Auto repair businesses have a tough gig. Their work isn’t standard. Instead, they have to respond to each customer’s needs individually depending on what is wrong with their vehicles.
In light of this, running an auto repair shop is actually quite complicated. It’s not just about honing a process. Instead, it’s more akin to an artistic pursuit. Every job that you work on is unique.
In light of this, how can auto repair shops become successful? What does it take to run a technically-proficient and competitive business? Let’s take a look.
Prioritize Customer Convenience
Auto repair shops compete along a range of dimensions. However, their trump card is customer convenience. Shops that offer easy repairs tend to be those that win in any given location.
But what specifically can you do to prioritize customer convenience?
- Allow self-check-in. For starters, you can allow self-check-in. Instead of getting customers to queue up at your front desk and hand over their keys, you allow them to do it themselves, either using a computer terminal or logging their car with you via an app. They simply leave it in a designated bay and then your team gets on with the work, according to the schedule you agree with the customer.
- Text updates. You’ll also want to tell your customers when you’re ready to service their vehicle, when work is finished, and any intermediate updates about costs and replacement parts. For instance, you might text customers telling them that their repairs are going to be delayed because the problem is more serious than you thought or you need to order new parts. Typically, it is easier to get hold of customers via text during the day than it is to call them individually.
- Use online scheduling. Customers would love to be able to log onto your website, click an appointment slot, and then note it in their diary. Generally, they don’t want to spend time calling you up and then booking an appointment over the phone. It’s a good idea, therefore, to offer online scheduling. It’s easy to implement and customers will appreciate it tremendously.
- Offer a courtesy pickup and drop-off service. Depending on your business model, you might also want to offer a courtesy pick-up and drop-off service. Customers may not want to wait around while you fix their vehicle but, at the same time, they don’t have a means of transportation. Offering a courtesy pick-up and drop-off service is a great way to win more customers, even if you cover the costs by charging higher fees.
Learn Your Trade
Not only do you want to offer fantastic customer service, but you also need to be good at what you do. Customers must be able to trust that you will get the job done to a high standard.
Learning your trade starts with ensuring that everyone who works in your organization has the right skills and training for the job. Employees who do not know how to repair vehicles correctly, following the proper procedure, can actually cause harm and damage your brand.
The next step is to ensure that you have a library of resources that you can refer to for all vehicles likely to grace your shop. For instance, if you repair American off-road vehicles, you’ll need Dodge Ram Truck service repair manuals going back twenty or thirty years.
Having suitable resources to hand helps slash errors and reduces delays. It also gives your team confidence to take on any repair job that comes into the shop.
The last step is to ensure that mechanics learn in a supervised fashion. Ideally, you want them to work in twos: one advanced mechanic, and one trainee. The trainee then gets to see what the more advanced mechanic does so that, eventually, they can work independently. As the owner or manager, you want to ensure that you distribute skills across your team as widely as possible.
Improve Your Communication
Communication with customers is another arena in which auto repair shops can put themselves at a competitive advantage. Two-way conversations build trust and signal that your brand is different from the one down the road.
How do you develop excellent communication? One option is to use modern chat tools. Instead of communicating with your customers over the phone, link up with them via text messaging services. Chat to them about when their vehicle will be ready via Facebook Messenger or Whatsapp. Communicate with them using the app that they prefer.
You can also improve the quality of communication within your firm. Don’t just rely on verbal communication. Instead, set up team chats so that each member of your shop can communicate with everyone else, without necessarily having to leave their work station.
Furthermore, make sure that every team member has access to the CRM software. This way, they can make notes and edit customer information on the fly, and get a comprehensive overview of each job.
Become More Efficient
Running an efficient auto repair shop is technically challenging for the reasons discussed above. Every job is different. However, many firms in the sector achieve it by specializing on particular tasks, servicing specific brands and using technology.
Generally, there are three ways to massively increase the efficiency of your enterprise.
- Service only specific makes of vehicle. For instance, you might specialize in servicing only Dodge vehicles. You could then tailor your marketing to reflect this.
- Give each mechanic in your team a specific role. For instance, you might have one mechanic who specializes in clutch repair and another that focuses on the brake systems. Specialization will increase efficiency and help speed up each repair job,
- Use technology. There are many repair shop technologies that increase the rate at which employees can work. Things like front desks in the bays, electronic diagnostic systems and rapid automated jacks.
The key to a successful auto repair business is to process vehicles more rapidly. The more that you can service to a high quality in a given time, the more profitable your enterprise will become.
