Shop owner Judi Haglin runs Haglin Automotive by strategically monitoring her shop’s automotive metrics.
I have an Elementary Education degree from the University of Colorado Boulder (CU), and my husband, Dana, has a Saxophone Performance degree. I know, random combination, right? Well, once my husband and I graduated and we got married, I worked at a kitchen in a retirement home. After that, I got a job for a few years managing a McDonald’s.
Both of those jobs really taught me about policies and procedures, but they also helped me a ton when it comes to numbers. They helped me gain the ability to put all of that together and learn how to run my own business.
I operate Haglin Automotive by the numbers. Knowing how the business is doing on a daily basis is great. And it’s amazing when you share the things that you gain. I share my knowledge of numbers with other shops through 20 Groups so they can run their business by the numbers, too. I believe that when you get to a point and you're successful at one thing, whatever that one thing is that you do really well, share it. Share it with the world.
8 Metrics and Reports That Judi Haglin Uses To Run Her Shop
I could go on and on about how metrics and reports have helped me run our business. I could also go on and on about which specific reports have helped us get to where we are. But there are a select few that I will make a point to check weekly, if not daily.
1. Effective Labor Rate from Tekmetric’s End of Day Report
2. Labor Hour Inventory
3. Gross Profit from Tekmetric’s Profit Details Report
4. Realtime Service Writer Report
5. Customer Lead Source
6. Lifetime Visits from Tekmetric’s Customer List Report
7. One Time Visit Ratio
And finally…
8. The “Closing The Back Door” Report
We have a policy in our shop called “Closing The Back Door.”
Here’s how it works: if you have 500 new customers that have come into your shop and you’ve serviced 1,000 repeat customers, in reality you should have serviced a total of 1,500 customers for that year.
But a lot of the time it’s not 1,500 because a lot of your previous customers didn’t come back.
So, you get 500 new people in, but some of your existing customers have gone away. Maybe it’s somewhere between 900 and 1,100. It’s important to ask yourself, “How do we close that back door?” on those new and existing customers so that your total service amount for the year can be 1,500 customers.
Of course, it’s always great to say, “Yay! We have all these new customers,” but if you’re not taking care of your current customers and your new customers, then some of them won’t return.
“I believe that when you get to a point and you're successful at one thing, whatever that one thing is that you do really well, share it. Share it with the world.”
3 Tips From Judi Haglin on Closing the Back Door: 1. The biggest way to close the back door is based on your front personnel and the service they received. We make sure each service advisor focuses on value for each customer.
2. We are using the Tekmetric integration with MyShopManager for following up with customers. This has been a gamechanger for communicating with our customers. We reach out to each of our customers at least 12 times per year.
3. We have a seasonal savings card that each new customer receives. The savings card will give them $25 off a repair each quarter.
“I can access my shop from anywhere, and I can access my shop’s numbers from anywhere.”
The reason I made the switch to Tekmetric in the first place is the fact that it’s an online, cloud-based program. I can access my shop from anywhere, and I can access my shop’s numbers from anywhere.
Just yesterday, we were traveling back from our trip to Indiana to visit our daughter, and it was payroll day. We were in the middle of nowhere in Kansas and I was able to pull up all of my reports on Tekmetric in the car, on my phone.
Prior to Tekmetric, I would’ve had to stop somewhere, find a Starbucks or somewhere with Wifi, pull out my laptop, log on through another connecting software, and run the payroll that way. It would have cost me over an hour.
Now, I can access my shop anytime, anywhere, and keep an eye on the business whether I’m working from home, at a conference, at my Leading Ladies 20 Group, or on vacation.
It’s a game changer.
FAQ
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Running a repair shop takes more than turning wrenches. It’s booking appointments, reminding customers to show up, following up on declined jobs – all while keeping bays full and the front office running smoothly.
