Customer Interview: Billingborough Cars and Commercials

Billingborough Cars and Commercials is a third generation family business and award winning garage, which has been going since 1968. We recently caught up with this entrepreneurial enterprise to find out more about their expanding community business and how it’s adapting for a buoyant future ahead.

How did your company start?

Billingborough Cars and Commercials was started by our Grandfather Gordon Reynoldson, over 56 years ago, and started life as Billingborough Tractors and Commercials, a business repairing agricultural and commercial vehicles. As a rural area with plenty of agricultural customers, the business did well, but Gordon soon realised there was a gap in the market not just for farmers and hauliers but also for domestic vehicles and so Billingborough Cars and Commercials was born. From humble beginnings in a small workshop Gordon employed his son in law, Ian Houlden, who married his daughter Bev and together they grew the business from strength to strength. Bev is still involved in the business, but it falls to the third generation Russ and his sister Robyn who now continue to lead the business today.

In 2023, we founded our family-owned garage, Bear and Bee, bringing our service and repairs expertise to Grantham in Lincolnshire. The unique name pays tribute to our owner Bev’s late husband, Ian, affectionately known as Teddy Bear, who passed away in 2020. Our company’s pride and values are rooted in his memory. This garage will soon be coming up to its first birthday!

Founder Gordon Reynoldson with Ian Houlden

What does the business do?

When we started out in 1968 we worked mainly on tractors and commercials so we are fully equipped to deal with all agricultural vehicle diagnostics and machinery repairs including pre-MOT inspections and presenting HGVs for MOTs. We are also able to make up new hydraulic pipes.

On the car and light commercial vehicle side, we offer all the services that you’d expect from a decent independent garage such as MOTs, warranty and post-warranty servicing, and everything from topping up your screen wash to replacing your clutch.

We’ve got an electrical specialist, along with a dedicated commercial vehicle technician. We have 8 employees at Billingborough, and 5 at Bear and Bee in Grantham.

Our customers are mainly from our local area and are basically the You’s and the Me’s of the world. We’re community based garages, so we serve our local clients for all of their car repairs. Our customers know that even if they don’t have an appointment, and just have a small query, they can pop in for some advice at any time. Our mechanics are always happy to give them more details about any issues with their vehicle if they’d like it. We cover from Sleaford down to Spalding areas and all around Grantham area.

How has the business changed over the past 10 years?

The business has changed an awful lot over the past 10 years, not only from a management perspective with Russ taking over, but we have more specialist technicians, upgraded equipment, more training for technicians, and importantly, a heavy focus on customer experience, such as the introduction of a CRM system, a monthly e-newsletter and encouraging customer reviews.

Our ethos is built on delivering reliable, high quality service with integrity. We prioritise vehicle safety and compliance. Our goal is to build long term relationships with customers through trustworthy, transparent service. We’re community garages, and we want the local community to know that they can come to us for advice and decent service no matter how big or small the issue is. This philosophy had a fantastic endorsement when, in 2022, we were delighted to win Top Garage Award in the National Aftermarket Awards and later in 2023 we won the Automechanika Best Single Site Garage, before we opened up in Grantham. This year, in our first year at Grantham were so excited to win the IGA Independent Garage of the Year award 2024. These awards hopefully show our ethos and community focus is working.

How has the last year or so impacted your business?

Throughout the pandemic, we were of course classed as key workers so we stayed open to service our customers, but we were quieter than usual. With the cost of living crisis, we’re of course seeing customers wanting to get the best service possible, but also wanting to save where they can.
That being said, despite the challenges of the pandemic and economic shifts, we have evolved by diversifying in our services, ensuring we’re getting quality parts for the best price possible, engaging with the community, and maintaining a commitment to both customer service and operational improvement.

What are your current challenges?

We’ve got a few challenges at the moment, as every business always does! The first being our want for Workshop Expansion and Upgrades. With plans to improve the workshop and expand the customer waiting area, managing the logistics, costs, and potential disruptions during these upgrades is a significant task. Another is staying competitive. As more garages offer similar services, standing out in a competitive market can be difficult. Maintaining competitive pricing, exceptional service quality, and keeping up with the latest technology are crucial for staying ahead. And of course, with electric and hybrid vehicles coming into play. Ensuring the business is prepared to handle these new technologies with appropriate training and equipment is an ongoing challenge. Tackling these challenges while continuing to deliver high quality service and expanding community engagement are key to the future success of Billingborough Cars and Commercials.

