service and quality work.

BMG: What made you decide to partner BookMyGarage?

ND: When we first joined BookMyGarage with Smile Servicing 10 years ago, we were looking to further establish the business and the platform made us visible to local customers who may not have otherwise considered trying us out. The partnership with BookMyGarage topped up our local work and referrals providing a steady flow of bookings. The way we can manage appointments through the platform ourselves meant we could plan our workload ensuring we developed an excellent balance between organic custom and those who found us through BookMyGarage. Having experienced the boost to bookings with Smile, I didn’t think twice when it came to bringing Hares onboard when we acquired the business. BookMyGarage gives us a heightened presence in the digital journey which many motorists now prefer enabling us to punch above our weight in a crowded online space where alone, we would struggle to gain any cut through. Without the digital tools and expertise from BookMyGarage, both businesses would not have grown to where they are today.

BMG: How does the relationship with BookMyGarage bear fruit for your business?

ND: Around 30% of our work across both garage sites comes via BookMyGarage. We joined the Accelerate programme in 2024 when it was first launched because we were confident it would be a game changer and it has performed beyond our expectations. I pay a small commission, and those customers become ours so we can market them directly.  We have a generous loyalty scheme at both garages, so customers who book via BookMyGarage are encouraged to return. We retain 70% of customers sent to us from BookMyGarage who then book direct and we’re very proud of our review score which is 4.9/5.

In the decade that we have partnered BookMyGarage, our businesses have received a staggering 7,513 total bookings from customers unlikely to have come to us otherwise. It provides a constant flow of work alongside our referrals and local work which helps fill any gaps. The work profile generated from the platform is the straightforward, fast-turnaround MOT and routine servicing rather than complicated jobs that tends to tie up ramps which is exactly what we want.

BMG: Do you feel valued as a customer?

ND: Our 10-year tenure with BookMyGarage proves that we are more than happy with the bookings we receive. Like our garages, the organisation is a family-run business whose staff relate to the challenges we face. It’s a partnership - they listen to us and we see that our feedback is taken onboard with the continual improvements that are made. It is very apparent that the BookMyGarage team has a genuine interest in how our business is performing. It’s a two-way relationship which enables us to achieve a higher turnover and ultimately increases our profit.

As a Top Tier garage, last year I was invited to their corporate hospitality event at Goodwood Festival of Speed which was an indication as to how we are valued. BookMyGarage has been a fundamental support to both of my businesses and I look forward to seeing what we can still achieve together in the coming years.