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Within an auto repair shop, data serves many functions: streamlining day-to-day operations, helping service advisors and tracking a shop’s cash flow. But you can also harness the power of data to plan for the future. In fact, strategically leveraging data can help you determine when it is time to open a new location. Think of it as your roadmap to multi-shop success. Data helps you every step of the way, from optimizing your existing business, to creating a plan for a new shop, to maximizing workflow across all locations.

Looking at the Big Picture: The New Location Roadmap

When you start planning for a new location, your strategy should prioritize the big picture of your business, allowing you to strategically determine the process for opening the next shop. Key metrics and analytics can help you monitor your business performance and plan for both the long- and short-term future. Whether you are expanding for the first time or the tenth, leveraging data can help make the process smooth, strategic and simple. It’s as straightforward as 1… 2…3: 

1. Getting Started: Make Your First Location the Best It Can Be

Before opening a new location, ensure your existing shop is optimized. Your goal is to maximize efficiency and productivity, so you can replicate the process at a new location. Take a good, hard look at your numbers, and be honest with yourself about your business performance. Some key questions to ask include:

• What are your ARO and car count, and can you increase them?
• How many repeat customers do you have versus new customers?
• How effective are your mechanics at completing their work? 
• Will adding another mechanic or bay be enough to support my current levels of business growth?
• How frequently are customers approving your full estimate or returning for follow-up work on previously declined jobs?

Once you have determined that your existing business is performing at the highest level possible, you are ready for the next step.

2. Creating a Plan: Determine Criteria for Your New Location 

As you look to add a location, it is important to identify your business needs and the assets you have available. Data from your existing location(s) is key to this step. Not only can you analyze business performance to determine your financial ability to open a new shop, but you can also identify opportunities with new customers to target or niche services to offer.   

For example, if your existing location is overwhelmed with customers seeking same day or next day service, another shop might be the solution. Or, if you are targeting customers in a different area of town, building or buying another location closer to the population you are targeting might draw them in. Here are some questions to ask when determining the criteria for a new location:

• Have I maximized the efficiency of my existing location(s)?
• Can I afford to build a brand-new shop, or should I buy an existing business?
• What is my close rate at my existing location(s)?
• What demographic am I targeting, and how can I meet their needs with this new location?

3. Setting Up for Success: Use Tekmetric Multi-Shop to Maximize Workflow 

Once you have multiple locations, it is critical that you maximize workflow between all locations. You can compare locations using Tekmetric Multi-Shop to monitor performance, track key metrics and determine each location’s strengths and weaknesses. A good question to ask yourself is: how can I leverage each location’s strengths to support continued business growth? 

First, ensure that you have replicated the optimized processes from your original location(s) at the new shop. You have worked hard to ensure your business was performing at the highest level possible before opening a new location – make sure to keep that momentum moving!

Second, play to the strengths of each location so they support each other. For example, determine which locations are high versus low volume to maximize your technicians’ time at all locations. If one shop is a high-volume location overwhelmed with work, you can leverage a lower volume location by moving some cars there for same-day repairs. Just don’t forget to move the cars back to the original location for the customer’s convenience! 

The idea of multiple auto repair shop locations can seem daunting, but by maximizing your data, you can simplify the process to ensure you are prepared for the next step. First, put all your efforts into running a top-tier business with your existing location(s). Once you are satisfied with your performance, utilize data to establish a clear plan for opening your next location. Finally, use tools like Tekmetric Multi-Shop to maximize workflow and leverage each location’s strengths to support the overall business. This approach will maximize your productivity and efficiency across all your locations, increasing your overall bottom line and keeping customers satisfied. 

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.

In auto repair, a smooth cash flow is the anchor of your business. When something is off within the shop, the first place that can give answers is the shop’s financial data. It’s not just a tool to diagnose problems or spit out a paycheck – it holds the key to unlocking greater efficiency. By taking control of your money flow, you can not only uncover bottlenecks, but also increase profitability and ultimately grow your business.

Understanding the numbers is the first step to maximizing earnings. Don’t limit your financial knowledge to just sending out paychecks and collecting payments. Instead, embrace the numbers, contextualize reports and leverage the information you gain to make strategic decisions that propel your shop’s success.

The road to profitability must include a strong understanding of your finances. Here are four ways to take control of your money flow and elevate your shop’s business:

1. Track your inward and outward flow through detailed reports

The best way you can get familiar with your money flow is by intentionally reviewing the numbers. Whether real-time or evergreen, you can use data and information in all forms to learn the direction of money flow within your shop and how to influence profitability. These numbers can provide clear insights into your shop’s performance and any adjustments you could make to grow your profit. Therefore, it’s important that you review key reports on a regular basis.

For example, when it comes to your inventory, you can review Tekmetric’s Parts Orders section for information on cores and returns. This knowledge is particularly useful for anticipatory orders and core returns that can easily be tracked and returned as needed. If you have anything eligible for return, you can review that information in real-time and make the return when your parts provider arrives to get that credit back on your statement. By strategically tracking the parts you need to keep and those you can return when unused, you can anticipate future needs and streamline cash flow into your shop.

