Whereas traditional methods of payment require dipping a card in the same terminal as other customers or the hand to hand exchange of cash or check, the ability to pay by text message through SMS mobile payments takes the complexity and headaches out of the payment process for owners, service writers, and guests alike.
For auto repair shops in particular, giving guests the ability to pay by text not only streamlines the guest experience but also frees up service advisors from having to do a bunch of data entry, giving them more time to help other guests.
Here’s how text-to-pay works on our Integrated Payments, Tekmerchant. As you’ll see, we’ve built in opportunities to enhance efficiency while strengthening the relationship you have with your guests at each step of the process.
Step 1: Complete the Repair Order & Send the Invoice
By connecting Tekmerchant to Tekmetric, service advisors can quickly review the invoices of completed work and simply click a button to text the invoice to the guest.
Since the invoice is automatically generated from the repair order and is easy to edit within Tekmetric, the service advisor can reduce the time they would usually spend writing invoices.
Step 2: Collect Payment
Once the invoice is sent, the guest will receive a link that takes them directly to their invoice and pay screen. From there, they can review the work that was completed and make their payment, prompting them to input their billing information.
The customer inputs their card information, including their billing address, making it a verified payment.
At this point, all the service writer has to do is make sure that the payment has been approved and that everything checks out.
Pro Tip: Enhance Guest Service with a Call or Personal Text
Because service advisors and guests both have access to a digital invoice, it gives service advisors the opportunity to add a human touch to the payment process without the guest coming into the shop.
Consider having service advisors give guests a call or send a personal text message at this part of the process.
While this may seem like an extra step, it gives service advisors a chance to check-in with the guest to ensure all approved work was completed, which is a big step towards avoiding chargebacks.
Calling the guest is also a good chance to remind them of any maintenance that may need to be taken care of in the future and any upcoming deals or events. If the guest is too busy to take a call, Integrated Payments has a Text-to-Pay feature giving them the freedom to pay when they have time.
If everything looks good on the invoice, the guest can easily pay and move on with their day. You get paid fast and the guest is able to pay at their convenience.
Step 3: Return Vehicle to Customer
Once the payment has been processed, all that’s left to do is to return the vehicle.
Pro Tip: Add a Key Drop-Box for Convenience
Some auto repair shops use a key drop-box or locker to make vehicle returns more convenient for their guests and service advisors.
Most contactless drop boxes use programmable codes, so you can put the guest’s keys in a locker, send them the code, and let them pick up their car when they’re ready.
With a key drop-box, everyone wins: service advisors don’t have to worry about staying late; shop owners don’t have to worry about paying a service writer overtime, and your guests don’t have to feel rushed to make it back to the repair shop before closing time.
Turbo-charge Your Payments Processing
The Integrated Payment text-to-pay feature makes life easy for your guests and service advisors, and can potentially save you time, money, and headaches.
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.
Should auto repair shops focus on social media marketing?
How many people do you know who spend a substantial amount of time on Facebook? Or hours watching YouTube? How can your business take advantage of how easy it is to get in front of potential customers?
Social media became the leading online activity in 2013 and has grown ever since. According to a Backlinko study, there are 5.24 billion global social media users that average over 2 hours a day on social media platforms. The top three social media platforms are Facebook, YouTube, and WhatsApp.
Chances are that your potential new customers are spending more time online than anywhere else. Is your auto repair shop doing everything it can to reach them?
Source: https://backlinko.com/social-media-users
Social media channels are key for boosting your shop's reputation and make a big difference when it comes to driving referrals and repeat customers. Engaging your local community will keep you top-of-mind as a reliable, trustworthy place for your guests to get their vehicles repaired.
10 effective social media strategies for auto repair shops
Social media channels are one of the most powerful forms of word-of-mouth advertising; more and more people go on social media to make purchasing decisions as well as socialize with friends and family members.
By having a strong social media presence, it makes it easier for the people you serve to share information about your shop, whether that be promotions, insightful posts, or even fun photos that your auto shop shares. But there are so many ways to engage the people in your service area on social media that it can be tough to know where to start.
