Independent workshops are the beating heart of the automotive service world. Each one is unique, but they share a common challenge: ensuring that every customer who walks through the door feels welcome, respected, and understood. Castrol’s recent global study, The Road to Inclusive Workshops, offers valuable insights into how shops can meet that challenge, particularly when it comes to creating positive experiences for women customers—while keeping inclusivity broad enough to benefit everyone.
Why Inclusivity Matters in the Bay and Beyond
Castrol’s research, conducted across seven countries in 2021, found that women often face barriers when visiting workshops, ranging from unclear communication to environments that feel uninviting. Those barriers don’t just affect comfort—they can erode trust and discourage repeat business.
But the benefits of inclusivity extend beyond women customers. A tidy, well-lit reception area, clear signage, respectful staff communication, and fair treatment are things every customer appreciates. By focusing on women’s experiences, workshops have a roadmap to elevate service standards for all.
Five Stops on the Inclusive Workshop Journey
Castrol’s report highlights five critical points along the customer journey where workshops can make meaningful improvements:
- Arrival – Clear signage, safe parking, and transparent expectations set the tone.
- Entering the Workshop – A bright, tidy reception, welcoming staff, and visible diversity in technician and leadership roles demonstrate commitment to inclusivity.
- Vehicle Repairs – Open communication, taking time to explain work without jargon, and inviting questions help reduce intimidation.
- Service Completion – Respectful conversations about costs, timelines, and next steps build trust.
- Post-Service Engagement – Following up with customers, asking for feedback, and offering ongoing support keeps relationships strong.
Each of these “stops” may seem small, but together they transform the workshop experience from intimidating to empowering.
Inclusivity as a Global Standard
Because Castrol’s research spanned markets from the United States to Malaysia, the message is clear: inclusivity isn’t a regional issue—it’s a global priority. While cultural nuances vary, the universal desire for respect, clarity, and trust holds true everywhere.
For international workshops, this means that adopting inclusive practices isn’t just about customer satisfaction. It’s about positioning your business as a modern, forward-looking shop that values people as much as vehicles.
Where to Begin
- Train your team on inclusive communication strategies.
- Audit your space for accessibility, cleanliness, and comfort.
- Diversify your staff where possible, and highlight women in technical and leadership roles.
- Invite feedback from women customers and act on it.
By taking these steps, workshops can align with the recommendations in Castrol’s The Road to Inclusive Workshops report and demonstrate that inclusivity is more than a talking point—it’s a business practice.
Driving Change Together
AskPatty.com has long championed the message that women are not a “niche” in the automotive world—they are the majority of vehicle owners and decision-makers. Castrol’s findings reaffirm that when workshops put inclusivity at the center of their operations, everyone wins: women feel respected, all customers experience better service, and businesses build stronger reputations and customer loyalty.
The road to inclusive workshops is one we can travel together. With every stop—arrival, service, and beyond—we’re not just fixing cars. We’re building trust.