Your Auto Repair Shop Can Close More Repairs Orders With These Features

Effective customer communication is crucial in the auto repair industry, no matter how big or small your shop may be. In fact, customer communication is at the heart of the most successful shops. However, there’s more to it than just writing a repair order or making a phone call and leveraging effective strategies for communicating can make the difference in a shop’s level of success. In this guide, we will go over qualities of great customer communication and how you can leverage digital tools like your auto repair shop management system to be a better communicator. Together, these assets can help you enhance customer loyalty and grow your shop’s bottom line.

Good communication in your shop is characterized by:

• An efficient and accurate workflow
• Understanding and fulfilling customer needs
• Creating trust and driving safety by educating customers on their vehicles

Maximizing and Streamlining Your Workflow

Good communication starts internally. Streamlining communication between your service writers and technicians is key to ensuring the customer’s needs are met in the most efficient way possible. To master this, encourage your team to leverage internal tools like your shop management system to streamline internal conversations. This can help create a more efficient communication process, allowing you to both maintain a continuous workflow and enhance your overall customer experience. Some of Tekmetric’s features to streamline workflow include: 

• Job Board. Within Tekmetric, internal and external notes can minimize the back-and-forth during a repair process. For example, internal-facing notes on a job board allow for immediate communication between your technicians and service advisors with just the click of a button. Additionally, job boards also have customizable statuses that share the state of a repair at a glance – no more chasing down a technician after your day off for a progress update. Together, these features streamline your shop’s internal communications, driving efficiency and allowing smoother behind-the-scenes operations for everyone.
• Inventory and Ordering. To help streamline the ordering process, Tekmetric includes a feature that allows the technician to find the parts that they need for the vehicle, rather than going through a service advisor. By empowering the technician to review labor times, order the correct parts and note their needs internally, this feature can reduce communication bottlenecks and enhance communication – from the technician to the service advisor, and eventually to the customer.

Meeting Customers Where They Are

The best way to reach a customer is whichever method they prefer. Some may prefer email or phone, but many people are on-the-go and also appreciate text updates. In fact, 81% of Americans text regularly, with 90% of text messages opened within the first three minutes since it was sent. Because of this, Tekmetric has built-in, two-way texting to help you make your customer experience more convenient. Whether sharing repair updates or enabling a parent to make a payment for their college student from states away, texting enables customers to reach your shop for important matters without inconveniencing themselves. This includes features like: 

• Two-way texting. With two-way texting, customers no longer have to deal with phone tag hassles and can reach the shop at the tip of their fingertips. This capability gives the customer more autonomy in the repair process, allowing a convenient way for them to ask questions, view photos or video and approve repairs.
• Text-to-pay. Payment is the final touchpoint you have with a customer. The text-to-pay feature makes this process virtually painless. Customers can pay from their office, in the evenings at home or even from miles away if they are traveling. By offering this option, you can simplify the payment process, and the customer can pick up their vehicle sooner – resulting in a happier customer and more efficiency in your shop. 

Facilitating A Culture of Trust, Safety and Education

In the auto repair industry, shops have a responsibility to ensure the safety of their customers’ vehicles. Utilizing digital tools in your shop can demonstrate your commitment to vehicle owner safety, as well as help you facilitate a culture of trust that seeks to educate the average customer about the health of their car. Some tools might include: 

• Digital vehicle inspections. DVIs provide two key qualities your customer highly values: information and benefits. A complete DVI with photos, video and clear notes gives customers the autonomy to examine the repairs your technician proposes and decide which recommendations they want to approve. It benefits your shop too: when you share eight photos or more, your ARO can actually increase because the media allows the customer to see where the vehicle needs repairs with their own eyes. With two-way texting, you can send photos directly to the customer’s phone as well, enhancing both the convenience and the level of trust they have in your shop.  
• MotoVisuals integration. One of the responsibilities of the service writer is to educate the vehicle owner on why the repair is needed for their car. With Tekmetric’s MotoVisuals integration, you can share clear, easy-to-understand animations and videos with voiceovers that talk about why a repair is important. This helps drive the vehicle owner’s confidence in the repair, creating a culture of education that ultimately drives trust and loyalty and keeps your customers coming back for more.

The Bottom Line?

Ultimately, communication is a strategic business tool that can drive efficiency and enhance your shop’s performance. By prioritizing clear, consistent and personalized interactions, you can build lasting relationships, enhance customer satisfaction and elevate your shop’s performance. Embracing digital tools and strategies like Tekmetric can empower you to optimize your communication efforts and achieve sustained growth. This commitment to maintaining a customer-first mentality is reflected in your ability to communicate both with your team and your customers and, when done effectively, can increase customer retention and lead to more profit for your shop.

The Job Board is that heads-up display within Tekmetric.

So when you're wondering what's going on with that SUV sitting in your shop's pickup lot for the last two weeks, you can see if it is awaiting customer approval or if parts are still on the way.

Within Tekmetric, Repair Orders flow through your Job Board, visually representing your shop's overall workflow in three columns: “Estimates,” “Work-In-Progress” and “Completed.” 

The idea is for service advisors, general managers, shop owners, and even Technicians, to gain a birds-eye view of everything happening in your shop with just a quick glance. Everyone is responsible for their tasks, every step of the process is accounted for, and it can all easily be tracked and managed in a simplified workflow.

We also understand that some shops may want a little extra flexibility, and maybe there’s some extra level of detail you would like represented visually on your job board. That’s where Tekmetric’s RO Labels come in.

Prasanth Chilukuri understands the challenges that shop owners face each day with gaps in their efficiency and margins, which is why he co-founded Tekmetric with Sunil Patel in 2016.

Vehicle Service Pros published some of Prasanth’s tips for strategically growing an auto repair business with a shop management system like Tekmetric.

You can access his full piece here, or check out some of the highlights below.

Balance Is Key to Making Better-Informed Business Decisions

Shop owners make countless daily decisions that affect their customers, their team, and their business.

Making good business decisions is essential to keeping everyone happy and keeping the lights on in the shop, but how do you know what the right decision is?

According to Prasanth, the key to any successful business is finding the right balance between soft skills like intuition or relationship-building and hard skills like data analysis.

Both types of skills are important, but knowing when to employ each one is the trick to making better-informed decisions and growing your business.

Intuition is useful when shop owners have to make split-second decisions and often goes hand in hand with interpersonal skills. The auto repair industry isn’t just about cars, after all; it’s about people, too.

By learning how to pick up on cues and anticipate the needs of customers, employees, and vendors, shop owners can foster long-lasting relationships that grow alongside their business.

Of course, there’s only one way to know whether your shop is truly turning a profit: look at the numbers and analyze the results. Data can support any hunches you have about the health of your business, for better or for worse, so you can plan accordingly.

But if your shop is still tied to manual methods, gathering key information about parts usage and labor costs is probably not easy or convenient.

Why Manual Methods Just Can’t Keep Up

A shop management system might not be able to make business decisions for you, but it can help shop owners make sense of their key metrics and data. According to Prasanth, looking at the cold, hard facts is essential to boost the efficiency and profitability of the shop.

The science of data might seem contrary to the art of intuition at first, but they’re more related than you might think. As Prasanth describes, data can add support to a shop owner’s intuition or observations and reveal key information that can’t necessarily be gathered from conversations with customers and employees.

Unfortunately, trying to sort through the shop’s data by hand can be exhausting and often means missing family dinners to crunch the numbers after hours. And manually calculating daily, weekly, or monthly metrics can quickly become a headache with much larger room for human error.

Without real-time reporting tools, inventory counts and gross profit can’t necessarily be trusted and will always provide an out-of-date view of your business at best.

Being tied to manual processes for data collection also means being tied to the shop and losing out on valuable face-to-face time with the customers supporting the business.

As a result, shop owners are often left making the difficult decision between nurturing their intuition and building relationships, or focusing on the data and shop profitability when both are essential to the long-term success of the business. With Tekmetric, you can do both.

Get the Full Picture With Tekmetric

Tekmetric is a shop management system that comes fully equipped with business reporting tools within a repair orders software suite.

Tekmetric tracks key performance indicators like employee efficiency, parts usage, and profitability ‘round the clock so shop owners can focus on the more high-level aspects of their business.

Real-time reports are always available with numbers that are already calculated and organized.

A bird’s eye view of the shop gives shop owners the power to tailor their business plan and strategy by:

• Adjusting parts and labor matrices to maximize margins
• Extending or removing a running promotion
• Deciding to add more people to the team
• Knowing when it’s the right time to expand the business with new bays or by opening a new location