To make things easier, here are ten ways that your auto repair shop can use Facebook, Instagram, YouTube, LinkedIn, TikTok, Twitter and other channels to interact and socialize with potential customers and loyal guests.
1. Think local
It’s important to remember that social media channels—especially Facebook—are places where people often go to talk about a shared experience. A lot of times, those experiences are local. Whether it’s how the sports teams in town are doing, where people like to go, or upcoming events, the bulk of many online social media conversations is still driven by what’s happening in our own communities.
Businesses are a big part of that conversation. How often have you seen friends or family members post a question on their feed like “Know any good restaurants in town?” People also post public reviews and recommendations of the places they go and the businesses they use on Facebook, Google, Yelp, and other channels.
While it may not be direct marketing, starting a dialogue about what’s going on in your community may be a good way to start some conversations. Are there any new happenings? Are there charitable or uplifting things that people are doing in your community? You can even talk about the local driving experience, highlighting best roads to take during certain times of the week and any ongoing construction projects that drivers may want to be careful when diving past for the sake of their vehicle.
These are just a few of the things that you can address on your Facebook page to get guests talking and make your shop more approachable.
2. Local charities and events
Looking for ways to play a bigger role in your community? Consider using your social media pages to focus on other businesses, events, and charitable activities in your town. While this may seem to take the focus off of your shop and services, it shows your neighbors and guests that you care about the well-being of your community at large.
For example, Casey’s Automotive in Chantilly, Virginia promotes and partners with the local charity, Ellie’s Hats, an organization that raises funds to support children who have been diagnosed with cancer. Every year, Casey’s and Ellie’s Hats hold an annual Spring Fling car show where the kids get to help hand out prizes for different cars and people get custom-built trophies made out of car parts. By partnering up, Casey’s is not only helping make the world better by living out their values but also engaging the community and gaining potential future referrals.
3. Teach your followers something cool or valuable
Showing guests how to do something is a great way to give them something of value, establish leadership, and build trust. A good auto shop owner can always appreciate guests who take care of their vehicles between visits, so showing guests how to take care of their car may be worth sharing and demonstrate that you truly care about your guests’ vehicles.
Tek-Tip: Use video.
Consider using videos. They are visually engaging, which is good for teaching something, and they have a strong track record of driving web traffic in search engines and on social media. According to Marketingland, 62% of Google universal searches include video; per Hubspot, social video posts garner 48% more views than other kinds of posts. Christian Brothers Automotive posts regular video tips on their Facebook page, like this one about tire safety.
In addition, some guests may find things that are simple for technicians and other experienced vehicle owners, such as performing an oil change or rotating tires, to be difficult or more of a hassle than they want to take on, and will instead bring the job to you.
Tek-Tip: Consider your audience.
If your shop helps the average daily driver, you may be able to teach them something basic like how to refill their wiper fluid or change a tire. But if your shop services clients who already know the basics, you may want to show them something more exciting and sophisticated like: -How we installed a 10 point roll cage in a Jeep Liberty. -Lift kit tipsHow to install a winch and/or lightbar to an off road vehicle How to reset the oil light on particular vehicles
4. Show gratitude and understanding
Guests are the backbone of any auto repair shop. Without them, you wouldn’t be in business. Show your guests that you value them! Sometimes this is better done in person, but if a guest is particularly loyal, or you provided them with some interesting, exciting repair work, you may want to ask them if you can feature them on social media and thank them for coming in.
If someone leaves a 5 star review on Facebook, Google, Yelp or somewhere else, or says something positive about your business, be sure to thank them for taking the time to do so. If the review was not made on a public site, and you got it from a customer by email or text, you should ask them permission to share their review before posting it on social media.
If the review was not made on a public site, and you got it from a customer by email or text, you should ask them permission to share their review before posting it on social media.
The best way to handle negative reviews (and chargebacks, for that matter) is to prevent them from happening in the first place by providing excellent customer service and communicating clearly with your customers. That said, there is always the chance that something will slip through the cracks or that someone will post something because they’re having a bad day. Not all negative reviews are within your control.
