Discover how RepairPal Certified Shops grow, retain loyal customers, and provide standout service—from the shop owners themselves.
At RepairPal, we don’t just certify auto repair shops—we champion their growth. Every RepairPal Certified Shop meets the highest standards for quality and transparency, but it’s the people behind those shops that truly make them stand out.
We recently asked shop owners from across the country to share their stories, strategies, and advice. What we found was a treasure trove of inspiration and real-world wisdom on what it takes to thrive in today’s competitive auto repair industry.
From family-run businesses to military-trained mechanics, these owners shared how they’ve grown their shops, built loyal customer bases, and stayed resilient through challenges. Let’s dive into what makes these RepairPal Certified Shops shine—and how you can apply their tips to your own business.
Customer Service Comes First—Every Time
One thing every shop owner agreed on? Exceptional customer service is non-negotiable for exceptional customer satisfaction.
Jennifer Scales of All-Stars Auto Care Center in Trinity, AL said:
“We strive to earn your repeat business. Great service keeps people coming back. We’re a one-stop shop for all your repair needs, and we make sure you’re treated right.”
Mike-Brennen Deluca from Jackd Automotive in Chattanooga, TN echoed that:
“We treat every customer the way we want our family to be treated—fair, honest, trustworthy. That’s how we’ve built our reputation.”
And it’s not just lip service. These shops go above and beyond—literally. Marty T from MTI Service Center in Valparaiso, IN shared:
“We came in on a Sunday to get a customer back on the road. That’s the kind of service that builds loyalty.”
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Yes, I want my free guide!Retention Is the Real Win
While gaining new customers is important, keeping them is key. That’s why many shops emphasize follow-up and relationship building.
Jon Hyatt, a fourth-generation owner of Hyatt’s Auto Repair in Voorhees, NJ, said it best:
“Retention, retention, retention. Follow up after care. Stand behind your work. Offer a warranty.”
Damien McCartha from McCartha’s Auto Service in Bainbridge, GA believes that transparency is the foundation of trust:
“We quote properly before repairs, and we’re open with our customers. That’s what builds long-lasting relationships.”
Michael Jackson at Toydoc Auto in Phoenix, AZ takes it a step further:
“We want to know how your vacation went, when your niece’s birthday is, and how your day is going. Our customers are part of our extended family.”
Shop Management Tools Make It Happen
Behind every smooth operation is a system that works. Whether it’s quoting, scheduling, or communication, the right software saves time and stress.
- Toydoc Auto relies on Mitchell 1’s TeamWork SE and social customer relationship management (CRM) to streamline operations.
- Jackd Automotive leans on Tekmetric, while Hyatt’s Auto Repair uses Identifix and MyShopManager.
- MTI Service Center is powered by NAPA TRACS.
These tools empower shops to stay organized and responsive—two things that today’s customers expect.
Community Involvement Builds Brand Loyalty
Many RepairPal Certified Shops are deeply rooted in their communities, which builds trust and boosts word-of-mouth referrals.
- Toydoc Auto partners with local food banks, supports toy drives, and even works with MAACO to donate reliable vehicles to families in need.
- Kovac Automotive in Davie, FL partners with schools for auto education programs and sponsors community events and workshops.
- MTI Service Center gives back by sponsoring festivals and little league teams—staying top of mind in their local area.
Customers remember who shows up for them—and they return the favor with their business.
Real-Life Repair Wins
Great service isn’t just about what you say—it’s what you do when no one’s watching.
Jackd Automotive helped a customer whose brake hose was on national backorder by getting one custom-made—so she wasn’t without her Jeep for weeks.
Toydoc Auto jumped into action when a fleet van broke down on the freeway in 100-degree heat.
“We picked up the crew, got them out of the sun, towed the van, diagnosed the issue, and got them back on the road the same day.”
Kovac Automotive once provided a loaner and late-night repair for a stranded customer:
“They left us a heartfelt review. That’s what makes it all worth it.”
These small acts turn into big trust.
Culture Starts Inside the Shop
Great shops don’t just serve customers—they support their teams.
Toydoc Auto does quarterly reviews, hosts weekly meetings, and encourages feedback.
“Everyone has a voice. That’s how we build a great work environment and top-notch service.”
McCartha’s Auto Service agrees:
“Weekly staff meetings help us run more efficiently. It takes teamwork to make our shop the best it can be.”
Hyatt’s Auto Repair even made a customer service recovery into a team effort—
“A drain bolt was left loose, so we power-washed their driveway to clean up. We owned it, and fixed it.”
When employees are heard, valued, and motivated, customers can feel the difference.
From Humble Beginnings to Thriving Shops
Many of these shop owners didn’t start with much—but they started with passion.
- Jennifer Scales (All-Stars Auto Care Center) opened her own car lot in 2015 and turned it into a full-service auto care center.
- Damien McCartha (McCartha’s Auto Service) started at a shop when he was 16, went to college for Automotive, and has never looked back.
- Michael Jackson (Toydoc Auto) worked his way up from a lube tech to owner—and now employs 7 of his own family members.
- Marty T (MTI Service Center) got his training in the Army and now runs 6 locations.
Their advice for those just starting out?
Marty T, MTI Service Center:
“Be patient. At times it’s tough, but the battle is worth it.”
Damien McCartha, McCartha’s Auto Service:
“Start out simple and build slowly,”
Michael Jackson, Toydoc Auto:
“Expect growing pains, but focus on exceptional service and listen to feedback. That’s how you grow.”
The Future Is Personal
As the industry shifts toward electric vehicles and high-tech solutions, one thing remains the same: people want to be treated like people.
Michael Jackson from Toydoc Auto echoes this sentiment:
“Even with all the tech, customers will still crave a personal touch. Our job is to provide that—and stay committed to high-quality care.”
Joey Kovac from Kovac Automotive agrees:
“To retain customers, enhance the experience with personalized service and transparent communication. That’s how you stay relevant.”
FInal Thoughts
The RepairPal Certified Shop network isn’t just about badges and benchmarks. It’s about people—real shop owners doing real work with heart, hustle, and honesty.
From personalized service and solid warranties to late-night rescues and homegrown teams, these shops show us what’s possible when you care deeply about your craft and your community.
Want to become a RepairPal Certified Shop or learn more about how to grow your auto repair business? Get in touch with our team today.
