Case Study: How Marchetti's Auto Care Increased Service Requests by 125%

The Client

Marchetti's Auto Care is a family-owned auto repair shop in Hamilton, Ontario. Tony Marchetti took over the business from his father in 2018, inheriting both the shop and its loyal but aging customer base.

With three bays, two full-time technicians, and Tony himself working on cars, they had the capacity to handle more work—but struggled to fill all their appointments consistently.

The Challenge

When Tony reached out to us in March 2025, he was facing several challenges:

• Slow lead response time: 4-6 hours on average, sometimes next day
• Low conversion rate: Only 28% of leads became booked appointments
• Few online reviews: 4.2 stars on Google with only 47 reviews total
• No customer retention system: Customers came once and often didn't return
• Competing with dealerships: Local dealership service departments had slick marketing

Tony was spending about $800/month on Google Ads but couldn't track results effectively. He knew he was leaving money on the table but didn't know where to start.

The Strategy

After our initial strategy call, we identified four key areas to focus on:

1. Instant Lead Response System

We implemented an automated lead response system that:

• Sends an instant text message when someone fills out the contact form
• The message is personalized and professional, not robotic
• Asks qualifying questions to understand their needs
• Offers immediate booking options
• Notifies Tony when the lead responds so he can follow up at his convenience

Result: Average response time dropped from 4-6 hours to under 3 minutes.

2. Online Booking Integration

We added an online booking system that:

• Shows real-time availability
• Lets customers book oil changes, inspections, and consultations directly
• Sends automatic confirmation and reminder texts
• Reduces no-shows with day-before and same-day reminders

Result: 40% of new customers now book online, often after hours.

3. Review Generation Automation

We created an automated review request system:

• Text sent 2 hours after service completion
• Simple, one-click link to leave a Google review
• Friendly follow-up if no review within 48 hours
• Automated thank-you when review is posted

Result: Monthly reviews increased from 2 to 12, and rating improved from 4.2 to 4.8 stars.

4. Customer Retention Campaigns

We built automated retention workflows:

• Oil change reminders based on mileage estimates and time since last service
• Seasonal campaigns for tire swaps and winter prep
• Birthday emails with small discounts
• Re-engagement campaigns for customers who hadn't visited in 6+ months

Result: Customer return rate nearly doubled, from 35% to 67%.

The Results (After 9 Months)

The ROI

Let's break down the numbers:

• Additional booked jobs per month: ~25
• Average job value: $425
• Additional monthly revenue: ~$10,625
• Additional annual revenue: ~$127,500
• Investment with Lead Flow North: $997/month
• ROI: 965%

Key Takeaways

1. Speed wins. The biggest single improvement came from instant lead response. When you're competing with 2-3 other shops, responding first often means winning the job.
2. Reviews compound. Going from 47 to 140+ reviews (and 4.2 to 4.8 stars) dramatically improved trust. New customers specifically mention the reviews.
3. Retention is profitable. Bringing back existing customers is far cheaper than acquiring new ones. The maintenance reminders alone generated significant repeat business.
4. Automation enables, not replaces. Tony still provides the personal touch—but now he does it at scale, without being chained to his phone.

Is This Right for Your Shop?

This approach works best for auto repair shops that:

• Have capacity to handle more work
• Want to compete on quality and trust, not just price
• Are willing to invest in systems that pay for themselves
• Value their time and want to work smarter

If that sounds like you, let's talk. We'll do a free audit of your current setup and show you exactly where the opportunities are.