2. Utilize real-time data to make strategic financial decisions throughout your day

Using real-time data of both posted and unposted data gives you a clearer picture of the shop’s finances in real-time, allowing you to make decisions more efficiently and generate more profit to meet your short- and long-term goals. Additionally, it enables you to adjust your operations as soon as a problem comes to light. Rather than waiting until the end of the day, week or month, you can monitor money flowing in and out of your shop in real time and make strategic decisions that directly impact your final profit.

This might include monitoring your end-of-day (EOD) report in Tekmetric and delegating tasks that can help bring in more business to meet your goals. For example, if you review your shop dashboard early in the week and see $17,000 in approved work that hasn't been finished, you can implement some strategies to close out that work by the end of the week, whether it’s calling customers to follow up on an approval or announcing a bonus for your technicians that incentivizes them to finish the work quicker.

3. Provide financing options for customers

In addition to reporting, another way to influence money flow into your shop is by providing financing options for your customers. After all, if you can make a customer’s payment process easier for them, you can create a better cash flow for your shop. Providing financing options allows the customer to get the needed repair done without compromising their personal budget.

Furthermore, when you provide alternative payment methods, you increase sales. For example, at Tekmetric, we have found that a “Buy Now, Pay Later” option can help increase your average RO amount. The national average RO amounts to approximately $260. By contrast, according to Affirm, the average purchase when using a feature like “Buy Now, Pay Later” is approximately $1,800. Customers are more likely to approve higher-ticket items when they have a financial option like “Buy Now, Pay Later,” which helps increase your ARO. It’s a win-win situation for you and your customers. Not only do you reduce friction with the customer through a convenient payment option, but you also increase your cash flow into the shop.

4. Leverage outside resources to monitor your cash flow

As important as money inflow is, you must also monitor your outflow. Without understanding how both elements work together, you cannot accurately measure – or grow – your profit. This may be daunting, but you can ask for help.

Don’t hesitate to leverage outside resources to gain a better understanding of how to interpret money flow and use that information to grow your shop’s bottom line. Whether through free webinars, basic accounting courses or coaching organizations like our partners at Transformers Institute, Shop Fix Academy, Automotive Training Institute, Autoshop Answers, Elite and more, you can utilize external tools to gain invaluable knowledge that helps you run your shop more efficiently.

Bonus tip: Ask plenty of questions

Knowledge is power – and knowledge of your shop’s finances can lead directly to profit growth. Therefore, make sure to question everything. Ask for documentation, whether it’s an explanation of why a part was ordered or a receipt for a new coffee machine in your lobby. Small purchases add up, and if you do not ask questions and track them, you could end up reducing your profitability without noticing.

Do not be afraid to question the validity of transactions or ask for help in understanding the big picture of why purchases were made. Learning to control the flow of money into your shop is crucial, but implementing strategic decisions regarding money outflow is how you make a profit. By asking for help and closely monitoring your data, you will have a better understanding of the money flow in and out of your shop, leading to more efficient processes, a better customer experience and ultimately, more business.

Payment methods aren’t simply about an exchange of money. They're personal. And in the ecommerce environment, offering the right payment methods is like extending an invitation — it lets your customers know they're welcome here and they can expect a seamless experience.

Buy now, pay later (BNPL) methods provide even more convenience and flexibility, allowing customers to break their purchases into smaller payments. When you add BNPL to your menu of payment options, you open the door to even more customers and to higher-value sales. In fact, a recent survey found that more than 70% of businesses using BNPL report higher conversions, average order value, and customer acquisitions.

We've partnered with Stripe to make Affirm’s BNPL payment methods available to your customers. Businesses that offer BNPL through Stripe on average see a 24.5% increase in sales. Adding Affirm to your mix of payment methods can help your business:

1. Boost Conversion

A $400 price tag, for example, might discourage some customers from clicking buy, but when they can split that cost into four $100 payments, the transaction may be more appealing. That's how BNPL methods can help motivate your customers to make an order, driving up your conversion rate.

2. Increase Your Average Order Value

 BNPL methods may encourage your customers to order more lower-value goods at one time, increasing your average cart size. It may also encourage them to purchase high-value goods, such as luxury items or furniture. In either case, your customers have greater ability to place higher-value orders, which can help drive revenue.

3. Reach More Customers 

BNPL methods can help you tap into new market segments by making a purchase easier on a customer's budget through a series of smaller payments. These payment methods are especially attractive to younger customers who may not have a credit card or the ability to pay for large purchases in a single payment.

The flexibility of buy now, pay later is a huge benefit to your customers—one that can inspire them to make a purchase. And—maybe the best part—this all happens without extra work on your part, and Affirm takes on any potential risk.

With Affirm, you get paid in full immediately, while your customer owes only a portion or nothing up front. Affirm handles underwriting the customer and collecting payments, and assumes liability if a customer files a fraud-related dispute, so you can focus on growing your business.

Click here to learn more about how Tekmetric and Stripe can help you optimize your checkout 

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.

Your automotive shop's service advisor plays an important role in the overall operation and even growth of your business. The service advisor explains maintenance and service needs to customers, and answers their questions in detail. The success of your business relies on having the right people in these roles and supporting them with necessary skills training. 

To find the best candidates, look for people with potential or training in these areas: