69 Auto Repair Workshop

[Lorin Cupples]

Anautomobile repair shop (also known regionally as a garage or a workshop) is an establishment where automobiles are repaired by auto mechanics and technicians. The customer interface is typically a service advisor, traditionally called a service writer.

First appearing in the early 1900s,[2] many filling stations offered vehicle repair services as part of their full service operation. This once popular trend has declined significantly over the years as many locations found it more profitable to exchange vehicle service bays for grocery isles, which ultimately lead to the emergence of the quick oil change industry.[1][3]

Commonly referred to as a quick lube or express service shop, this type of facility specializes in preventive maintenance and safety inspections rather than repairs. Product sales are typically limited to automotive fluids, belts and hoses.[1] With a focus on basic procedures, labor is often performed by entry-level technicians which simplifies the business overhead resulting in a less expensive service as compared to a traditional automotive workshop.[4]

In the United States, new car dealerships have service departments that are certified by their respective OEM (Original Equipment Manufacturer) to perform warranty and recall repairs. Customer-pay repairs can also be completed, however most service departments tend to only work on the vehicle brand of which they are a dealer. Dealership technicians must complete additional training provided by the OEM, and in doing so become specialized and certified for that particular vehicle make.[1]

Independent auto repair shops are businesses that are independently owned and operated. In states regulating a smog or emission test, often, independent auto repair shops offer these tests as well. These may also include regional or national chains and franchises. It is rather common for a dealership technician to start this type of competing business after leaving the employment of a new car dealership.[1] Independent automobile repair shops in the US may also achieve OEM certification through manufacturer sponsored programs.[5] European Union law (The EC Block Exemption Regulation 1400/2002 (October 2003[6])) permits motorists more flexibility in selecting where their car is serviced. Maintenance and service work does not have to be done by the dealership providing that the independent garage uses Original Equipment 'Matching Quality' parts and follows the manufacturer's service schedules. The Block Exemption Regulation (BER) covers service and maintenance during the warranty period and prohibits vehicle manufacturers' warranties from including restrictive conditions.

A shop that is dedicated to repairing and maintaining a particular group of vehicles is called a fleet shop. Common examples of a fleet include taxi cabs, police cars, mail trucks and rental vehicles. Similar to a lubrication/safety shop, a fleet shop focuses primarily on preventative maintenance and safety inspections, and will often outsource larger or more complex repairs to another repair facility.[1]

Shops that specialize in cylinder head and cylinder block machining are called engine machine shops. These facilities utilize large electromechanical machines that are not found in the average automotive repair shop. Engine machining is typically performed by an ASE certified machinist in order to correct worn or damaged engine components as an alternative to component replacement.[1] Performance engine building is another popular service frequently offered by this type of workshop.

Some repair shops specialize in tires and wheels. These businesses usually have a large inventory of tires and aftermarket wheels, some of which may be on display while others require special ordering. In addition to parts, common labor services include tire rotation, balancing and repair as well as wheel alignment which can prevent premature tire wear.[1]

In the Philippines, roadside tire repair shops are called vulcanizing shops in Philippine English. They specialize in quickly and cheaply repairing flat tires by patching punctures with a rubber compound patch.[7][8]

A muffler shop, also called an exhaust shop, is a business model that concentrates solely on the engine exhaust system. These facilities utilize large tubing benders which allow a technician to fabricate a new exhaust system out of otherwise straight lengths of pipe.[1] Welding is often necessary in this line of work.

Automotive repair shops that specialize in bodywork repair are known as body shops. Auto body technicians can perform paintwork repairs to scratches, scuffs and dents, as well as repairs to the bodies of vehicles damaged by collisions. Many body shops now offer paintless dent repair and auto glass replacement. Automotive repair shops that specialize in auto glass repair are known as auto glass repair shops. They offer auto glass repairs to chips, cracks and shattered glass. The types of glass they repair include windshields, car windows, quarter glass and rear windows. This type of damage is often caused by hail, stones, wild animals, fallen trees, automobile theft and vandalism.

In countries such as the UK, the mobile car body repair sectors has experienced high growth by way of mobile SMART Repair companies providing mobile car body repair services, such as Bumper Repairs, auto body repair, paintless dent repair and paintwork defect repairs to private and commercial consumers, typically within the industry framework of refinishing vehicle damage on a localised basis, where the area of damage being repaired is not in excess of an A4 sheet of paper.

Automotive mechanic workshops and shop owners can increase profitability using the latest technology to deliver a better customer service experience. Embracing a digital servicing workflow can transform business performance through improved technician productivity and help build and strengthen customer relationships, leading to higher loyalty and recurring revenue.

Once a consumer buys a new car, only about 25% return the vehicle to pay the dealer for service. Most owners seek third-party auto repair shops to maintain their vehicles. Retaining those customers is critical for shop owners to operate a successful auto repair business.

Today, it's easy for vehicle owners to find alternatives to the original equipment manufacturer dealer for their servicing needs, but why do they feel the need to do so? In many cases, it's not because of an expensive repair bill from the dealer. Instead, customers think manually calculated estimates and disconnected data cause a lack of transparency and communication from the auto industry. Auto repair shops that still rely on paper processes or outdated tools run the risk of driving away customers who want a better experience, according to Frost & Sullivan.

Because there's so much competition for customers' attention, small touchpoints can make all the difference. For example, most owners understand vehicle maintenance can be expensive. But their biggest problem is conflicting information on pricing and timetables for the job. Put yourself in your customer's seat and see the process from their perspective. You would want to avoid facing a repair bill much higher than you thought, and you want to wait until told initially for the job to be completed.

Many auto mechanic workshops still need to rely on paper-based management systems or outdated applications that need to provide a comprehensive overview of workshop activity. Replacing these with intelligent planning systems enables managers and technicians to automate time-consuming administrative tasks, which gives them more time to focus on delivering a great customer experience. The auto repair software can also perform complex calculations to ensure accurate cost and time estimates. It can be sent directly from the software to customers via their preferred communication method for maximum ease and convenience.

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Rugged mobile devices can speed up workflows in mechanic workshops by putting information at the fingertips of both technicians and managers. Technicians can manage their time clock for jobs, update status and information, and save precious minutes by looking at manuals and videos on their devices. Management software provides a holistic view of the productivity and profitability required for a successful shop.

One shop saves 12 hours a month for each technician using a mobile time clock system instead of paper. Managers and service advisors can have the up-to-the-minute status of techs and service bays to plan resources and schedule workflows. Technicians can take advantage of customer data and vehicle information at their fingertips. Also, employees will always appreciate a work environment that allows them to bypass time-consuming paperwork.

Use the vehicle and customer information from your shop management software and other sources to talk to your customers individually. Equip service advisors to communicate through customers' preferred methods such as email, SMS text, or other channels according to their preferences. Use their name and vehicle information. To make their life easier, let customers know if they should schedule appointments based on mileage or the time since their last visit to the mechanic workshop. With many people driving fewer miles, they may only notice the need to keep up with regular maintenance if reminded. Automating these tasks ensures fewer missed appointments and helps managers and techs stay productive.

Tap into consumers' desire to save money with standard features such as discounts, vouchers, and loyalty schemes. Offer deals on multiple services or pre-scheduled oil changes over some time. Loyalty schemes like rewards cards or points can help keep customers coming back. Allow customers to combine rewards over multiple cars or family members. Discounts and incentives can attract new customers and turn them into loyal members of your rewards scheme. An incentive programme's slight revenue loss can be more than recouped through increased customer lifetime value for more significant gross profit. Those loyal customers are likelier to give your auto repair business excellent online reviews and recommend you to friends and family.

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