Townsend Tire completes extensive expansion - Dec. 6, 2018
BY DENNY SCOTT
The recent, significant renovations at M.G.M. Townsend Tire outside of Londesborough have had one focus above all else: providing a more complete customer service.
Co-owner Matt Townsend told The Citizen that he and his employees were discovering and diagnosing problems they couldn’t deal with in house.
“We were spending time diagnosing issues that we couldn’t fix,” he said. “We didn’t feel that was the way to service our customers.”
With several new bays and new employees, the business can now offer full mechanical services, oil changes while customers wait and full alignment services, which Townsend said was a very big addition to the company.
“We’ve brought on John Sinclair, an alignment specialist with 35 years of experience,” he said. “We’ve also added mechanics Larry Dolmage and David Haney of the Seaforth area as mechanics to the team.”
The expansion, which also includes a much larger reception area, has been a development that Townsend has been considering for a very long time, he said, but the project couldn’t be tackled until last year. However, with the International Plowing Match being held in Walton, he said he and his family felt the changes could wait another year.
The Townsend family was heavily involved in the event, with members heading committees or volunteering in other capacities.
Aside from offering a more complete service to its customers, Townsend said the change was aimed at two key demographics: women and customers who need an accessible site.
Townsend explained that he wanted to have the first fully-accessible automotive service location in Huron County, which makes sense, as his sister Charlene O’Reilly was in charge of the accessibility committee at last year’s IPM in Walton.
“We wanted to be proactive instead of reactive with the upcoming accessibility changes to the building code,” Townsend said.
According to some market research, 60 per cent of M.G.M. Townsend Tire’s customers are female, Townsend said, so the new reception area will offer a different experience than the previous reception area of the business.
“We won’t have tires in the reception area,” Townsend said. “We’ve discovered that our female customers don’t want to see those kinds of things, and we want to focus more on providing a comfortable experience. If people want to see tires, we can always take them outside and show them.”
The previous reception and office area has been completely reworked, Townsend explained, providing a much larger lunch room for staff as well as a private changing/locker room.
One of the hallmarks of the business, the gigantic white board that showed upcoming appointments, is also done away with, Townsend said, in favour of a digital solution. He said that, while the company has had the ability to digitally schedule people for years, there wasn’t a need. The old board, however, only worked for two bays. With the big expansion to the company, however, it just didn’t suffice.
The company will have a grand opening in the new year, Townsend said, as there are still some aspects of the project that haven’t been finished.
For more information, visit www.townsendtire.ca.