It’s not easy to achieve “simple,” but when done right, time-consuming tasks are made easier. With a simple click of a button on an customized workflow, the shop just solved two problems: one is tracking each car in their vehicle inventory; the other is customer communication.

A shop owner recently shared that after reading an ad stating how 50% of inbound calls to a shop are status update inquiries, he had to find out for himself. He told us we were wrong and said that after conducting his own survey on a busy day at his shop and documenting every, single call, he actually found that 80% of calls were for status updates. Imagine that…8 out of every 10 calls received were people asking, “What’s going on with my car?” And, we supplied him with a tool that will achieve this proactive communication that customers are wanting along with nearly stopping his phone from ringing. Though a shop owner 30+ years, this individual said his service and philosophy had not changed from day one. What has changed is customers. He said there’s something about people now that they want stuff immediately. With having everything at their fingertips, they’ve lost nearly all of their patience for the service industry. To share a quote from Advisor Fix‘s Jeremy O’Neal about millennials, “Millennials say ‘I want what I want when I want it. If you can’t give it to me, I’ll go somewhere that will.’ ”

It’s true: a simple click of a button on a flow chart makes a world of difference in a shop. One of the compliments I get about is, “Wow, this is simple!” And, some people actually feel compelled to be apologetic after making that comment, as if it were an insult. I always make sure to thank them and say that is one of the biggest compliments I could get.

Chris Cloutier

Chris Cloutier

Architect/President at

As an auto repair shop owner of Golden Rule Auto Care, Chris Cloutier realized the need for a better way to communicate with his customers as he observed how communication gaps created bottleneck situations and wasted valuable rack time. With 20+ years experience as a software developer including employment stints at Southwest Airlines and Wyndham International, Chris had seen the benefits of the marriage of software and customer service.  With the entrepreneurial passion to create an innovative solution to solve a common industry problem, Chris designed, a tool that dually functions as a visual workflow management system and as a means for keeping customers engaged and informed by providing status updates throughout the stages of the vehicle repair process. Click here to read more...

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