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The 7 Basic Steps Of The Auto Repair Process


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Whether or not we realize it, each shop has a similar workflow process. Like many areas of life, we think that we are all unique in our business strategy. However, reality is we are all very similar, our differences lie in management styles. Our attitude and approach, from employees and customers, defines how we achieve success. 

  1. Check In
  2. Inspection
  3. Estimate Building
  4. Customer Authorization
  5. Work In Progress
  6. Completion
  7. Follow Up

The process, is often hijacked by two elements. The first element is service center employee(s) and their attitude(s) and the second element is the software your business uses.

Your employees are your team, and that’s exactly the best way to approach your business. When you look at employees as team members and not as just “the new guy/girl” or “Jack the mechanic who never combs his hair”... everyone’s attitude begins to change.

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Being a part of a team is a mindset that everyone ‘shares in the responsibility’, everyone is accountable for their role and if one person fails… everyone has failed. This mindset is used to build all types of companies, some of which end up being valued into the billions of dollars. Teams help each other pick up the slack and work with one another to get through personal and professional barriers.  

The most important thing to remember about the team, is that everyone can have a bad day, week, month or even months. We are all human and too often we forget everyone is going through something. The team element opens the door to communication among the facility and if people are comfortable enough to communicate, they are open to moving past whatever ails them. We are all too quick to give up on someone we have invested an immense amount of time and energy training to our standards.  With the right team, dedication is matched on all ends, resulting in happy customers that not only return... they refer.  Which lowers acquisition costs and keeps business growth healthy.

You can read more about team building here and we also encourage you to search for ideas on team building and how to achieve the optimal team at your auto repair facility.

This article originally published in CAR's News Section


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  • Have you checked out Joe's Latest Blog?

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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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