Anayo Uzor, an architect, drives a Mercedez Benz ‘C’ Class series, which is barely a year old. But to his chagrin, by the fourth month of purchase, he became dissatisfied with the vehicle performance, prompting him to take it for check-up in an auto centre. There, it was diagonised that the injector was blocked; a situation that arose from sludge build-up. Similarly, Adekunle Tikare, a lawyer, would not forget in a hurry, the embarrassment caused him by the sudden malfunctioning of his vehicle on the Third Mainland Bridge, Lagos, recently. While on his way to the High Court for a case, his car started jerking before it finally stopped. On examination by his mechanic, it was discovered that there was a blockage of the injector nozzle caused by particles build-up. Indeed, incidents like this are regularly becoming a common feature in most vehicles, which automobile experts have attributed the quality of fuel used in vehicles. In Europe and America, especially, there are different grades of premium motor spirit, PMS, or petrol, quality, usually determined by its octane level, which are suitable for specific engine types. Research shows that most modern automobiles require high octane level fuel to deliver optimum performance. These same vehicles are imported into the country and hardly ever get the right quality grade of PMS to power them. Although automobile manufacturers claim that vehicles brought into the country are customised to suit the terrain, the problem of sludge build-up arising from fuel quality has continued to be an issue. Jerry Chukwueke, chairman, Germaine Group, agrees. In a chat with the magazine, he disclosed that 25 per cent of automobile service challenges

of customers arise from fuel issues. Chukweke’s claims may not be faulted given his over 30 years experience in automobile dealership and maintenance service. According to the Germaine Auto Centre boss, while nothing may be done to arrest the problem of fuel quality at the moment, he says that vehicle owners should cultivate a habit of avoiding their fuel level go below the quarter tank mark. This will ensure that sludge deposit remains in the fuel tank until such a time when the vehicle is serviced and the tank cleaned out. It is in this aspect, and many more, that the auto centre is taking the initiative to provide unparallel services. The company which boasts of state-of-the-art auto maintenance facilities recently completed the expansion of its service garages in its Lekki premises. Inside the Germaine centre are 200 service bays, which are strategically positioned to cater for different brands of vehicles, especially the Toyota and Kia brands. Besides, it also boasts of certified technicians, well-stocked spare parts department and a first-class customer lounge. The centre prides itself as the rallying point of the latest hi-tech diagnostic equipment and tools, as well as some of the best certified engineers and technicians in the business. The desire to provide this one-stop auto centre, Chukwueke said, did not happen by accident. For instance, the need to cater for the over 7,500 KIA brand of vehicles currently registered along the Ikoyi-Victoria Island-Lekki-Ajah corridor, and the high number of Toyota models along the same axis, has remained a major factor. With this, it is believed that the pain of driving several kilometres by people along this axis to g

axis to get a repair shop for such vehicles is over. One unique feature of the Germaine Auto Centre is that no prior appointment is needed to service a car. In addition, the centre offers free driving tutorials, medical tests like eye test, diabetes, blood pressure check, malaria test, HIV test, free breakfast and lunch, among others at the centre’s clinic located within the premises, while the customer awaits the completion of work on his or her car. Also, for busy executives who cannot afford the luxury of being without their cars during the day, the centre operates a drop off night service, an arrangement that allows vehicles to be dropped at 7pm for routine service and picked up at 6am next morning. For fleet owners, the centre also operates a mobile workshop with which it takes service to such owners in distant places. For instance, Abimbola Abiona, executive director, finance, Germaine Group, told the magazine in an earlier chat that recently its mobile workshop was deployed to Ogbomoso, Oyo State, to service the fleet of a tertiary institution. Perhaps, these services and more, contributed to the recent emergence of the company as the ‘Auto Dealer of The Year 2009’ at the recently-held Nigeria Auto Awards. The Nigeria Auto Awards, arguably Nigeria’s most prestigious awards in the automobile industry, is organised by On-Wheels magazine, Nigeria’s leading automobile magazine. The awards cover organisations and brands across the broad spectrum of the automobile industry value chain, from spare parts to heavy duty trucks. The ‘Auto Dealer of the Year’ award is rated one of the most important categories in the Nigeria Auto Awards. And for Chukwueke, the

award presents an opportunity to step up campaign for better service in sales and maintenance, in a way that can amaze its clients and prospects. The GAC boss is quick to realise that there is a need to focus even more on the internal dynamics, particularly the Germaine staff. “They must be great people in order to deliver great service. Every Germaine customer will have an amazing experience. Where we fall short, we are prepared to go back, get it right and still amaze the customer. When customers are satisfied, they are a better testimonial than paid advertâ€�, Chukwueke said. And the dividend seems to be coming almost immediately. Florence Tobi, a pastor, who brought her car to the Germaine centre for routine servicing, testified to the efficiency of the services rendered at the centre. She explained that as a first-time customer, she got hooked to the Germaine Centre due to the convenience and quality of service experienced in the past by her friends. “I am really impressed with everything here; the staff approach is also great, seeking to make us extremely relaxed and offering us free lunch. The technicians also displayed a high sense of responsibility, competence and diligence; they not only serviced my car, but also washed it inside out and they charged me just N4, 000 for everythingâ€�, Tobi said. Similarly, Chukwuemeka Okah brought his car to the centre. He confirmed that medical tests are conducted free of charge for willing customers at the clinic located within the premises. At present, the centre has dealership for three franchises: Toyota, KIA and Peugeot, although it caters for servicing such brands like Mercedez Benz cars. And there is room for improvement. â

“The way to build a strong business is to build a service delivery; we are gaining momentum by the day. For example, we have the best Kia facility in West Africa�, Chukwueke prided. Germaine Auto Centre: Rallying point of the latest hi-tech diagnostic equipment and tools Chukwueke: Building service delivery with Germaine Auto Tobi: Testifies to the efficiency of the services rendered