On busy days, it can feel like there are a million things happening at your shop. Technicians are hard at work getting repairs knocked out and service advisors are helping customers. Even on slow days, there’s work to be done. You might decide to tackle that new marketing plan or personally call customers to remind them of service work they’d previously put off.
No matter the circumstances, it’s important to have a way of juggling and managing it all. However, keeping track of everything with pen and paper, a whiteboard, or just by playing it by ear can quickly turn into a headache. After all, those methods are unreliable and complicated. Information can easily get lost in the mix, and all it takes is for one misunderstanding to knock things off track.
Repairs management software can keep you and your team on track and free up your time as a shop owner so you can focus on the high-level aspects of growing your business. Service advisors can use Tekmetric’s Job Board to see the status of repairs, appropriately delegate tasks to technicians, and give customers updates every step of the way.
Get a Bird’s Eye View of Different Stages in the Repair Process
When you access Tekmetric’s Job Board, you and your team can decide if you want to view jobs that are “Active,” “Saved for Later,” in “Accounts Receivable,” “Paid,” or even “Deleted.” On a day-to-day basis, your service advisors will likely manage repair work from the “Active” view.
Tekmetric’s Job Board categorizes “Active” repairs into three buckets: “Estimates,” “Work-in-Progress,” and “Completed.”
Column 1: Estimates
Every new repair order that a service advisor creates will first appear as a card in the “Estimates” column. The repair order will stay in that column as the technician conducts an initial digital vehicle inspection (DVI) and the service advisor prepares a repair estimate for the customer.
Service advisors can see the status of each repair order on the top left corner of each individual card. Statuses will indicate where in the estimate process a repair is: “Not Started,” “Requires Authorization,” “Pending Authorization,” or “Declined All.” In the “Estimates,” column, these statuses automatically change as each repair moves through the estimate process.
On the bottom right-hand corner, service advisors will see either a paper airplane icon that indicates when an estimate was sent to a customer, or an eye icon that indicates when a customer viewed the estimate.
On each card, the service advisor will see three dots on the upper right corner. When they click on the dots, they’ll see three options: “Authorize,” “Save for Later,” and “Delete.” When a customer declines all jobs in a repair order, the service advisor will see an additional option after clicking on those three dots: “Post as Declined.”
If you want to get the most accurate close-ratio metrics possible, you can go into the user permissions settings and remove the “Delete” option. By doing so, the service advisor must mark repair orders with all declined jobs as “Post as Declined.”
Column 2: Work-in-Progress
If a customer declines all jobs in a repair order, then that card will remain in the “Estimates” column with the status “Declined All.” However, if the customer approves at least one job in the repair order, that repair order card will then automatically move to the “Work-in-Progress” column and automatically get tagged as “Not Started.”
Note: the service advisor will still be able to view the declined jobs by clicking into the repair order.
When a card is moved to the “Work-in-Progress” column, the options under the three dots in the upper right-hand corner will change to: “Complete Work,” “Set Status,” and “Delete.” However, as the shop owner, you can take away the “Delete” option by configuring the user permissions.
The service advisor can manually add status updates by selecting “Set Status.” From there, they can choose the right status from the dropdown menu that will show up on their screen. For example, they can mark that a repair order is “In Progress,” “Waiting on Parts,” or “Waiting on Sublet.” The resulting designation will show up on the top left corner of each repair order card.
The service advisor will also see a timeline on the bottom of each repair order card indicating how far along a technician is in their repair. Service writers, shop owners, and shop foremen don’t have to go into individual repair orders to get this information. With one glance at the Job Board, they can know exactly where a repair is (for instance, 3 hours out of 4 completed, so 75% of the way there), and update the customer by sending them a message via true two-way texting.
Note: technicians will also see the work-in-progress line in their workspace, the Tekmetric Tech Board.
Column 3: Completed
Once the technician has finished a job, the service advisor can return to the three dots on the top right-hand corner of a repair order and select “Complete Work.” Doing so will move the repair order into the “Completed” column.
Note: repair orders will automatically hit Tekmetric’s Tech Board once the customer has given approval. You can configure user permissions to enable your technicians to mark repair orders as complete. However, to minimize confusion, we recommend keeping this capability of marking repair orders as complete to service advisors.