Most channels allow you to respond to guests. Talk to your service advisors and technicians to find the specific circumstances of the complaint being made so you have all the facts before responding.
Then, respond in a timely manner; you don’t want to let a review linger for days before responding.
When you do respond, stay courteous and professional, no matter how rude or out-of-line the customer’s review is. If you are able to encourage them to take the conversation offline by calling you, do so. Sometimes, a little attention will encourage the customer to remove their negative review.
If not, at least the public can see that you paid attention and took every possible step to meet their needs. If the review is entirely fabricated, you may be able to challenge it through an official appeal process on the site; Yelp, for example, allows you to flag a review for removal.
It’s also helpful to be proactive about gathering positive reviews so they drown out the negative ones and lessen their impact on both your potential customers’ shopping experience and your overall average business rating on the review site.
6. Highlight seasonal holidays & events
The holidays are a natural part of the yearly newscycle. They’re also fun for a lot of people, and a time when families and friends come together to celebrate something important. By highlighting holidays and using proper hashtags, your shop can gain more attention, inspire action, and be a part of the community's seasonal activities.
Don't forget to use the proper hashtags for seasons and events in your posts. These can help gain attention, but only if you use hashtags that show up in news feeds!
Some holidays move around on the calendar, but here are some dates and hashtags to use for certain holidays and events that take place over the course of the year:
January
1st, #NewYearsDay
16th, #GetToKnowYourCustomersDay
20th, #MLKDay
25th, #ChineseNewYear (1/25 - 2/8)
February
4th, #WorldCancerDay
14th, #ValentinesDay
17th, #KindnessDay (Random Acts of Kindness Day)
22nd, #NationalMargaritaDay (Don’t drink and drive!)
25th, #MardiGras (Same as above)
27th, #NationalRetroDay
March
6th, #EmployeeAppreciationDay
8th, #InternationalWomensDay
17th, #StPatricksDay
23rd, #NationalPuppyDay
25th, #WaffleDay
28th, #EarthHour
30th, #NationalDoctorsDay
April
1st, #AprilFools
15th, #TaxDay
16th, #HighFiveDay
22nd, #EarthDay
May
4th, #MayThe4thBeWithYou (National Star Wars day)
5th, #ThankATeacher (National Teacher’s Day)
10th, #MothersDay
12th, #NursesDay
15th, #ChocolateChipDay
21st, #AccessibilityAwarenessDay
25th, #MemorialDay
June
5th, #DonutDay
6th, #HigherEducationDay
8th, #BestFriendsDay
12th, #NationalAutomotiveServiceProfessionalsDay
14th, #FlagDay
15th, #NativeAmericanCitizenship
21st, #FathersDay
30th, #SMDay (Social Media Day)
July
1st, #TellAJoke (International Joke Day)
4th, #IndependenceDay
7th, #WorldChocolateDay
14th, #BastilleDay
17th, #WorldEmojiDay
19th, #NationalIceCreamDay
26th, #ParentsDay
30th, #InternationalDayOfFriendship
August
15th, #NationalRelaxationDay
19th, #WorldPhotoDay
26th, #NationalDogDay
September
5th, #InternationalDayOfCharity
6th, #ReadABookDay
7th, #LaborDay
21st, #DayOfPeace
29th, #NationalCoffeeDay
30th, #InternationalPodcastDay
October
4th, #NationalTacoDay
16th, #NationalBossDay
31st, #Halloween
November
3rd, #ElectionDay (2020)
11th, #VeteransDay
13th, #WKD (World Kindness Day)
26th, #Thanksgiving (2020)
27th, #BlackFriday (2020)
28th, #ShopSmall (Small Business Saturday, 2020)
30th, #CyberMonday (2020)
December
1st, #GivingTuesday (2020)
3rd, #IDPD (International Day of Persons with Disabilities)
9th, #ChildrensDay
10th, #HumanRightsDay
25th, #Christmas
31st, #NewYearsEve
Tek-Tip: Stay ahead of the calendar.