What are your plans for the future?

We have some exciting developments at Billingborough Cars and Commercials! We’re working with local colleges and schools to deliver workshops aimed at students interested in the automotive trade. We’re also planning an open evening for new drivers, where we’ll teach vehicle maintenance basics. Following the success of our first car shows earlier this year, we’re making them an annual event. Additionally, we’re looking to improve our workshop facilities and expand the waiting area for our customers.

Who is your inspiration in business?

Our inspiration in business is rooted in family, our grandfather and father, who initially founded and built the business. They were not only dedicated to their craft but also committed to the values of hard work, integrity, and customer care. Watching them build the business from the ground up has shaped our own approach to how we operate today. Their determination to provide honest, high-quality service, coupled with their ability to build trust with customers, remains a guiding force for us. They showed us the importance of resilience and adapting to challenges without ever compromising on quality. Their legacy inspires us to continue pushing forward, expanding the business, and keeping those core values alive. We aim to honour their contributions by not just maintaining the business but growing it in a way that reflects the standards and dedication they instilled in us.

MD Russ Houlden and Robyn Houlden

What has been your proudest moment?

Our American Classic Car Show was truly a proud moment for us. Hosted right here at Billingborough Cars and Commercials, it brought together our customers, an incredible display of American classic cars, and a great sense of community – all in support of Cancer Research. What made it even more special was that it was held in loving memory of our late father, Ian. It felt like a full-circle moment with my children, Russell’s daughter, our grandmother, and our mother all there. It was as if every aspect of our family and the garage came together in one meaningful event.

How are you adapting for the years ahead?

At Billingborough Cars and Commercials, we’re adapting for the future by focusing on key areas. When the time comes, we plan on making technology investments by upgrading our tools and diagnostic equipment to efficiently service modern vehicles, including electric and hybrid models. Very recently we’re focussing on Workforce Development. By collaborating with local colleges and schools, we aim to inspire young talent and address the shortage of skilled mechanics through workshops and training opportunities. Just next month myself and a couple of technicians are delivering a workshop at Walton School in Grantham. As mentioned earlier, we plan to enhance the customer experience by expanding our workshop and upgrading the waiting area for greater comfort. And of course, our community engagement! Our annual car shows will continue, strengthening our community presence while supporting meaningful causes like Cancer Research.

In addition to our key areas of focus, we remain deeply committed to our core values of integrity, quality, and customer care. Our family run approach means that every customer is treated like part of our extended family, and we strive to build long lasting relationships based on trust. We are excited about the opportunities ahead and the potential for growth. Our commitment to continuous improvement and innovation will ensure that we adapt to changing market demands while maintaining the high standards that our customers have come to expect. We appreciate the support from our community, customers, and partners, which drives us to be better every day. Together, we look forward to a bright future at Billingborough Cars and Commercials, where we can continue to provide exceptional service and contribute positively to our community.

When did you begin working with Witham Group?

We’ve worked with Witham Oil since day one, so 56 years.

Which products and services do we supply to you?

Witham Group supplies all the oils we need for the cars that come in for repair at Billingborough Cars and Commercials. That can be anything from engine oils, transmission fluids, and other essential lubricants, meaning we can maintain and service vehicles to the highest standards. They have also recently installed bulk storage tanks to help improve our workshop space and cleaner and easier storage of oil.

New bulk oil storage tanks installed in the workshop

What is important to you in a supplier?

We tend to work with suppliers that provide the best for our customers. Trust and reliability are essential, as we need suppliers that consistently deliver on time to keep our operations running smoothly. While quality is crucial, we also seek competitive pricing to maintain cost effectiveness. Additionally, we look for those who prioritise environmentally friendly practices and products that align with our values.

We work with Witham Group because they offer cost effective solutions and are a local Lincolnshire business. Their team consistently goes above and beyond to meet our needs. Our account manager, Jack, is fantastic; he regularly visits to check in and ensure everything is running smoothly. The level of client care they provide is exceptional. Overall, our relationship with Witham Oil is built on a strong mutual trust and a shared commitment to quality and service.