How Precision Auto Care Increased Customer Retention by 58%
A Richmond Hill service center stopped losing customers to quick lubes and built a fully automated retention system.
Results at a Glance
After 6 months with Lead Flow North
Client Overview
The Challenge
Robert Kim opened Precision Auto Care in 2018 with a simple philosophy: fix it right the first time, be honest about what's needed, and treat customers like family. The quality was there. The honesty was there. What wasn't there? Consistent repeat business.
"Customers would come in for a brake job, we'd do great work, and then I wouldn't see them for two years," Robert explains. "They were getting their oil changes at Jiffy Lube, their tires at Costco. When something major broke, they'd come back—but we were missing all the maintenance business in between."
The numbers showed the problem clearly:
- Return visit rate: Only 34% came back within 12 months
- Average ticket: $387 (lots of major repairs, few maintenance visits)
- Daily phone calls: 45+ calls, mostly scheduling and status checks
- Google reviews: 23 reviews (4.6 stars)
The Real Problem
"We'd recommend an oil change, tire rotation, whatever—and they'd say 'I'll think about it.' Then they'd go to a quick lube because it was convenient. We weren't staying in front of them."
— Robert Kim, Owner
The Solution
We implemented a comprehensive GoHighLevel system focused on customer retention and operational efficiency:
1. Automated Service Reminders
The core of the system: mileage-based and time-based service reminders that reach customers before they think about going elsewhere.
- Oil change reminders: 500km before due + at due date + 1 week overdue
- Tire rotation: Every 10,000km with seasonal changeover reminders
- Brake inspection: Annual reminder with mileage tracking
- Seasonal maintenance: Winter prep (October) and summer prep (April)
2. Online Booking System
Customers can now book routine services 24/7 without calling:
- Service type selection with time estimates
- Real-time bay availability
- Transportation preference (wait, drop-off, shuttle)
- Automatic confirmation and reminders
3. Declined Service Follow-Up
When customers decline recommended work, the system tracks it and follows up:
- Immediate summary of recommendations sent via text
- 14-day educational follow-up ("Why brake pad replacement matters")
- 30-day check-in with easy booking link
- 60-day final reminder for safety-critical items
4. Automated Status Updates
Vehicle owners get automatic updates throughout the service process:
- Check-in: "Your vehicle has been checked in"
- Inspection: "Inspection complete—here's what we found"
- In progress: "Work has started, estimated completion [time]"
- Ready: "Your vehicle is ready! Total: $XXX"
The Results
After 6 months, the transformation was dramatic:
| Metric | Before | After | Change |
|---|---|---|---|
| Return Visit Rate | 34% | 54% | +58% |
| Average Ticket | $387 | $514 | +$127 |
| Daily Phone Calls | 45+ | 26 | -41% |
| Google Reviews | 23 | 89 | +287% |
| Monthly Revenue | $67K avg | $94K avg | +40% |
"The service reminders alone changed everything. Customers started coming back for oil changes, tire rotations—all the stuff they used to do elsewhere. And when they're in the shop regularly, we catch problems early instead of waiting for something to break."
— Robert Kim, Owner, Precision Auto Care
Key Takeaways
What Made This Work:
- Proactive reminders beat reactive service: Customers came back because they were reminded, not because something broke
- Convenience wins maintenance business: Online booking captured the "quick lube" customers
- Status updates eliminate calls: Automatic texts answered questions before they were asked
- Declined service follow-up recovers revenue: 23% of declined services were eventually completed
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