Once a job is complete, the service advisor can jump into the repair order and select the payment tab on the top bar. In the payment tab, the service advisor can collect payment in a number of ways, including cash, check, and credit or debit card. The service advisor can click the green “View & Share Invoice” button to send the customer an invoice. If your shop has Tekmerchant text-to-pay set up, the service advisor can send the invoice directly to the customer’s phone.
When the service advisor clicks on the three dots on the upper right corner of the repair order card after the customer pays in full, they’ll see the option: “Post as Paid.” We recommend that the service advisor doesn’t click this option until after the customer has picked up their vehicle, because clicking “Post as Paid” results in the card getting categorized as “Paid” in the Job Board. If a service advisor needs to move the repair order back to the Job Board, they can click on the dropdown menu right next to where it says “Job Board” in the top bar, and click on “Paid.” Then, they can find the repair order they want to move back, click the three dots in the right-hand column, and click “Unpost.”
If a customer hasn’t paid yet, the service advisor will see these options after they click on the three dots on the upper right corner of the card: “Post to A/R” and “Reopen RO.” Selecting “Post to A/R” is for sending a repair order to the accounts receivable department. This option is for charge accounts, or for customers who want to pay in installments rather than in full.
The “Reopen RO” option is for situations where something needs to be updated in the repair order at the last minute, like adding a charge for a missing part.
Once a ticket has been paid in full, the service advisor can view it later by clicking on the dropdown menu right next to where it says “Job Board” in the top bar, and clicking “Paid.” If the ticket gets sent to the accounts receivable department, the service advisor can click on that same drop-down menu and select “Accounts Receivable” to view it.
Customize Views for Maximum Speed
Sometimes, service advisors will want to change up their view of the Job Board to access different types of information faster. With Tekmetric’s Job Board, they can quickly sort and organize current jobs.
Service advisors can navigate to the top bar of the Job Board and select whether they want to populate the information on the Job Board by:
RO Status, whichwill give the service advisor a snapshot of which stage each repair order is in. For instance, they can choose to see every repair order that’s labeled “In-Progress.”
Employee, which will give the service advisor a precise picture of exactly what each technician is working on at any given time, so they can appropriately assign new repair orders.
Appointment Type, which will enable the service advisor to see which customers are waiting at the shop, and which have opted to drop off their vehicles and return later.
Service advisors can also use the Job Board’s search bar to their advantage and immediately find specific jobs. For example, they can search for a vehicle year or customer name, and the relevant repair order will appear on their screen. With the search bar, the service advisor will spend even less time hunting down a specific repair order!
Repairs Management Software: Manage Your Shop Without Micromanaging
With Tekmetric, you’ll have access to the same information as your service advisors and technicians. You can use the Job Board to keep an eye on repairs without disrupting your team.
As your team becomes more and more confident using Tekmetric’s Job Board, they’ll be able to self-manage. In turn, you’ll have more time to focus on the high-level aspects of building your business, such as using Tekmetric’s realtime reports to forecast sales. Or, you might decide to use your newfound time and flexibility to take a much-needed vacation—all while still being able to see what’s going on at your shop. As long as you have a device and an internet connection, it’ll be like you never left!
Whether you’ve worked in the industry for years as a technician or are considering moving into the automotive industry for the first time, owning an auto repair shop can be a very rewarding experience.
In collaboration with PartsTech, we reached out to our customer, Eric Reich, who purchased his auto shop in 2021, to learn about his experience and share it with you.
Before becoming an auto repair shop owner, Eric worked for about ten years in the aerospace MRO (Maintenance, Repair & Overhaul) sector and about ten years in the electrical distribution sector. Looking for a change, Eric ultimately jumped into the auto repair industry by purchasing Bennet’s Automotive — a six-bay shop that services all domestic and Asian-manufactured vehicles.
The Dream: Owning his own business
For Eric, working at large corporations for 20 years became too predictably bureaucratic. He felt buried by meetings, paperwork, and slow decision-making. “After spending nearly two decades at corporate companies, I was looking for something I could call my own,” said Eric. “My goal was to be an independent business owner and not rely on large corporations whose only goal was to maximize profits at all costs. I found that independence when I purchased Bennett's Automotive, which has been in business since 1991.”
The Good: Success and positive outcomes
Taking the time to find the right shop
Eric didn’t want just to purchase the first shop for sale that came across his path, “You can’t rush or predetermine anything. If the shop you are evaluating is not a good candidate, then you have to walk away,” said Eric. During his patient search, Eric found that he very much enjoyed the process of evaluating prospective shops and identifying if they were a good potential candidate to achieve his business goals.
A dedicated, expert team
From our conversation with Eric, it is clear that he values his team, which stayed on through the change of ownership when he purchased the shop. “I have been consistently impressed and proud of my team's dedication and technical expertise. During the transition of ownership, they did not allow the uncertainty of the situation to impact the quality of their work,” said Eric. Having the right people in place is critical to a successful shop. “I was so lucky to purchase a shop with such a solid existing team.”
The Bad: Challenges and setbacks
A small team naturally results in staffing issues
Eric credits his team with minimizing the level of operational challenges he faced as a first-time shop owner: “Thankfully, I had a great core team when I took over the shop. Without them, the transition would have been much more difficult. You are only as good as your team.”
Though his team is awesome, he quickly discovered that his most significant operational challenge would be staffing: “As a smaller shop, the risk is in quality manpower. If we have a guy out or are operating a guy short, it adds additional strain to the rest of the team.”
The Unexpected: The things that caught Eric off guard
Time is incredibly precious, and everyone wants a piece of it
“As a shop owner, you have to be careful about your time,” says Eric, “and one of the biggest surprises I encountered was the number of unsolicited calls from random companies trying to sell or sign me up for something.”
There is a ton of paperwork.
“I did not realize how much paperwork would come with purchasing and owning a shop,” said Eric, “There is a lot!”
Tips from Eric for anyone interested in purchasing an existing auto shop
First things first
Before jumping into the deep end of purchasing a shop, Eric recommends you consider the following first:
Be very honest with yourself regarding your goals. Do you want to work in the shop? Be more hands-off? Etc.
Be willing to walk away from a bad deal. Don't get attached to any one shop/location. If the numbers don't make sense, don't move forward.
Ensure you have enough operating cash. You must have enough cash to handle normal ebbs and flows and an emergency. Not having enough cash is the fastest way to run into problems. (Eric likes to have at least three months of overhead.)
Be very thoughtful about overhead. You have to ensure that each overhead line item has a specific and defined purpose.
Take training in basic financial acumen. To be set up for success when starting the journey of purchasing a shop, Eric advises aspiring shop owners to have a strong understanding of business finances such as P&Ls, pricing strategies, and cash flows to evaluate the shop's health. This is important so you know whether or not you should walk away from a deal. If necessary, Eric encourages taking a financial training course first.
It’s not just about the physical tools and equipment.
When purchasing an existing shop that already had a lot of the necessary physical tools and equipment, Eric focused on the software he wanted to implement. He encourages shop owners to evaluate the current software and make necessary changes early in their ownership journey.
Choose software that drives efficiency and organization and is user-friendly for employees. Also, select software that enhances customer engagement and provides a positive experience.
“Generally, you must streamline your operations and communicate effectively with customers. We use Tekmetric as our shop management software for efficient workflow and customer communication. It also integrates with software such as PartsTech, which allows us to quickly source, price, and order parts from multiple vendors. This efficiency helps our small shop operate as lean as possible, speeding up vehicle repairs.”
Put a big focus on building trust with customers
One of the big reasons Eric wanted to upgrade the shop's software when he purchased it was to have better tools to help build customer trust. “We transitioned to Tekmetric from an older legacy program that made communicating via text/electronically almost impossible. We get consistent customer feedback that they like our new system and communication method with our ability to send inspections, images, videos, estimates, and invoices digitally.”
Closing
Purchasing an auto repair shop is a significant step that requires careful planning, honesty about your goals, and a strong understanding of the business's financial and operational aspects.
As Eric's journey demonstrates, having the right team, investing in efficient software, and being prepared for unexpected challenges are crucial for success. If you're considering this path, take the time to evaluate your options thoroughly, seek out the necessary training, and build a solid foundation for your new venture. With dedication and the right approach, owning an auto repair shop can be an incredibly rewarding experience.
In today’s competitive auto repair landscape, service advisors play a crucial role in customer satisfaction and shop success. Managing customer inquiries, collaborating with technicians for repair estimates and maintaining the shop’s schedule are all keys to successful service writing. However, there is one secret weapon that can take your work to the next level: data.
