How Automotive Shop Programs Create Great Customer Experiences

After squaring away the basics and launching your career as an automotive service writer, the next step in the process of learning how to become a service writer is to gain hands-on experience within the automotive industry.

1. Find the Right Environment To Support Your Service Writer Career

Environment will have a major impact on the potential for your career to grow, flourish and shape in new ways.

You should consider whether you’d prefer to work in an independent repair shop, auto repair franchise, or dealership environment. Each work environment has its own perks and unique culture which might affect your decision.

You may also want to consider looking for a shop that has your career growth in mind, and one that has the right foundation like a cloud-based shop management system in place.

Features like texting your customers their inspection results have revolutionized the way service writers can interact with their clients.

And there’s also the team dynamics to think about. You might ask yourself: do I want to work for a high-volume brand with a large staff and management hierarchy, or would I prefer working with a smaller crew with more of a team feel?

Asking questions about a shop’s values upfront during the interview process can help ensure the work environment is a good fit for you and save a lot of headaches down the road.

Tekmetric has remained committed to 2024 as a year filled with product innovation, providing updates that included feedback from our customers to demonstrate our commitment to a customer-centric approach as we continue to grow. From product updates and attending industry events to elevating our approach to data security, the second quarter has built on the first quarter’s momentum, leading to a vibrant first half of 2024.

Supporting Shops by Enhancing Efficiency

Tekmetric is systematically seeking opportunities to better understand the needs of shop owners and how our product can help shops run more efficiently. Building on our commitment to enhancing shop effectiveness, we focused Q2 on implementing updates that significantly bolster operational efficiency across the board.

Having the right technical team is essential, and with our latest update, shops can now assign multiple technicians to a single job, ensuring greater collaboration and efficiency. This update allows more experienced technicians to supervise staff technicians regarding more complex jobs, giving staff technicians an opportunity to experience hands-on learning. Overall, having multiple technicians on a single job improves efficiency by allowing you to align and prioritize your technician resources.

In addition to the multiple technician updates, we also released the Inventory Activity Feed. To ensure smooth operations and profitability, it's crucial to understand the flow of money. Inventory plays a necessary role in this process and with this update, shop owners now have an extra eye to spot inconsistencies in pricing and quantity. This new feature allows shops to monitor key changes made to parts inventory, identify and rectify errors and enhance operational efficiency and employee training initiatives.

As we move into Q3, we continue to strive for further updates that increase productivity within internal operations or streamline the customer experience from the first touchpoint until repair completion and beyond.

Commitment to Education and Learning Opportunities in the Industry

In an industry as complex as auto repair, there is no shortage of learning opportunities to improve your shop or learn how to incorporate customer feedback into our ongoing improvements.

At Tekmetric, we value a commitment to growing our knowledge base and sharing that with our peers at various events, whether it be in-person conferences or through webinars. Our dynamic duo John Phelps and P.J. Leslie attended WorldPac STX in Nashville, Tennessee in late April to share with repair shops key strategies to boost profits through enhanced customer experiences. Their presentation included leveraging digital tools and enhancing the digital buying experience, transforming buyer trends into revenue drivers and customer retention through excellent experiences.

From there, P.J. had two additional speaking opportunities at Thoroughbred Diesel in Winchester, Kentucky and AASPA Tools in Harrisburg, Pennsylvania in the month of May where he presented on How Customer Experience Can Change An Industry. At both events, he shared his expertise regarding digital purchasing experiences, leveraging trends for revenue growth, mastering customer retention strategies, and surpassing expectations of the CX generation. Additionally, John Phelps, made an appearance on the Changing the Industry podcast where he discussed Career Shifts and Setting Industry Standards. At Tekmetric, we believe that the desire to give and improve the lives of our customers is ultimately what will drive your business to reach its full potential.

We participated in the ASI & ASTA Summer Social in Apex, North Carolina which provided an opportunity to network and connect with shop owners and tire dealers from the area. Our participation at these events helps us better understand your needs, fueling our commitment to product innovation and excellence in customer experience.

Tekmetric also aims to support our shop owners in sharing their own insights and lessons about measuring up in today’s industry through the webinars that we host. This quarter, we hosted a webinar entitled “Confessions of A Shop Owner,” which included Travis Troy, owner of Honest Wrenches, along with Ward Myers, VP of Training and eServices at Advance Auto Parts, Gregg Rainville, SVP at Steer, and Ian Miller, Partner Manager at Tekmetric. The key points were all about defining and developing shop culture and leveraging technology to be more efficient in the auto repair space.

Prioritizing Data Security

We recently increased our benchmark in data security by earning SOC 2 Type II compliance. Tekmetric meets the five principles that are required which include: security, availability, processing integrity, confidentiality and privacy. With SOC 2 Type II compliance, we are able to keep any information that you put into Tekmetric secure, from your shop’s data to your customers’ information. This gives us more confidence that as we continue to improve the quality of Tekmetric, we are also ensuring the security of everything that is entrusted to us.