Since holidays come at the same time every year, you can work them into your social media marketing and your marketing calendar as a whole. Planning out your holiday tactics in advance gives you the time to study consumer trends and behavior as well as outline your campaigns so you don’t have to think on the fly. Map the holiday calendar in advance for less stress, more insights, and stronger returns.
Tek-Tip: Don’t forget to include local events!
If your service area has a local festival or event (like the Bluebonnet Festival in Burnet, Texas or the Art Car Parade in Houston), don’t forget to highlight them with the proper hashtag, too! You may even consider reaching out to the event organizers to help sponsor the event.
7. Social media contests
Everyone loves a raffle, and everyone loves a gift card. Gift card lotteries are a simple way to encourage people to like your posts, share your posts, and provide you with a good review.
We often see auto shops use monthly gift card drawings as a way to continually drum up engagement. It’s also a good way to work in some general education for your customers.
For example, you can make the gift card amount match the exact amount of an oil change to remind customers that they need to get that done to take the best possible care of their vehicle.
Photo contests are another way to get more exposure and traffic to your social media page. You can pick a topic and encourage guests to post or submit their photos on social media and tag your auto shop. Create an award, like a service certificate or gift card, and pick a winner!
8. Like, share, and comment
It’s not enough to just post content and hope people engage with it. Remember to like, share, and comment on your own posts and on other people’s, too, when it’s appropriate.
Sometimes reminding page visitors to like, share, and comment on your own posts is all that’s needed to encourage them to engage.
Here are some example posts that you can try on your own feed:
"Like us and share your experience on social media and get $5 off!"
"First 5 people to share and comment get 15% off their next visit."
“We’re proud to support first responders. Share this post if you are, too.”
“We’re always trying to improve our guest experience. What can we do to improve our service to you and our community? Tell us in the comments.”
9. Diversify your channels
Between Google My Business, Facebook, YouTube, Instagram, TikTok, and even your shop’s website, there are a lot of places where potential guests may go for information. Posting on all platforms may seem complicated at first, but you can always reshare content. For example, if you post a blog or new service page on your site, be sure to share it on Facebook and Twitter. Did someone leave a good Google review? Post about it on Facebook and thank them! Just upload a YouTube video? Share it on Facebook!
Tek-Tip: Use online marketing management tools like Hubspot, Shopgenie, or Hootsuite.
Sometimes when you’re using multiple social media channels, it is best to view them all in one dashboard. Tools like Hubspot help you schedule posts, view post engagement, see analytics, and manage conversations all from a single dashboard. Some tools also help manage reviews, which can be beneficial as its own process for you and your shop. Different tools have varying capabilities and vary in complexity and pricing, so find the one that is right for you.
Some social media sites, like Facebook, have built-in scheduling tools that could make it easier to schedule posts without using an outside platform.
Also remember it’s okay to start small; you don’t have to use every single social media channel. If you find a channel does not drive leads by engaging customers or driving search traffic to your website or social media pages, don’t use it.
You are not obligated to use every social media network and may find that it’s only worth using one or two for your business.
10. Have fun!
Probably the most important tip of them all: have fun. Remember, social media is typically a place where people go to engage with socially engaging content. Content that is too serious may make your feed look stale, and make it difficult for potential customers to relate to your brand.
If you can capture your technicians, service advisors, and even yourself having a good time, it breaks the ice and may entice people to do more business at your shop. We’ve seen shops post pictures of team building events as well as pictures that show off their goofy side; the team at Casey’s Automotive has done a good job of posting lighthearted content and photos of their team having a good time, and it has helped them gain more than 2,000 followers.
On May 4th, you can have your team pose for a lightsaber battle. October 16th is National High Five day, so be sure to post some good high-five pictures and emojis on your Facebook page. 🙏👏
Social media post ideas for auto repair shops
Customer-Centric Content
“Car of the Week” Feature – Showcase an interesting repair job or classic vehicle that came through the shop.
Customer Spotlight – Share a short story or testimonial from a happy customer (with permission).
