When it comes to running a profitable automotive repair business, technical skills alone aren’t enough. Richard Dansereau, founder of OnTrack Automotive Solutions, has spent over 33 years in the automotive shop management space, helping hundreds of shop owners implement critical processes that transform their operations.
Beyond Repairs: The Business Management Gap
“The aftermarket needs a lot of training in the industry,” explains Richard, highlighting a critical gap between technical expertise and business management skills. His company focuses on businesses ranging from small independent shops to operations with up to 10-20 locations – all facing similar challenges in systematizing their operations.
Most automotive businesses face common challenges that prevent sustainable growth:
- Inconsistent client onboarding that creates misaligned expectations
- Poor communication processes that frustrate customers
- Ineffective scheduling that leads to overcommitment
- Lack of structured inspection and reporting procedures
The most problematic area is client onboarding, with approximately 75% to 80% of automotive shops skipping this crucial step.
The Critical Client Flow Solution
For many automotive shop owners, the realization that systems are essential comes when they experience high client churn, scheduling nightmares, or cash flow problems. Richard introduced these struggling owners to the Critical Client Flow (CCF) concept.
“The Critical Client Flow is supposed to answer the question, where do I start? Which system should I get in place?” Richard explains. This provides the roadmap for systematization of the first 10-15 essential processes.
Implementing the First 10-15 Systems: The Process
Richard’s approach begins with implementing a CCF focused on:
- Client targeting and attraction systems focused on maintenance-minded customers
- Initial contact and scheduling procedures that set proper expectations (Richard notes approximately 70% of client inquiries come through phone calls, making this a critical touchpoint)
- Structured vehicle drop-off and onboarding protocols
- Digital vehicle inspection processes with photographic documentation, including a structured deferral process for future repairs that don’t need immediate attention
“We have to have that onboarding process where we create those expectations of what the service is going to be like in our facility,” Richard emphasizes. This structured approach helps shops “control the schedule of when your vehicle comes in so that we don’t blow up, get too busy and make a big mess of our day.”
Operational Transformation: The System’s Impact
By implementing these critical processes, automotive shops experience significant improvements:
- Operational Improvements: Customer satisfaction increases through clear communication and expectations. Workflow management and scheduling efficiency improve dramatically.
- Financial Impact: Client retention grows by focusing on long-term maintenance relationships rather than one-time emergency repairs. The overall business value increases as the shop becomes a “turnkey operation.”
- Team Development: Staff members can work more independently with clear processes in place, reducing the owner’s need to micromanage every aspect of the business.
Essential Systems for Shop Success
Richard’s experience offers valuable insights for automotive shop owners:
- Start with Onboarding: Focus first on creating clear client expectations and communication channels
- Leverage Digital Tools: Use digital vehicle inspections with photos to build trust and transparency
- Control Your Schedule: Implement scheduling systems that prevent overcommitment and burnout
- Think Client Updates: Regular communication prevents client anxiety and builds loyalty
Beyond the First Systems: Expanding Your Framework
The CCF is just the beginning of a fully systematized automotive business. “We’ve created 250 plus processes just to cover it,” Richard shares, “and that’s just a small amount compared to what there could be.” These extend beyond client-facing processes to include “bookkeeping to HR, to scheduling, to estimating, to training” – all essential components of a comprehensively systematized shop.
For automotive shop owners looking to implement these critical processes, Richard recommends starting with the CCF, then expanding systematically to other areas. By focusing first on the client-facing critical processes, shop owners can build operations that deliver consistent, high-quality service while reducing owner dependency.
Ready to create your own CCF for your automotive shop? The SYSTEMology book shows you exactly how to identify and document your first 10-15 critical processes, establish effective client onboarding systems, and build communication protocols that keep customers coming back.
