Steven Fafel, Co-founder of AutoOps, has innovatively shaped the automotive service industry through his online scheduling tool that integrates with most shop management systems. With a background in building software for rock climbing gyms with his brother, Steven pivoted to AutoOps to address a need for better customer engagement and streamlined scheduling in the auto repair space. Known for his commitment to excellence and deep understanding of customer behavior, Steven brings care and dedication to his field.

In this episode…

Has the traditional way of scheduling and customer engagement been eclipsed by modern technology? What does it take to redefine the dynamics of auto shop operations in a customer-centric economy? Can a change in the approach, integrated with the right tools, elevate both service efficiency and customer satisfaction?

According to Steven Fafel of AutoOps, his company’s software presents a solution to a common problem — scheduling service appointments with ease. He emphasizes the necessity of connecting marketing efforts with scheduling tools to capture and retain customers effectively. With a strong focus on customer reengagement and making the user's journey seamless, Steven highlights the importance of IP targeting and using tools like AutoOps for online scheduling, which is crucial for optimizing a shop's performance.

On this episode of Gain Traction, Mike Edge chats with Steven about putting the customer first in automotive operations. The conversation reveals how paying close attention to client behavior and leveraging smart scheduling can transform the auto service experience. Steven not only shares his company's advances in scheduling innovation, but also delves into the importance of cultivating a customer-friendly environment, suggesting that shops can actually choose their clientele to foster better relationships.

Here’s a glimpse of what you’ll learn:

• [2:02] Why North Carolina is becoming an automotive hub
• [2:39] Steven Fafel shares his journey from Lancaster, Pa. to the forefront of automotive innovation
• [3:08] Why tire and auto repair shops are starting to choose their customers more carefully
• [7:53] How online scheduling with AutoOps can revolutionize a shop's efficiency
• [8:35] The continual enhancements to the scheduling software for the evolving needs of auto shops
• [19:05] Why integrating marketing efforts with scheduling tools is crucial for business growth
• [33:36] Steven explains AutoOps' customer-centric approach and focus on providing value

Resources mentioned in this episode:

• Steven Fafel on LinkedIn
• AutoOps
• Traction Summit
• Mike Edge on LinkedIn
• Tread Partners

Quotable Moments:

• "I keep trying to get my car into the shop, and I can never pick a time — that's where AutoOps comes in." - Steven Fafel
• "North Carolina is becoming the second automotive center of the world right now." - Steven Fafel
• "It's not just about getting customers to call, we can't get your service advisors to be nice; we need both." - Steven Fafel
• "All we do is online scheduling — that's all we focus on." - Steven Fafel
• "Whatever you do, be all there. It's about being present and focusing on the task at hand." - Steven Fafel

Action Steps:

1. Implement online scheduling: Consider leveraging an online scheduling system like AutoOps for efficiency and customer convenience. It directly fosters ease of access, as Steven explained by sharing anecdotes from his own family's experience.
2. Customer reengagement programs: Utilize IP targeting or other tools to reengage lost customers, as described by Steven when discussing Tread Partners' approach.
3. Attend industry summits: Networking and learning at automotive events can provide valuable insights into industry trends and practices.
4. Filter your clientele: Be selective about your customers to create a more positive and productive service environment.
5. Continual improvement: Always look for ways to enhance your business, be it through software upgrades or customer service training, to keep up with evolving industry standards.

Sponsor for this episode...

This episode is brought to you by Tread Partners. 

At Tread Partners, we provide digital marketing for multi-location tire dealers and auto repair shops. 

By using our strategy, branding, and marketing services, we help shops sell more tires and put more cars in bays.

We’ve helped companies like Action Gator Tire, Colony Tire and Service, and Ulmer’s Auto Care Center bring extreme growth in paid leads, ROI, and searches. 

So, what are you waiting for?

Visit www.treadpartners.com or email [email protected] to learn more.