Halfords has launched a new customer service-focused store concept connecting its autocentre and cycling offer, which boss Graham Stapleton has hailed as “the future of Halfords”.

The new format, which has opened in Colchester, Essex, is designed to make it easier for customers to find the products and services they require across all its locations in the town.

A welcome zone has been installed in both the store and its two garages in the town, allowing customers to be informed upon arrival which part of the outlet they should visit.

Services will be available from the car park of the store in Colne View Retail Park, including tyre-fitting, dedicated electric charging and a permanently fixed canopy that customers can visit for services such as sat-nav installation. 

Virtual assistant screens are dotted throughout the store, while the new concept includes a live experience area to assist customers in learning more about the products they are interested in purchasing. There is also a test and trial area for child travel products so parents can be certain they are purchasing the right product. 

The store, which is also set to be trialled in two other locations, has added an area for customers to see Halfords technicians build their future bicycles, as well as a kids’ bike zone where children can engage with the products directly.

In the garages, located in Angorra and Brooks business parks in the town, customer engagement is also the focus, with a new service area offering a more immersive experience. Customers can see into the workshop and track the status of their vehicle on screens while they wait.

Halfords has also added a new mobile expert van dedicated to the area and expanded its electric offering,  which saw sales accelerate by 94% last year. Garage technicians can service electric cars, scooters and bikes, while Halfords mobile expert vans can offer similar services from customer’s homes.

Stapleton said: “We think of this new concept format as the future of Halfords; one where customer experience is seamlessly, consistently and conveniently executed across all locations in a town, and we are delighted to unveil it in Colchester.

“Whether it’s a roof box for the next family holiday, a bike safety check or the annual MOT, these changes make it easier than ever to find product solutions, book services and access our expert colleagues to ultimately keep our customers on the move.”

  • Get the latest stores news and galleries straight to your inbox – sign up for our weekly newsletter