Have You Noticed How Your Auto Repair Shop Has Changed? Uwe Kleinschmidt
Detroit, MI
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December 19, 2022 03:29 PM Eastern Standard Time
Just a few decades ago, the vast majority of cars had mechanically controlled engines and transmissions, anti-lock braking systems (ABS) were a brand-new thing, and everything was gas or, to a much lesser degree, diesel-powered.
The best fuel efficiency for an affordable car was 18 miles per gallon (mpg), and the best-selling cars were Honda Accord, Ford Taurus and Chevrolet Cavalier. Once a vehicle was out of warranty, most car owners would take it to an independent auto repair shop. The leading factors for choosing a shop were the distance to the client's home or work, customer service quality and service price compared with a dealership.
Since then, much has changed, but some has not.
Today, car owners still take their vehicles to independent auto repair shops for the same reasons. But the technology built into cars has changed dramatically. Much of the operations are computerized, creating a fuel efficiency of 35 mpg and higher for cars that are not hybrid or electric. That technology shift created new challenges and opportunities for independent auto repair shops, changing many aspects of their business.
Challenges and Opportunities for Independent Auto Repair Shops
Because of the complexity of computerized cars, tools in auto repair shops now include diagnostic devices with ever-increasing depth giving technicians the ability to pinpoint the cause of a problem. And just like your home computer prompts you to update its software applications, modern cars’ software can be updated.
Because dozens of complex computers in a car interact with each other, they require trained staff and authorized programming tools. Some dealerships imply that only factory-trained techs lay hands on the complex cars they service, but independent auto repair shops with a built-in training program aren’t lagging behind them.
The digital transformation is in full swing for car technology and auto shop service advisers are improving communications with on-the-go car owners. That communication isn't restricted to appointment scheduling by text or email. Advisers can educate their customers without having them on the phone or at the counter. The perfect example is sending a state-of-health report to car owners illustrating, with edited images and videos, what work needs to happen now and what can wait.
Why is Digital Transformation a Game Changer?
The ease of use has made digital tools such as smartphones, desktop computers and tablets the dominant way to communicate.
The ability to send information without interrupting the recipient at home or work takes the stress out of many interactions that could otherwise lead to a loss of focus, productivity and control.
The ability to digest information on the recipients' schedule gives them control and creates a sense of empowerment to make confident decisions based on the options at hand. For example, the customer can ask questions digitally and get second opinions before approving work.
Before contacting the shop, AutoTechIQ.com offers vehicle owners the opportunity to familiarize themselves with the symptoms the car is exhibiting. Articles like “My Car Smells Like Burning Rubber” offer a simple three-step path to:
Confirm the symptom
Add info for the shop with a simple click
Request an appointment at an AutoTechIQ-certified shop
You don't need a ride after dropping off your vehicle at the auto shop in the morning. Instead, an assigned employee picks it up and drops it off at your home or work after it’s repaired. You can schedule everything through text messages or with a digital app on your phone that will provide status notifications about the repair progress throughout the day.
Instead of interruptions at work, you receive a link to your vehicle's state-of-health report. Then, you can study it on your timeline and ask questions before approving the proposed work — all through texts or chat messages.
Increased Level of Professionalism
Have you noticed that many shops don’t fly by the seat of their pants anymore? Today’s successful auto repair shops are professional businesses focusing on you — the customer — for the lifetime of your vehicle and beyond.
Car repair and maintenance businesses have transitioned to professionally run establishments focused on the education and longevity of their customers’ vehicles instead of the transactional business model of repairing the issue at hand.
Seasoned shop owners realize that they can replicate their customer service in other locations and establish a multilocation business providing consistent, high-quality service across the same area.
Companies like Transformer Institute help shop owners — especially multilocation owners — seize the opportunity of providing higher-quality service to car owners, exceeding what wrenching technicians typically offer.
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