You’re an auto shop owner and business is slow. Nothing works despite your efforts to attract more customers and increase automotive repair orders.
It’s a frustrating situation that you’re not alone in! Many auto shop owners face the same challenge, especially with so much competition in the automotive industry.
But don’t worry, we’ve got you covered! Here are seven ways to increase your customer automotive repair orders and help your business thrive. Let’s dive in!
7 proven ways to increase average automotive repair orders
1) Build customer relationships
Customers are the heart of your business. They will stay loyal to your shop if you keep them happy with the service you provide. When customers feel valued and appreciated, they are more likely to return and recommend your repair services to others.
You can build relationships with your customers by sending them personalized messages, offering loyalty programs, and providing excellent customer service. You can also consider hosting events or workshops to engage with your customers and create a sense of community around your shop (more on that later!)
2) Schedule maintenance in advance
When a customer comes in for a maintenance or repair service, don’t just let them leave without the next steps. Try to get their next appointment in the books!
It’s the same expectation as when you go in for a check-up with your doctor. Once done, you come out with your next appointment already scheduled. So consider yourself a car doctor in this scenario! Your patient, the customer’s car, requires regular check-in service.
Closer to the appointments, send them reminder emails and text messages. You can reduce no-shows with frequent communication.
3) Communicate effectively
The importance of communication between technicians and service writers
Once your technicians have diagnosed the problem, what do they do? They share the entire diagnosis with the service writer. They have to communicate every detail with clarity, from the repair needs to estimated timing.
The service writer then communicates the entire issue with the customers. These will help increase sales of parts and services.
As you know, it’s an entire process! If the technician communicates poorly, the service writer might miss key details. Then they won’t be able to make the correct recommendations.
Extra tip
Moreover, every customer has an individual communication style. Your technicians and service writers must adapt their communication styles for this reason. Think about how you adapt your communication style when talking to babies and addressing pets. Even the way you communicate with your friends and family differs.
The same principle applies to the way you approach each customer. Understanding them as unique individuals and adapting your styles to make the most of your interaction with them is the key.
4) Provide add-ons
This is an extension of what we discussed earlier. An essential part of building customer relationships is remembering to deliver exceptional service.
Provide extra recommendations, or add-ons, while they’re in the shop. This could include mentioning that they’re due for a parts replacement or minor service soon, so why not address it now? Of course, show the customer you care during this conversation.
These are small offerings and don’t cost much, so most customers will be okay with incurring this extra cost. However small, these “add-on items” can represent significant earning opportunities for your business.
5) Conduct detailed inspections
Let’s not forget why a customer stops by in the first place: maintenance and repairs. A detailed and thorough inspection of their vehicle will paint a complete picture of what the car needs!
Offer them a personalized experience that they will not get at a large auto repair shop. This extra effort helps nurture loyalty and will increase your average automotive repair orders.
6) Make noise with marketing
Marketing is the main activity that drives business for your shop! Make noise about your services in every channel possible. Communicating with your customers will keep you top-of-mind whenever they need maintenance or repair work done.
Email marketing
Email marketing is a powerful communication tool. You can use email marketing to:
- Send customers appointment reminders
- Educate customers about maintenance and repair needs
- Send follow-up reading material after a shop appointment
Doing all of this keeps you in touch with customers!
Social media marketing
This is another great channel to engage with your audience and offer them valuable information. Social media marketing is your best bet, whether you have any seasonal discounts coming up or want to provide tips and best practices for car maintenance. There’s a wealth of valuable information you can share via social media.
7) Offer digital inspections
Instead of manually making a report on all the parts they need to update or all the areas that require service, your technicians can share photos and videos! This provides digital proof of repair.
Auto repair shops’ digital inspection services add a transparent element to the customer experience. A trusted shop will lead to happier customers and improved revenue.
BONUS - Think outside the box
The seven points above are just a few of the best ways to communicate with your customers, build rapport, and increase your average automotive repair order.
However, here’s another idea: build a community with your customers. You can do this by hosting events at your auto repair shop. Throw a festive Halloween party with fun auto repair themes. You can even celebrate something as simple as World Pancake Day, where you host a pancake station in the waiting area for a few hours.
Advertise all these initiatives in advance using your marketing channels to attract current and potential customers.
» Looking to transform your shop? Discover how AutoLeap can help.
Closing thoughts
Increasing your average automotive repair order is easier said than done. But these seven tips will help put your shop on a path to sustainable growth!
