“If you are interested in picking up a new hobby like boating, you’ll do everything you can to learn more and more and more. Why can’t you do that with your auto repair shop?
Is it because it’s boring?
Is it because it’s not the same?
It doesn’t excite you as much as your hobby would?
If you take a second and stop to think, you’ll realize you can have any hobby in the world if you focus on your repair shop and get it to where it needs to be.
There is no waiting for the right person to walk through the door. There is no waiting for the right technician."
"It has to happen right now, today."
Tekmetric Co-CEO and Co-Founder Sunil Patel recently joined Kelsey Outram on the LIFT Your Shop Podcast to talk tech, mentorship, and transforming your auto repair business.
From medical school to law enforcement, Sunil tried his hand at a variety of fields over the years, but eventually all roads led him to founding Tekmetric with Prasanth Chilukuri in 2016.
Tekmetric quickly became the preferred shop management system in the auto repair industry.
And if you ask Sunil why, he’ll say it’s all about mindset.
If you’re a shop owner who has been feeling stuck, here are six steps you can take to shift gears.
1. Define Your Goals
“When you really set your mind to something, it subconsciously changes how you behave as a human, as a person. And you hone in on what you’re trying to accomplish and you accomplish that task.”
Here are some examples of goals you might hear people talk about in the auto repair industry:
“I want to make one million dollars in revenue this year."
“I would like to add another bay to the shop by the end of the year."
“I want to open another location in 2023.”
What do these goals all have in common? They are specific, achievable, and easy to track.
In the same way that it’s difficult to plan a vacation without having a travel destination in mind, it’s difficult to achieve a goal if you never set one in the first place.
Knowing where you want to go is the first step toward figuring out a roadmap to get there.
2. Accept That Change is Part of the Process
“Forget about the technology and software and all that for a moment, and ask yourself this: Are you happy with where you are today running your shop? And if the answer is no, then dig deeper.”
Whether your shop is looking to switch parts suppliers or invest in a new shop management system, change can be intimidating.
Many shops experience growing pains, but keeping an open mind is essential to driving your business forward.
3. Be Willing to Ask for Help
“We are just the shop management system or the tool that a repair shop uses to process the information in the repair shop. But success has to do with more than a tool. You have to have a breakthrough."
"You have to realize that there is something happening in my repair shop that I need help fixing. You have to be willing to ask for help…Really observe and listen to all the voices saying there’s a better way to run an auto repair shop.”
Tradeshows and conferences offer great networking opportunities, but you may not always be able to attend.
If you’re looking to connect with other repair shop owners and build relationships within the industry, Sunil recommends joining Facebook groups and listening to automotive industry podcasts.
4. Connect With a Mentor
“A lot goes into running an auto repair shop. It’s not just about knowing the fundamentals of running a business, but it’s the way people interact, the way you propagate information, the way you receive information, and what you do with that information. It’s the way organization or structure is designed.
There’s a lot of little nuances in dealing with people that you’re not going to get just by trial and error…I think having a mentor is really important for anything you do in life. I’m getting coaching today in running Tekmetric."
Mentors are human and chances are they’ve made some mistakes. A good mentor will ensure you don’t make the same mistakes they did.
Tek Tip: Looking for a book recommendation? Sunil recommends “The Five Dysfunctions of a Team” by Patrick Lencioni.
5. Be a Team Player
“There’s a lot of trust that goes into running a team. At Tekmetric, we don’t want to lose sight of those team dynamics as we grow and develop as a company. More than anything, we want to make sure everyone is operating with a common goal and everybody’s in sync…If even one team or one area falls out, then the whole machine breaks apart.
The goal is to try and get this machine to spin at a faster rate, slowly and incrementally by making small adjustments. We want to elevate everybody while achieving our goals together."
Tekmetric recently accepted a Silver Stevie Award® at The 20th Annual American Business Awards® for Achievement in Growth. We’ve grown tremendously over the past year, and although we consistently release new features and integrations (like our first-of-its-kind OEC RepairLink integration, our team player mindset has always stayed the same.
Tek Tip: Make sure your partners are team players, too.
6. Leverage Technology
“We have a new generation of car drivers on the road that don’t want to come in and speak to somebody or pick up a phone call. They want the convenience of technology on their cell phone to look and see what’s wrong with their vehicle, approve and decline jobs, pay for the repair, and then just come and collect the vehicle.”
Shops that leverage technology have more scalability. Tekmetric offers auto repair shops a frictionless shop management experience with improved efficiency and workflow.
Having the freedom to step away from the shop and trust that everything is under control empowers shop owners to focus less on micromanaging and more on leadership. Tekmetric puts you in the driver’s seat.
In the words of Sunil:
"You have to be intentional and ready to make the change. Trust in the process. If you focus on mindset first, the business practices and success will eventually follow.”
Today, online reputation management is a key tactic top shops use to attract more customers. Online presence is often the first—and sometimes only—impression a customer has of your business. This guide will dive deep into why automotive reputation management is no longer optional, how it impacts your SEO search rankings, and the specific strategies you can use to attract more 5-star reviews.
