Running an auto service business with multiple locations–whether they’re across town or across the country–comes with a unique set of challenges.
For example, using different systems to book appointments, process payments, track inventory, etc. can get messy and cause unnecessary complications. On a separate track, what if your marketing and promotional materials are different for each shop? This can easily confuse customers and dilute the brand you’ve worked so hard to establish.
The key to a well-run auto repair shop expansion is tightening up the operation so that everything runs smoothly and remains consistent across the board, whether that means creating uniform policies for customers, or using comprehensive multi-location management software that monitors every job at every location, handles payments and accounting, provides training tools and resources, and more.
To get you pointed in the right direction, we’ve put together some auto repair shop best practices to help your business succeed no matter the zip code.
Customer Relations
Customers love free stuff, and discounts, but they also value consistency. For a multi-location auto service business, that means maintaining uniform pricing, promotions, repairs, and warranties across all shops. This builds trust in your brand and lets customers know they’ll receive the same level of service wherever they go.
But don’t just focus on the in-shop experience. Modernize and simplify the appointment booking process with a shop management software that lets customers approve estimates from anywhere, allows them to pay online, and keeps them updated with photos and videos of their vehicles’ status. You can even use it to send appointment reminders–the easier you make it, the happier they’ll be.
Remember, people like doing business with people they like, so make sure all staff members are on board with providing top-notch customer service. This includes training them on everything from effectively communicating with different personalities to handling customer issues promptly and professionally.
If you really want to raise your game, invest in dedicated software that keeps track of customer information, service history, and preferences. Not only will it improve your communications, but it'll also help you tailor sales promotions to meet their needs and keep them coming back for more.
Service Offerings
About the services you offer: You don't have to stick to the exact same ones at every location. Yes, basics like oil changes and brake repairs should be a given, but you can mix it up a little at different shops, too.
Decide which services to offer and whether each location will have a wide range of services or specialize in a few. Offering variety attracts more customers, while specialization caters to different crowds. But when it comes to essential services, make sure all your shops are on the same page; consistency is key, and customers need to know they can rely on every location for the basics.
Speaking of consistency, make sure all your shops have similar tools and equipment. You don't want one using state-of-the-art diagnostics tablets and inspection cameras while another uses outdated dwell meters or a dusty old engine analyzer. Not a good look, especially if your customers are the tech-savvy type.
Lastly, see if it makes sense to offer some unique services at different locations. Think detailing, window tinting, pre-purchase inspections, or tire rotations. These can bring in extra cash and boost your connections with different customer groups.
General Management
When it comes to running a successful auto repair shop, there are a number of general management functions that can benefit from a streamlined approach.
Dealing with inventory, especially if you’ve got multiple locations, can be a logistical nightmare. But a centralized inventory management system that lets you keep tabs on stock levels in real-time will help you rest easier. These systems are designed to protect against over-ordering, or running out of essential parts or supplies. You can even set up automated reorder alerts, which should help save time and money in the long run.
At EV specialist Electrified Garage, for example, a central hub allows service writers to view inventory levels for its two locations–Florida and New Hampshire–and ship any needed parts between shops beforehand so there’s no delay when the customer arrives.
There’s also no substitute for good data, and the more you keep track of things like customer satisfaction, revenue, and employee performance, the better decisions you can make for your business. So consider getting yourself set up with software that can deliver that information. And, since you've got multiple locations to manage, why not let technology do the heavy lifting on scheduling, payroll, and other tasks that tend to cut into your time?
Switching gears a bit, even if your services vary by location, your marketing efforts should also be aligned companywide. A coordinated approach that includes digital marketing, social media, and local advertising and promotions will help bring in new business and reinforce your brand. The goal is for customers to recognize your shop whether they’re in Arizona or West Virginia.
Finally, customers aren’t the only ones who appreciate support. Allow your employees–your greatest asset–to learn and grow by providing resources that help them improve their skills. There’s all types of continuing education and certification programs out there. And you’ll find that a happy, well-trained staff directly translates into satisfied customers and repeat business.
Operating a service business with multiple locations can be incredibly rewarding, and profitable. It’s all about finding the secret sauce while avoiding potential pitfalls. And while there isn’t a single, one-size-fits-all recipe, there are steps you can take–maintaining consistency, streamlining operations wherever possible, and embracing the conveniences of modern technology–to increase your odds of success.
Ready to take control of your auto service shop’s growth? Shopmonkey’s multi-location management software allows you to manage countless operations seamlessly, from anywhere. Contact us to request a demo today!
