Tekmetric Chosen as Clear Industry Leader in Winter 2023 G2 Report

While it’s important to focus on customer service and providing reliable repair work, your shop’s entire repair process, from beginning to end, should be consistent. If your shop has stellar processes for greeting customers, writing estimates, selling work, and completing work, you can stick the landing with a solid check out process.

If done the right way, your shop’s invoicing process will enhance the efficiency in your shop while leaving a positive, lasting impression on customers.

The invoices your shop hands out are a representation of how transparent your shop is. Your customers will gain visibility into exactly what they’re paying for. And the more they can understand an invoice, the more they can answer the question we’ve all asked ourselves when we’re customers, “Okay, what am I paying for?”

So, why not end on a strong note? Make your shop’s customers feel more at ease with easy-to-understand invoices.

Here are four ways to simplify your shop's invoicing process.

Old habits are hard to break, especially when it comes to the physicality of handwritten notes.

A pen and a piece of paper can provide a better sense of security—they’re tangible and tactile. In our minds, we view paper as something we “own”, which makes it seem more reliable and easily obtainable.

But is pen and paper more reliable than digital tools?

Although the trusty pen and paper method does have perks, there’s a time and a place for everything. Which leads us to paper’s modern day competitor: digital software.

Switching paper out for a modern, digital format will enhance legibility, make archiving far easier than having file cabinets full of papers, and will strengthen collaboration across your team. Not to mention, you don’t run the risk of a fire or flood destroying your shop’s backed up data the way a natural disaster would with paper files and documents.

Now, this isn’t to say that digital software will replace every single piece of paper; however, software can successfully improve the efficiency of projects—especially when it comes to running an auto shop.

Let’s bring it back to the initial question: is automotive work order software a replacement for pen and paper? The rough answer is "yes," although there may be times where you still want to have paper as an option.

But many pen and paper tasks can be replaced, and should, for better productivity and organization. Automotive work order software can astronomically enhance your shop’s productivity and organization in ways that traditional methods cannot.

In your personal life, paper can take precedence in whichever way you wish. But in your shop, opting in for a digital system instead of pen and paper has more pros than cons.

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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