The importance of online reviews for auto repair shops
Why do online reviews matter so much in the auto repair world? The answer is that most customers check online reviews from Google and other search engines as part of their decision-making process. In addition, online reviews impact your SEO rankings and can help you differentiate your shop from the competition. Here are some other top reasons to keep track of your reviews:
Build trust
High-quality testimonials help build trust before the customer even sets foot in your lobby. Research consistently shows that the majority of customers read online reviews before feeling they can trust a local business. For auto repair shops, positive reviews act as social proof that your shop provides quality services.
Local SEO
When a prospect searches for "oil change near me", the results they see are heavily influenced by SEO strategies. Google prioritizes businesses with a high volume of new reviews, high star ratings, and a complete, active profile. If your competitors have 200 reviews and a 4.8-star average, while you have 120 3-star reviews from 2019, Google will rank your competiton higher. Review management directly impacts your rankings, rankings impact your visibility, and visibility impacts how many customers show up to your shop.
Beating the competition
Go ahead and Google your competition. How many reviews do they have? Do they average 2-star or 5-star reviews? By focusing on auto repair reputation management, you can position your shop as the best in your area. New customers are often hesitant to try a new shop; seeing a consistent stream of positive feedback from satisfied customers lowers that risk and encourages them to stop by.
Another way to move past your competition is to leverage Google Ads. Search ads can help you boost your visibility in more competitive markets and keep your business top of mind.
Best practices for managing your shop's online reputation
Successful auto repair reputation management is a continuous project. Top performing shops have software and employees dedicated to monitoring online reviews. To stay ahead, shops need to follow best practices to maximize their online visibility.
Claim and optimize your profiles
Claim your listings in Google Business, Yelp, and Facebook. Once claimed, you can optimize your profiles by making sure your business name, address, and phone number are consistent across the web. Upload high-resolution photos of your shop, your front-desk staff, and your comfortable waiting area. A professional-looking profile sets the stage for a 5-star experience.
Use the right tools
Many shop owners utilize reputation management software to aggregate reviews into a single dashboard. This allows you to ask for reviews and respond to them in the same platform.
Tek-Tip: Overwhelmed? Tekmetric offers auto repair reputation management software that makes it easier to attract new reviews and respond to exisiting review in one platform.
Diversify your review sources
While Google reviews are often the focus of local SEO, don't ignore other platforms. Some customers prefer Yelp, while others might find you through social media. Directing a small percentage of your review requests to different platforms ensures a well-rounded online presence.
Make it a team effort
Your service advisors are the faces of your automotive brand. Train your staff on the importance of the customer experience. If your technician or service advisor is mentioned in a 5-star review, encourage that behavior by rewarding them accordingly. Make it a competition to see who can earn the most 5-star reviews in a month.
Quality control
Use customer feedback internally to improve your operations. If you notice a trend in negative feedback regarding long wait times, don't just ignore it. Use those insights to refine your workflows and teach employees.
How to respond to customer reviews
Responding to online reviews is perhaps the most critical part of review monitoring. It shows potential customers that you are attentive and care about your customers.
Responding to positive reviews
Don't just "like" a 5-star review. Take a moment to write a personalized response.
Acknowledge them by name: "Hi Sarah, thank you for the kind words!"
Highlight a specific service: "We’re glad we could get that oil change done quickly for you."
Invite them back: "We look forward to seeing you at your next service!"
These responses reinforce customer trust and encourage them to come back to your shop for service in the future.
Handling negative reviews
Negative reviews are inevitable in the any business. Parts fail, delays happen, and sometimes there are misunderstandings about pricing. The key is how you handle the negative feedback.
Stay professional: Never get defensive or angry. Remember, your response is for the future customers reading the review, not just the upset one.
Acknowledge and apologize: "We’re sorry to hear that your experience didn't meet our standards."
Move it offline: Provide a name and a phone number for them to contact directly. "We would like to make this right. Please call our manager, Jim, at [Number]."
Keep it brief: Don't get into a "he-said, she-said" battle on public forums.
Tekmetric offers a feature called private feedback where you can engage with upset customers before it goes public.
Benefits of responding
Regularly responding to reviews tells search engines and prospects that your business is active. This can provide a slight boost to your search rankings. In addition, if you successfully resolve a customer's issue mentioned in a negative review, you can ask them to go back and edit their star ratings or delete the negative feedback entirely.
How to attract more 5-Star reviews for your automotive business
Reviews can come in naturally but customers often need to be prompted to leave a review. While unhappy customers are often highly motivated to vent, satisfied customers frequently forget to share their experiences. The best performing shops have an automated way to ask for, collect, and respond to reviews.
Ask consistently
The simplest way to get more positive reviews is to ask for them. However, timing is everything. The best time to ask for a review is within 24 hours of service before customers move on and forget. A simple, "We're so glad we could get you back on the road! If you're happy with the service, would you mind leaving us a quick review?" goes a long way. Make it easy for the customer by providing a Google review button or link with your completed invoices.
Don’t forget that physical signage can be effective as well. Add a QR code or sign in your lobby asking for customers to leave a 5-star review which will enter them into a drawing for a free oil change.