Keeping Our Foot on the Gas

As we close out the first half of the year, Tekmetric aims to use our customer-centric approach as the fuel that ignites our product innovation. Through our commitment to attending industry events and listening to customer feedback, Tekmetric meets its customers where they are, with constant plans to keep innovating and improving. We head into Q3 with our customer-obsessed mentality to continue improving and streamlining shop operations with Tekmetric.

A Note from Sunil: Why We Built Tektonic 2026

Over the years, I’ve had thousands of conversations with shop owners, advisors, and technicians across the country. No matter the size of the shop or how long you’ve been using Tekmetric, I keep hearing the same two things:

You want a place to learn from each other.
And you want deeper, hands-on Tekmetric training.

That’s exactly why we built Tektonic 2026.

If you’ve already found this page, you probably know the basics: three days in Houston, April 9-11, built for owners, advisors, and technicians from every kind of shop and every kind of system. Tektonic is about one thing — helping you get better results, faster, with practical education, shop-tested playbooks, and product training you can actually use.

Here’s a sneak peek at what we have in store, at what that really means for you and your team.

For Owners: Stop Profit from Slipping Through the Cracks

You already work hard. The question is whether every hour and every RO is actually paying you back.

Breakout: Unlock Hidden Profits Without Blowing Up What Already Works — Alex Saladna, CEO, WickedFile

‍Even well-run shops leak profit in the back office: unclaimed credits, fees that never get billed, vendor mistakes that never get caught. This session is about tightening all of that up without burning everything down and starting over.

You’ll walk away with:

• Simple audits you can run regularly to spot hidden losses
• A clear view of where profit usually disappears — and how to plug those holes
• Ways to automate repetitive tasks so more dollars stay in the business

If you’ve ever felt like your top line looks good but the bottom line doesn’t match the grind, this one’s worth circling.

Breakout: ADAS & Required Calibrations: Protect Your Shop and Your Customers — Joel Adcock, Director of Strategic Partnerships, Revv

‍Late-model vehicles roll in, ADAS is everywhere, and the liability is real. Missed calibrations aren’t just a line item you forgot to bill — they’re a safety issue and a trust issue.

You’ll walk away with:

• Clarity on when calibrations are required and how to identify them
• How to bake calibrations into your SOPs and ROs so they don’t get missed
• Practical ways to educate your team and your customers on why this matters

The goal: fix vehicles right the first time, protect your reputation, and make sure you’re charging appropriately for the work you’re already responsible for.

Breakout: Scale on Purpose, Not by Accident — Jesse Jackson & Brian Walden, Mango Automotive

‍If you’ve ever wondered how some shops jump to eight figures while you’re fighting for steady month-over-month growth, Jesse and Brian are going to walk you through the playbook they actually used.

For managers: Master the Maelstrom — Aaron Blair, Director of Operations, Alloy Automotive Partners

In the fast lane of auto service, chaos is inevitable—but profit isn’t. Aaron Blair, systems architect behind Blair and Alloy Automotive, shows how to turn daily disorder into precision workflow with tactical frameworks to control every moving part, from dispatching ROs to winning buy-in from techs and advisors.

You’ll learn how to:

• Use systems to get ahead: Build smarter workflows with dispatch boards, SOPs, and tech scoreboards to spot bottlenecks early.
• Maximize your day: Treat your calendar as a tool with time blocks for RO triage, tech coaching, and margin reviews.
• Create team consistency: Rely on huddles, checklists, and incentives so every team member stays aligned and executes to standard.
  

Also in the owner-focused track at Tektonic:

• Reporting Deep Dive: Making Sense of Tekmetric’s Dashboards
• From Invoice to Insights: Using Tekmetric to Master Shop Financials
• Love the Shop Again: Mindset Shifts to Lead, Inspire, and Grow
• Build It and They Will Come: How to Open a Shop That Stands Out, Attracts Talent, and Builds Loyalty Fast
• Powering Growth with Tekmetric Payments: From Faster Cash Flow to Customer Financing
• Running MSOs: Tools and Best Practices

For Service Advisors: Turn Conversations into Trust and Revenue

Advisors are the heartbeat of the shop. When they’re trained, supported, and set up well in the system, everything feels smoother…for you and your customers.

Breakout: Is Your Advisor Making You 100K or Losing You 100K? — Greg Bunch, Chief Officer, Transformers Institute

‍Owners and advisors will both get a lot out of this one. Greg walks through how a single advisor can swing six figures either way — and what to do about it. 

You’ll walk away with:

• A ready-to-use hiring funnel with a job ad, screening script, and one-hour audition plan
• A 90-day onboarding and training plan with daily drills and talk tracks
• A simple scorecard to track call conversion, ARO, and appointment close ratio

If you’ve ever hired an advisor on “gut feel” and hoped for the best, this session will give you a better way.

Breakout: High Impact Sales: The Words That Build Long-Term Customers — Sabrina Wilkerson, Business Performance Analyst, Elite Worldwide

‍Advisors, this one is built for you. Customers don’t just buy the work — they buy the way you explain it. Sabrina breaks down what to say, how to say it, and how to stay ethical and honest while still driving approvals.