But for most shops, staying connected with customers feels like a second job. Some rely on a patchwork of booking tools, texting apps, and review platforms. Others don’t follow up at all. Either way, things slip through the cracks. The result? Missed appointments, lost revenue, and customers who never return.
That’s why we built Tekmetric Marketing.
Not another system to learn. Not another login to juggle. It’s built right into Tekmetric, the platform you already trust to run your shop. With online booking, reminders, campaigns, follow-ups, reviews, and even a professional website all in one place, Tekmetric Marketing helps you keep customers engaged and loyal automatically – without piling more work on your plate. And it’s designed so anyone on your team can use it. No marketing expertise required.
More Cars. Higher ARO. Steady Repeat Business.
Every repair order holds untapped potential. A declined brake job today can turn into tomorrow’s revenue. A routine oil change can become the start of a long-term relationship.
Tekmetric Marketing makes sure those opportunities don’t slip away. Customers can book online 24/7, filling bays while you sleep. Automated reminders cut down on no-shows and keep the calendar steady. Follow-ups on declined jobs and maintenance turn “not today” into approved work. Seasonal campaigns help you bring customers back when business slows.
And if your shop doesn’t have a website, Tekmetric can build one for you, giving customers one more way to find you, book online, and keep your bays full.
As Ryan Froats of Yorktown Auto Care put it: “As an independently-owned shop, dedicating resources towards outreach and follow-up can be challenging. Tekmetric Marketing allows me to communicate with my customer base in a variety of ways, without tying up hours of my work week.”
That’s the difference between a full schedule and an empty bay. Between a one-time job and a loyal customer.
Turn Great Service Into Lasting Loyalty
Great service doesn’t stop when the car leaves the bay. Tekmetric Marketing makes it really easy to keep the relationship going. Post-visit follow-ups that check in with customers after service, showing you care and helping you catch issues early. Review requests that boost your reputation on Google, making it easier for new customers to find and trust you. Private feedback that gives you valuable insights to improve service and address concerns before they go public
Together, these touchpoints build trust, strengthen relationships, and turn satisfied customers into loyal advocates.
One Platform. No Missed Messages.
Because Tekmetric Marketing lives inside Tekmetric, all customer communication flows through one platform – from estimates and approvals to reminders, follow-ups, and promotions. No more bouncing between systems or wondering what’s been sent. Everything is tied to the customer profile, making communication clear, consistent, and professional.
Tekmetric Marketing also works in sync with your shop’s calendar, repair orders, and payments. Bookings instantly block off availability. Reminders align with scheduled work. Everything just works without syncing headaches or double entry.
And here’s the best part: Tekmetric Marketing is designed for busy shop owners and front office staff. It’s easy to set up, runs automatically in the background, and helps you grow your business without adding more to your to-do list – or requiring a marketing degree.
As Corey Hansen of Hansen Auto Repair shared: “It’s so convenient having everything in one place, right inside Tekmetric. I already have Tekmetric open for managing the shop and invoicing, so I don’t have to switch tabs or log into something else to engage with my customers. Having it all together just makes things faster—and for me, saving time is huge.”
Auto Repair. Done Right.
Tekmetric has always been the all-in-one platform that helps shops run better — from managing repairs to taking payments. Now, with Tekmetric Marketing, it’s also the platform that helps you grow faster, keep customers loyal, and deliver a better experience at every turn.
Turn every visit into the next one. With Tekmetric Marketing, it happens automatically.
We’re proud to share that the Tekmetric Mobile App has been named a winner of the 2025 MOTOR Top 20 Award, an honor that recognizes the 20 most innovative and impactful tools and technologies shaping the automotive industry.
For decades, the MOTOR Top 20 Awards have been a benchmark for excellence, celebrating advancements that help technicians work more efficiently and shop owners operate more profitably. To be included on this list is a powerful acknowledgment of our team’s commitment to solving real challenges for repair shops
The Tekmetric Mobile App was designed to make shop management easier and more effective. By streamlining workflows, enhancing communication, and providing shop owners with the real-time insights, the app equips teams to deliver a better customer experience while running a more profitable business..