Leverage SMS and automation
In the automotive industry, convenience is king. Using SMS for review requests has a significantly higher open rate than email. By integrating automation with your Shop Management System (SMS), you can trigger a text message to be sent automatically after a work order is closed. This message should include a direct link to your Google or Yelp profile, making the review process frictionless for the user.
Go the extra mile
One of the best ways to earn a 5-star automotive review is through transparency. Digital Vehicle Inspections (DVIs) allow you to send photos and videos of the needed repairs directly to the customer's phone. When a customer sees the worn-out brake pad, they feel more confident in the repair services. This transparency naturally leads to higher customer satisfaction and better reviews.
Final thoughts
Reputation management creates a natural cycle where great service leads to positive reviews, which improves your local SEO, which attracts new customers, who then leave more reviews. If managing all of this feels overwhelming, Tekmetric can help with online review management software specifically tailored for the automotive industry.
By implementing a clear reputation management strategy, utilizing automation for review collection, and staying active on social media and review sites, you ensure that your auto shop remains the top choice in your community. Remember, every satisfied customer is a potential spokesperson for your brand.
Thought Leadership
Shop Management
Auto Repair Reputation Management: The 5-Star Guide
Scaling your auto repair business requires moving beyond simple spreadsheets and paper repair orders. You need a robust shop management software that has enterprise-level features, centralized real-time reporting, and helps you provide a consistent customer experience across locations.
This guide breaks down the top enterprise software solutions for auto repair shops with 2+ locations.
Top 5 Enterprise Solutions for Shops With Multiple Locations
Finding the right software partner for your expanding shop is critical to your success. Below you will find our top overall picks for multi-shop operators (MSOs).
Multi-shop owners love Tekmetric because they can run their entire business, across all locations, from one platform. Featuring an all-in-one shop management solution with centralized real-time reporting, marketing, payments, and 70+ integrations, Tekmetric makes it easier for you to manage multiple locations. Why we picked Tekmetric:
Centralized reporting: Real-time dashboards enable you to see how each location is performing. You can track financials, employee performance, shop metrics, ARO, car count, and more.
All-in-one solution: Instead of switching between platforms, Tekmetric offers shop management, POS, and CRM in one place.
Company history: Built by a former shop owner, Tekmetric is often praised for ease of use, simple onboarding, reliable support, and listening to customer feedback.
Shop-Ware is designed to help you maintain consistency across multiple locations with unified customer history, reporting, and employee management features.
Why we picked Shop-Ware:
Reporting: Find the metrics that matter the most to your business.
Customer experience: Standardize your customer experience across locations.
Employee management: Easily compare employee productivity and manage permission levels.
Protractor is a popular shop management system for shops with multiple locations or franchises. Protractor offers advanced reporting features and shop management features so you can run your shop confidently.
Why we picked Protractor:
Reporting: Performance tracking, insights, and employee productivity monitoring.
Fullbay specializes in heavy-duty truck and trailer repair shops. Most standard shop software struggles with the complexity of fleet maintenance, but Fullbay was built for it.
Why we picked Fullbay:
Centralized inventory: Track parts and inventory across all locations.
Integrations: Fullbay has plenty of industry interrogations to keep your shop running.
If you are looking for a lighter software solution, Garage360 might be a good option for your shop. Supporting quick-lube, body/collision, and fleet, Garage360 can be used in a variety of shops.
Why we picked Garage360:
Versatile: Can be used in multiple shop types.
Permission control: Manage your employee permissions across locations.
Reporting: Pull the data you need to make informed decisions.
Pricing: Starting at $79/mo (billed annually).
Which software features should I look for when I manage multiple shops?
If you are comparing software options for your chain operations, these are the modern features to look for:
Centralized real-time reporting: Tired of trying to guess how each shop location is performing? Pick a software that can pull the data you need from any location or aggregate it across shop locations within a user-friendly dashboard.
Inventory/parts management: Tracking parts can be difficult as you expand. Find a solution that can track inventory levels and transfer parts as needed across locations.
Standardized workflows: Having standard workflows streamlines your shop operations. Select a software that can standardize your operations, prices, and procedures.
Employee permissions:Managing employee permissions is critical to ensuring the safety of your company data and holding employees accountable. Pick a software that keeps your business secure.
Single vs. Multi-Location Management: What are the differences?
Why can’t you just use a single-shop system? The difference lies in automation and control.
Standardization: In a multi-location setup, you need to ensure that technicians at every shop are following the same workflow and procedures so your customer experience is consistent.
Visibility: Single shop software may have reporting, but you need to be able to compare metrics between shops to make informed business decisions.
Security: Multi-shop software provides employee permission settings and typically comes with advanced data protection.
Pricing: Most single-shop software options will charge you per user or limit repair orders. Enterprise software will grow with you and charge based on the number of locations.
Final Thoughts
Choosing an enterprise-level auto repair shop software isn't just about features; it's about finding a partner that helps you maintain a consistent customer experience as you grow. Whether you prioritize inventory management, deep metrics, or standard procedures, ensure you find a solution that can grow with you.
Thought Leadership
Shop Management
Best Auto Repair Software for Multiple Locations (Full Guide)
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