Allison Salvato, Director, Client Solutions
Every shop owner knows the rhythm of the business: some months feel like a race to keep up, others feel like the phones have gone silent. Some of the shops I've visited recently have talked about how their business has slowed. If you’re seeing a decline, too, it's not just about waiting for business to pick back up – it's about using the time to fine-tune your shop so you’re ready to capture every opportunity that comes your way.
Here are a few ways to keep your bays humming and your customers happy, even in slower seasons.
1. Finding Customers
When work feels light, the first question is obvious: how do we get more customers in the door? It starts with making sure the right people can find you.
Polish your Google Business Profile.
This is often the first place a customer looks. Make sure you’ve got current hours, fresh photos, and recent reviews. It’s a quick lift that can have a big impact.
Show off your shop online.
A great website and active social media presence can keep your shop top-of-mind. Highlight repair successes, introduce your team, and post customer testimonials. For deeper dives, check out our Run My Business video series.
Increase your visibility with carriers.
Review your network profile on cccone.com. Are your certifications, services, and contact info up to date? A complete and current profile can put you in front of more carriers and more customers.
2. Driving Capture
Once customers find you, make it easy for them to say "yes" and commit to the repair.
Streamline your website experience.
You’ve probably heard it, but it bears repeating: your website is your digital, always-on storefront. Not only is it where customers can learn about your shop, it’s often one of the first places they go (after a Google search). Make sure it's working overtime for you:
- Enable online appointments to help make it easy for a customer to bring their car in
- Turn on Repair Cost Predictor if you have CCC's customer engagement tools to give customers a range of predicted repair costs to help them make informed decisions (and reduce tire-kicking)
- Consider digital repair authorizations so customers can approve work online – no waiting, no lost momentum
3. Maximizing Current Repairs
For work already in progress, look at ways to keep those jobs moving efficiently to make sure customers leave happy.
Tighten your workflow.
Look for bottlenecks in your process and address them – whether it's parts delays, unclear repair notes, or communication gaps between departments.
Shorten cycle time.
Faster, smoother repairs mean better customer satisfaction and stronger relationships with carriers. If you've got shop management tools, check out creating a digital production board to keep the whole team aligned.
Focus on the customer experience.
Updates, clear expectations, and quality work all drive positive reviews and repeat business. Our Run My Business video series also has some great inspiration to get those rave reviews.
If your bays are quieter than usual, see it as an opportunity, not a setback. Use the time to strengthen your shop’s visibility, fine-tune your capture process, and sharpen your operations.
When the next wave of work comes in – and it will – you'll be ready to take it on with confidence and efficiency.
Allison Salvato, Director, Client Solutions
Every shop owner knows the rhythm of the business: some months feel like a race to keep up, others feel like the phones have gone silent. Some of the shops I've visited recently have talked about how their business has slowed. If you’re seeing a decline, too, it's not just about waiting for business to pick back up – it's about using the time to fine-tune your shop so you’re ready to capture every opportunity that comes your way.
Here are a few ways to keep your bays humming and your customers happy, even in slower seasons.
1. Finding Customers
When work feels light, the first question is obvious: how do we get more customers in the door? It starts with making sure the right people can find you.
Polish your Google Business Profile.
This is often the first place a customer looks. Make sure you’ve got current hours, fresh photos, and recent reviews. It’s a quick lift that can have a big impact.
Show off your shop online.
A great website and active social media presence can keep your shop top-of-mind. Highlight repair successes, introduce your team, and post customer testimonials. For deeper dives, check out our Run My Business video series.
Increase your visibility with carriers.
Review your network profile on cccone.com. Are your certifications, services, and contact info up to date? A complete and current profile can put you in front of more carriers and more customers.
2. Driving Capture
Once customers find you, make it easy for them to say "yes" and commit to the repair.
Streamline your website experience.
You’ve probably heard it, but it bears repeating: your website is your digital, always-on storefront. Not only is it where customers can learn about your shop, it’s often one of the first places they go (after a Google search). Make sure it's working overtime for you:
- Enable online appointments to help make it easy for a customer to bring their car in
- Turn on Repair Cost Predictor if you have CCC's customer engagement tools to give customers a range of predicted repair costs to help them make informed decisions (and reduce tire-kicking)
- Consider digital repair authorizations so customers can approve work online – no waiting, no lost momentum
3. Maximizing Current Repairs
For work already in progress, look at ways to keep those jobs moving efficiently to make sure customers leave happy.
Tighten your workflow.
Look for bottlenecks in your process and address them – whether it's parts delays, unclear repair notes, or communication gaps between departments.
Shorten cycle time.
Faster, smoother repairs mean better customer satisfaction and stronger relationships with carriers. If you've got shop management tools, check out creating a digital production board to keep the whole team aligned.
Focus on the customer experience.
Updates, clear expectations, and quality work all drive positive reviews and repeat business. Our Run My Business video series also has some great inspiration to get those rave reviews.
If your bays are quieter than usual, see it as an opportunity, not a setback. Use the time to strengthen your shop’s visibility, fine-tune your capture process, and sharpen your operations.
When the next wave of work comes in – and it will – you'll be ready to take it on with confidence and efficiency.