Before & After Visuals – Post transformation photos of a repair or detailing job.
Behind-the-Scenes Tours – Give a video or photo tour of your shop and introduce your team.
Educational & Helpful Tips
Seasonal Maintenance Reminders – Inform customers about what their vehicle needs in winter, summer, etc.
“Tech Tip Tuesday” – A weekly snippet of car care advice from your technicians.
Warning Signs 101 – Teach customers how to spot common issues (noises, leaks, dashboard lights).
Myth-Busting Posts – Tackle popular car care misconceptions.
“Guess the Problem” Game – Post a photo or video clip and have followers guess the issue.
Vote for your favorite car - Create a poll asking followers to pick their favorite car.
Customer Q&A Sessions – Invite followers to drop questions in comments for your techs to answer.
Throwback Posts – Share old shop photos or stories from the early days.
Trust & Transparency Builders
Meet the Team Posts – Personal bios, favorite tools, or “a day in the life” of a tech.
Explainer Videos – Short clips that walk through common repairs or shop processes.
Tool Spotlight – Show off unique or advanced tools you use and why they matter.
Customer Review Highlights – Turn your Google or Yelp reviews into branded quote graphics.
Fun, Culture & Promotions
Shop Culture Moments – Celebrations, birthdays, pets in the shop, or Friday playlists.
Contests & Giveaways – Oil change giveaways, “Tag a friend who needs a tune-up” style promos.
Local Business Shoutouts – Cross-promote other small businesses in your area.
Milestone Celebrations – Anniversaries, number of vehicles serviced, or team achievements.
Final thoughts
Remember, engaging guests on social media is just one way to improve your auto repair shop. There are other important marketing strategies to utilize such as search engine optimization, Google Ads, email marketing, and more. Lastly, always focus on creating an amazing customer experience to encourage customers to share their experience with others.
HOUSTON – October 18, 2023 – Tekmetric, the leading automotive repair software company, has announced the appointment of Clare Corriveau as the company's new Vice President of Marketing. With an extensive background in the software industry, Corriveau brings a wealth of experience and strategic vision to the Tekmetric team.
“Clare's depth of experience and strategic acumen in the technology sector will be instrumental in driving our marketing efforts and advancing our position in the market,” said Sunil Patel, CEO of Tekmetric. “With her leadership, we look forward to reaching new milestones in our top-tier customer service and innovative solutions.”
Corriveau's professional journey spans 17 years across a variety of brands and products in B2B technology. Her proven track record in demand generation, marketing strategy, product positioning and brand development underscores her significant role in Tekmetric’s continued growth. In her new position, Clare will be instrumental in guiding Tekmetric’s marketing initiatives and brand development. Her responsibilities encompass enhancing brand visibility, devising and implementing marketing strategies and bolstering the company's foothold in the automotive repair software market.
Before joining Tekmetric, Corriveau was the Senior Director, Growth Marketing at cybersecurity startup Cobalt, where she led the demand generation team to drive revenue growth along every stage of the buyer and customer journeys. Prior to Cobalt, Corriveau served in several director- and manager-level roles with OneTouchPoint, Gotransverse, Blackbaud and more.
“I am thrilled to join Tekmetric, a pioneering force in automotive shop management solutions. Their commitment to revolutionizing the industry and empowering automotive professionals aligns perfectly with my own passion for innovation and customer-centricity,” said Corriveau. “I look forward to contributing to Tekmetric’s journey of empowering auto repair shop owners to increase efficiency in their operations and ultimately grow their business.”
About Tekmetric
Tekmetric, a Houston-based auto repair technology company, offers a cloud-based platform that enables auto repair shop owners to enhance productivity and increase profitability through its streamlined workflow management processes.
Designed by a former shop owner, Tekmetric’s platform drives shop efficiency through real-time data, a customizable user interface and customer-centric communication tools. Since its launch in 2016, Tekmetric has disrupted the industry with its robust fully-integrated system, developed with an emphasis on customer transparency and user collaboration. For more information, visit www.tekmetric.com.
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