Shop Talk Blog

For a demonstration, or to purchase software, call 610-400-1019

Shop Cannot Live Without Texting Customers

Is Your Auto Repair Shop Prioritizing Convenience? Is Your Auto Repair Shop Prioritizing Convenience?
Is Your Auto Repair Shop Prioritizing Convenience?
08-12-2018
Is Your Auto Repair Shop Prioritizing Convenience?
What to Consider When Choosing A Digital Inspection Software What to Consider When Choosing A Digital Inspection Software
What to Consider When Choosing A Digital Inspection Software
08-07-2018
What to Consider When Choosing A Digital Inspection Software
How To WOW Your Customers How To WOW Your Customers
How To WOW Your Customers
08-01-2018
How To WOW Your Customers
How To Earn Repeat Customers How To Earn Repeat Customers
How To Earn Repeat Customers
07-09-2018
How To Earn Repeat Customers
Ready For Hire: Assistant Service Advisor Ready For Hire: Assistant Service Advisor
Ready For Hire: Assistant Service Advisor
06-19-2018
Ready For Hire: Assistant Service Advisor
The Morning Rush Could Hurt Your Shop's Image The Morning Rush Could Hurt Your Shop's Image
The Morning Rush Could Hurt Your Shop's Image
06-07-2018
The Morning Rush Could Hurt Your Shop's Image
Eliminate the Wait, and Sell More Services! Eliminate the Wait, and Sell More Services!
Eliminate the Wait, and Sell More Services!
06-01-2018
Eliminate the Wait, and Sell More Services!

Let's Talk Shop!

Our Shop Talk Blog shares the insider advice needed to increase profits & efficiency. Learn what's working right now for repair shops all across the country.

Lori Garrett has become a texting champion – and it’s paying dividends for Import Auto Maintenance in Nashville, Tenn.

Garrett, the shop’s service advisor, makes it a best practice to communicate detailed service suggestions via text message with the shop’s customers. Since installing BOLT ON’s Message Manager automotive software solution in the fall of 2012, the shop has sent out nearly 4,000 text messages to its customers.

Shop Cannot Live Without Texting Customers

“I swear it’s increased productivity drastically. I can’t say enough good about it,” she said. “I started using it and I can’t live without it now. It frees up so much time.”

Perhaps most impressive is not only Garrett’s high response rate, but the speedy text message approvals she receives from customers. According to the SMS history, it’s a common occurrence for Garrett to receive authorization for hefty repair orders of $500 or more in a few minutes and in some instances as quickly as 30 seconds after her texts were sent.

Considering her shop’s labor rate is $122 an hour, the cost – in repair authorization wait time – for a 6-minute reply costs the shop $12.20 as compared to more than $150 for the 1 hour and 17 minute average response time for customers who are called regarding necessary repairs. Our research has shown that shops implementing texting communication receive responses in 30 minutes or less on average.

Garrett said she asks new customers for their permission to send them text messages. Rarely is she told no. She makes an initial call to customers to provide “human touch.”

“But, after that first call I rely on that text messaging and the customers love it,” Garrett said, adding that it makes shop functions easier too. “It pops up on all of our computer screens in case I miss it.”

Texting customers has made Garrett’s job easier and routinely saves technicians time too, she said.

“If a technician turns in their job – and I have 3 jobs in front of me ready for me to sell from all 4 technicians – now they’re all standing waiting on me,” Garrett said. “I can just go right through them ‘bam, bam, bam.’ This allows me to get jobs sold and out to the shop a lot faster.”

Of all the time-saving processes Garrett has tried, using Message Manager is by far the best, she said.

“This soars above everything,” she said. “This is like discovering bi-focal contact lenses.”

For more information, call 610-400-1019.

    

Posted by b0lt0n

Founded in 2008, BOLT ON TECHNOLOGY has become the leader in shop management solutions, designing cutting-edge software for the Automotive Repair Industry.