Tekmetric Named Leader 9 Times in G2's 2023 Fall Spotlight

When it comes to efficiency in an auto repair shop, a technician’s expertise and performance are paramount. The service advisor might be the face who interacts directly with vehicle owners, but technicians are the eyes and ears – the “pistons” – that run the whole system. As a technician, your ability to complete your day-to-day jobs efficiently and effectively is crucial to the shop’s overall performance.

Using data can help you maximize your own profitability as well as the shop’s. From identifying the problem to performing the diagnosis and completing the repair, data can significantly elevate your performance. Simply put, when you accurately and comprehensively leverage the data available through a system like Tekmetric at every step of a repair, you are going to perform more efficiently – to the benefit of the shop and your own career.

Concern: Ensure accuracy with data to identify the problem

When a vehicle is brought in with an initial concern, data can help you better respond to the customer’s needs communicated by the service advisor. By intentionally reviewing the data collected by the service advisor, you can better understand the reason the customer has brought the vehicle in for repair and ensure your diagnosis can uncover the true cause of the problem.

With Tekmetric, your job board and all the data it includes is your key to success. In fact, you can consider it your “digital clipboard,” as it includes all the details you need in one place. The job board shows approved estimates as well as completed work – so it’s your window into how efficiently you are addressing customer concerns, bottlenecks in the repair process and more. This tool enables you to follow up on questions or additional details so your service advisor can communicate with the customer. This in turn drives efficiency within the shop as you can ensure the customer’s concern is addressed promptly and correctly.

‍Cause: Utilize digital tools to make the correct diagnosis

Once a problem has been identified, you can also leverage data via digital vehicle inspections (DVIs) to document diagnoses and show the exact cause of the problem. This includes making thorough notes, including photos and videos and showcasing other issues you find that could need additional repairs. By leveraging digital tools to complete thorough inspections, you can become a diagnostic wizard, solving problems faster and more efficiently. This not only translates to happier customers who get their cars back sooner, but also lets you sell more work, boosting your productivity and earning potential.

The most important part of the digital vehicle inspection is clear photos and videos. By including the right number of photos in your inspection, you can educate your customer on their vehicle’s performance. However, be sure not to overwhelm the customer with information. Tekmetric has found that 6-8 photos on average is the sweet spot, although this may change with your customer base. 

A detailed DVI complete with photos allows the customer to review and approve the jobs they need the most, while planning for repairs that may come up in the future. As a result, you can educate the customer on the cause of their concern, share additional details if needed and simplify the communication process for you and the service advisor – ultimately increasing the average repair order (ARO).

Correction: Control the tempo of the shop’s workflow during repairs

Now that you have identified the problem, it’s time to complete the repair. As you work through your repair list, you can also use key metrics and information available on your job board to ensure you – and the shop overall – are working efficiently. For example, you can follow up with your service advisor on jobs you have inspected but are not approved for repairs. This helps drive the shop’s efficiency, so you can complete the work and get the car out of the shop to move onto the next one.

The other important aspect of the repair phase is collaborating with other technicians to better leverage each technician’s unique strengths and weaknesses. For example, if your specialty is brake replacements, you can work with your team to ensure you work on brake-related repairs. This helps streamline those repairs to you – the expert – so you can complete them faster and at a higher quality. In turn, the shop streamlines its overall processes, leading to more profit for the shop and for you.

Technicians are a critical part of a shop’s operations – but your role is not just limited to the actual repair. You can become even better in your role by using data throughout the customer experience: from the initial problem and diagnosis until the customer walks out with a fixed vehicle. In fact, utilizing data from the minute the customer walks into the shop leads to better diagnoses and more successful repairs. Learning how to use data correctly can help you perform at a higher level, ultimately increasing the profitability of the shop and growing your own paycheck.

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Today’s vehicle owners look for shops that prioritize their evolving needs, and many gravitate towards shops that take care of their entire vehicle in the most efficient manner, from the engine to the tires. As vehicle owners look for a one-stop auto repair shop, shop owners have the unique opportunity to expand their business by also selling tires. This is where Tekmetric’s Tire Suite comes in — a solution that simplifies tire management, letting you save time while leveraging the opportunity to expand your service offerings.

Tire Suite is a feature that your shop can add onto your existing Tekmetric plan. With this add-on, you have access to tire-specific features that allow you to view data specific to your tires and in turn make informed decisions to support that area of your business. By maximizing the information in Tire Suite appropriately, you can open the door to this new business stream – without losing efficiency in your shop. Here are three ways you maximize tire management in your shop:  

1. Time is money – streamline processes to maintain efficiency 

Effective shop management saves you time and money – and there are several simple ways you can apply this strategy to the tire portion of your business. For instance, with Tire Suite, you can reduce the amount of time it takes to register Department of Transportation (DOT) numbers when you sell a tire. DOT registration with Tire Suite registers DOT identification numbers electronically with the appropriate tire manufacturer via the Tiremetrix integration. In addition, you get real-time feedback when entering a DOT number in the system to ensure the validity and recall status of the tire.

Instead of having to worry about compliance or losing hours of time to DOT# entry, your service advisors can gain time back with Tire Suite’s automated registration process. Typically, DOT number registration is a manual task, and the time it takes to enter each number can add up to hours of labor time depending on your shop’s sales. Tekmetric’s Tire Suite allows your service advisors to spend less time entering information and more time with the customer.  By streamlining manual processes like DOT registration, your shop can handle more work in less time and maximize profitability – all while offering a more convenient and comfortable process for vehicle owners.

2. Leverage accurate data to maximize tire shelf life

In addition to tire compliance, it is also important to set up a system where the tires are used in a timely fashion. Tire Suite allows your team to track inventory and maximize the use of available tires while also making sure tires do not sit too long on the shelf. This requires a bit of finesse, and that’s where Tire Suite comes in. Now, service writers can quickly look up all tires for preferred brands that will fit a vehicle and source them directly from inventory or add as a needed job part. 

In addition, tire fitment data allows you to access detailed tire specifications in the RO sidebar for a specific vehicle. For example, if you have a vehicle that needs staggered tires, the data will ensure you get two tires of each type rather than four of the same size. That attention to detail is made possible by leveraging tire-related data – and it can make a significant impact on growing that portion of your business.

3. Build and retain customer loyalty

Once a dealership warranty ends, 70% of customers will seek a repair shop they know they can trust and remain loyal to. Customers value convenience and comfort. When those needs are met, they are more likely to trust your shop and return to do business with you time and time again. 

Shops with the highest retention rates often make tires a part of their business because customers are looking to kill two birds with one stone. Conversely, by not selling tires, you can even hurt your retention rate. When you choose to offer tire management services and provide them in an efficient manner, you are more likely to maintain your customer retention rate because vehicle owners will have everything they need in the hands of their favorite shop.

Adding tire services to your auto repair offerings may seem daunting – but the opportunities far outweigh the challenges. When you leverage the appropriate tools for tire management, such as Tekmetric’s Tire Suite, you can maintain your shop’s efficiency and meet vehicle owners’ needs without missing a beat. The result? Happy, returning customers – and growth in your bottom line over time. 

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Hello Shop Owners, Sunil Patel, Co-Founder of Tekmetric here.

I’m writing this blog because I believe it’s both an honor and a duty to be a leader in business.

Recently, I was awarded by Houston Business Journal as a Most Admired CEO of 2020, and this got me thinking about the leadership principles that have helped me along the way and made Tekmetric what it is today.

Not only do I lead a team of great talent, but I also speak with and have the pleasure of doing business with many strong leaders, whether it be shop owners, other entrepreneurs, or even other leaders within the company.

The fact of the matter is that I wouldn’t have been able to build a robust shop management software without my team. Watching them succeed and set each other up for success is hands down the most rewarding part of my job.

It’s a privilege to work with talented and innovative individuals that make me proud each and every day.

Playing a part in helping them grow and flourish makes me feel like I have served a purpose larger than simply building a product or making money.

Inspired by the HBJ honor, I took the time to sit down and outline a few of the leadership principles that I have always relied on.

They focus on listening, learning, and recognizing everyone as an individual. I hope they help you and your team grow as people and as a unit.

1. Listen to Your Team

Good leadership relies on a strong feedback process.

Listen to your team, whether it’s an idea or how they’re feeling so that they know you care not only about their contributions but also about them as people.

Once a week, I sit down with the leaders of different departments and simply listen to how things are going. What are the current challenges they’re facing? What are some successes they’re proud of?

What do they feel they could use more support with? Giving them the room to voice their concerns, their desires, and their victories provide them with a model for being the best leader they can for the people they lead.

Even when we’re hiring new team members, we like to get input from our current team to make sure we’re considering all voices in the process.

No idea is a bad idea. Even the ideas that you never end up using still have value because they can spark other ideas, show your team a new perspective, or simply show the person who voiced them that they were included as part of the team or project.