Tek-Tip: Learn more about the Tekmetric Mobile App. Now available in the Apple and Google App stores.
This recognition wouldn’t be possible without the thousands of shop owners, service advisors, and technicians who share their feedback with us every day. Your trust pushes us to keep improving, and this award reflects both your partnership and our team’s dedication to moving the industry forward.
As we look ahead, we are more motivated than ever to build solutions that give repair shops the horsepower to grow, the efficiency to scale, and the tools to deliver service with confidence.
To learn more about the MOTOR Awards and view the 2025 Top 20 Awards, visit https://www.motor.com/2025/09/motor-announces-2025-top-20-awards-winners/
About Tekmetric
Tekmetric, the leading auto repair technology company, improves auto repair shops through the relentless pursuit of innovation. Tekmetric’s all-in-one cloud-based auto repair platform, including shop management, payments, marketing, technology integrations, and real-time data, empowers auto repair shops nationwide. With Tekmetric, shop owners can create transparency, enhance productivity, increase profitability, and deliver a superior customer experience for vehicle owners.
We’re excited to announce that Tekmetric now supports the new Nexpart Multi-Seller integration! This new integration gives Tekmetric customers one-click access to your entire supply chain. Now it’s easier than ever to build detailed estimates and find the right parts & tires from ALL of your suppliers on ONE screen.
The Largest Parts Network in The Industry
For over 25 years Nexpart has been the industry leader in parts cataloging and electronic ordering. Nexpart has built long standing relationships with over 53,000 parts suppliers. In recent years Nexpart released Multi-Seller, an all-in-one ordering system that gives you a bird’s eye view of your entire supply chain.
With Nexpart Multi-Seller you’ll gain access to more suppliers in more places backed by the most comprehensive parts catalog in the industry. Find the right parts for the job fast with real-time inventory and wholesale pricing.
Now Available: 50+ Tire Suppliers For FREE
Need tires? Nexpart Multi-Seller now connects you to over 50 national tire suppliers for FREE. Access big names like ATD, NTW, Tire Rack Wholesale and more all in ONE click!
If your shop is equipped for tire services, it’s now easier than ever to make strong recommendations for any budget and keep your customers in house. With parts & tires plugged directly into Tekmetric, you can add a set of tires to an estimate in seconds. If the customer isn’t quite ready to pull the trigger on a set of tires, simply save the quote in Tekmetric. Boost ARO, and get more ROI out of your tire equipment.
Build Strong Workflows & Stronger Estimates
Tekmetric enables you to create accurate estimates and get approvals faster which saves you time, boosts productivity, and builds customer trust. Keep your repair jobs moving without delays thanks to real-time inventory tracking, immediate access to part availability during job setup, and integrated parts ordering, now with Nexpart Multi-Seller. With Tekmetric, you can effortlessly monitor all repair jobs and the inventory assets assigned to every vehicle, and if a part isn't available, quickly browse your shop inventory for a swap or order a replacement through Nexpart Multi-Seller, all within a single intuitive program.
Earn Multi-Seller Rewards On Every Parts Order
As an additional benefit, Nexpart Multi-Seller customers earn rewards points on every parts order*. Every $1 spent on parts earns 1 Rewards Point. Multi-Seller shops can redeem points for up to $500/Year in eBay Gift Cards.
*Available to all US and Canadian Nexpart Multi-Seller users. Tire purchases not currently eligible for Rewards. Learn more and see the full terms and conditions.
How To Get Started in Tekmetric
Click the Shop Settings section on the bottom left menu bar.
Click the Integrations tab.
Click Manage from the Nexpart Multi-Seller integration box.
Add your Nexpart Multi-Seller Username and Password.
For detailed instructions on how to order parts view this video
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