Understanding the importance of data can take your customer service from good to excellent, allowing you to serve more customers in less time – without sacrificing quality. By harnessing data, you’ll be better equipped to enhance your customer experience, optimize your workflow and ultimately elevate your expertise as a data-driven service writer.
1. Leverage Your Shop Dashboard to Enhance Customer Experience
By strategically leveraging digital tools, service writers can use data and analytics to provide a better customer experience. Service writers can shape a customer’s entire experience with the shop simply by monitoring and adjusting to accessible data on their shop dashboard through Tekmetric. Using the shop dashboard, you can control the customer’s repair experience, serving as an intermediary between the technician and the vehicle owner, as well as ensuring the work is completed efficiently and effectively.
For example, you can push repair orders (ROs) forward for your customer by ordering parts in the “parts needed” category. Or, you can build stronger customer relationships while creating opportunities for additional work by checking in with vehicle owners who previously declined jobs, but may need them now. By using the data at your fingertips, you can make decisions in real-time that support your customers and ensure their happiness with the repair. Happier customers lead to more money for the shop – and for your commission.
2. Optimize Your Workflow with Data-Driven Tools
Like waiters in a restaurant, service writers are the “face” of the shop, and often they are the first experience a customer has with the business. Because of this, it’s crucial you have a smooth workflow that keeps you open for customer interaction rather than stuck behind a computer screen. Fortunately, there are tools you can leverage to reduce your manual tasks and keep you free to focus on the more complex, relationship-driven parts of your job.
For example, Tekmetric’s Smart Jobs feature can automate job creation, allowing you to focus less on manual data entry and more on customer interactions. Within one or two clicks, Smart Jobs allows you to build the order, find parts and finalize the estimate without ever leaving Tekmetric. By automating the job creation process, you free yourself up to spend more time speaking to the customer about their needs, concerns and questions without compromising the RO’s accuracy.
3. Utilize Digital Tools to Elevate Your Expertise as a Data-Driven Service Writer
When you learn how to leverage data in your day-to-day role, not only can you better serve your customers and optimize your workflow, but you can become a stronger service writer overall. Data is not just a set of numbers on a screen – it is a tool that can elevate your expertise, setting you up for success both within the shop and throughout your career.
One tool that supports your development as a service writer in addition to the shop dashboard and Smart Jobs is the digital vehicle inspection (DVI). Because only 25% of shops use DVIs, leveraging this digital tool correctly can truly differentiate your shop from others around you. The DVI is more than just a list of repairs; it provides information that can help you provide better service. For example, your interactions with customers might prove that including several images and videos of necessary repairs can help customers better understand what’s happening with their vehicle. If you see on a DVI that images were not included, you can connect with the technician to add them before sending the DVI to the vehicle owner.
You can also go the extra mile to anticipate customer questions and clarify any confusing details with the technician before sending the DVI to the customer. This helps you prepare for customer interactions while gaining more expertise from your technicians. As you grow more in your role, you can utilize different tools like the DVI to perform at a higher level, making you better at advising and growing in your expertise as the shop’s “voice.”
Your Secret Weapon to Successful Service Writing
In a customer-facing role, one of the best ways to elevate your role as a service writer is to use data and analytics. As technology continues to improve, you can leverage your shop’s reports through Tekmetric or its integration to gain a greater pulse of shop dynamics. By using data to drive your role as a service writer, you can improve the customer experience, contribute to a more efficient workflow and grow professionally in your role as a service writer.
An auto repair estimate template, otherwise commonly referred to as a car repair estimate template, can be a great communication tool for your shop—or it can leave your team spinning their wheels in the dirt.
While it’s easy to assume that any old auto repair estimate template will lead to a faster repair order process, unfortunately, not all templates are created equal.
The most effective templates provide a standardized framework for the estimate and repair process and lay everything out for your team and customers in a digestible format. The least effective templates cause more work for your team and eat up extra time that could (and should) be spent taking care of the customers.
A Modern Approach For Your Shop
Nowadays, there’s a whole spectrum of template options to choose from, including pen and paper forms, downloadable PDFs, and full-service shop management systems with a built-in RO program.
Finding the right fit for your shop might feel like a challenge, but the effort you put into looking for an auto repair estimate template says you care a lot about your team’s time and value their autonomy.
Upgrading your estimate process helps your team maximize its potential by giving them the power to focus on what they do best—getting customers back on the road.
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