You’ll walk away with:

• Practical ways to generate higher profits through better conversations at the counter
• Tools to build long-term trust so people come back and send their friends
• Confidence to show up as the credible expert instead of “just another shop”

These are skills you can practice in the room and use on your very next phone call.

Breakout Bundle: Tekmetric Tools That Make Every Day at the Counter Less Chaotic

‍On top of the coaching and hiring sessions, we’re going deep on the actual tools advisors live in all day. The focus is simple: fewer dropped balls, clearer priorities, better follow-up, and a system that supports your advisors instead of slowing them down.

You’ll walk away with:

• Cleaner workflows from first call to follow-up
• Better visibility into which jobs to prioritize and when
• Fewer “I thought you had it” moments between the front counter and the bay

Advisor-focused Tekmetric sessions include:

• Tekmetric Service Workflow Deep Dive
• Advisor Dashboard Training: Prioritizing the Right Jobs, Every Time
• Advisor Toolkit Jam: Quotes, Smart Jobs, Templates & Follow-Up
• Shaping the Future of Service Advisor Tools in Tekmetric

For Technicians: Build Skills, Confidence, and a Real Path Forward

Great techs want two things: the right tools and a future.

Breakout: How to Run Monster Hours — Ryan Blair, CEO and Co-Founder, Alloy Automotive Partners

As a dealer technician turned one man band shop owner, Ryan Blair averaged 500 hours a month in production. In this session, you will get a breakdown of the mindset, systems, tips, and tricks to increase your production no matter what kind of shop you are working in.

Takeaways:

• How to play the game: maximizing the relationship with the front of house
• The surprising math behind the things you didn't realize are holding your production back
• Master the mindsets and beliefs to become the number one producer in your shop

Owners: this is a great session to send your high-potential techs to if you want them thinking bigger.

Breakout: Profit in the Bay: How Techs Win with DVIs and Efficiency Tracking

‍Being a great technician isn’t just about fixing cars. It’s about seeing the payoff from the work you do. In this Tekmetric training session, we’ll connect the dots between the work in the bay and the numbers on the screen.

You’ll walk away with:

• How solid DVIs drive higher approval rates
• How photos, notes, and videos make it easy for customers to say “yes”
• How efficiency tracking shows your impact — on the shop and on your paycheck

The goal is to give techs a clear line of sight from “I turned this wrench” to “I made this much difference.”

Breakout: ON-TRACK with DIN Diagrams + VCDS 101 — Travis Ruiz, Technical Support Consultant, German Car Support

‍If VW/Audi work feels like it takes twice as long as it should, these sessions are for you.

You’ll walk away with:

• Practice finding the correct wiring diagrams and navigating service info
• A walkthrough of the VCDS interface: scans, fault codes, live data, and basic functions
• Real-world tips for using VCDS to diagnose and fix problems faster

For techs who want to sharpen their skills on European cars, this is time well spent.

For techs who want even more time in the tools:

• Tekmetric Mobile App Deep Dive: Workflow at Your Fingertips
• DVI + Mobile App End-to-End Training: Photos, Video, Notes & Approvals
• Unlocking Smarter Repairs in Tekmetric

Big-Room Moments That Shift How You Lead

On top of 50+ breakout sessions, Tektonic’s general sessions are built to stretch how you think about your business and your role in it:

• Keynote: From Mainstreet to Millionaire — Codie Sanchez, Contrarian Thinking
  Why “boring” businesses like auto repair can be the foundation of serious wealth if you build them right — and what that means for how you think about profit, risk, and opportunity in your own shop.
• Keynote: Entrepreneurship Simplified — Mike Michalowicz, Profit First
  Practical, straight-talking frameworks for building a healthier business: profit baked in from the start, cleaner cash flow, and systems that don’t fall apart every time you step away from the shop.
• Keynote: Effort Matters, Character Counts — General Robert Neller, USMC (Ret.)
  What effort and character look like on high-trust teams — and how those same principles apply when you’re leading a crew through nonstop cars, parts delays, and the pressure to deliver every day.
• Coaching Power Hour Panel: The Great Shop Coaching Showdown
  Leaders from top coaching groups tackling real shop challenges, side by side, so you can hear different approaches in one fast-paced session.
• Shop Owner Panel: What It Really Takes to Win
  From hiring and training to navigating daily chaos, this panel pulls back the curtain on what different types of high-performing shops are doing to scale, stay profitable, and keep both teams and customers thriving. You’ll hear real talk and real strategies from leaders who are living it every day, not just talking theory from a stage.

Three days in those rooms can change how you lead for the rest of the year.

Bring Your Whole Shop to Houston

Tektonic is built for your whole team:

• Owners getting clear on growth, profit, and where the business is really headed
• Advisors sharpening the conversations that build trust and drive revenue
• Technicians building skills, confidence, and a real path forward in their careers

It’s every shop, every role, under one roof, with zero gatekeeping. Wherever your shop is today — overwhelmed, growing, rebuilding, thriving — Tektonic delivers clarity, community, and practical tools to get to your next result.

Learn more about Tektonic 2026 and register your team HERE.