The Digital Shop® Blog
Miramar Automotive and Transmission was recently voted the Best Auto Repair Shop in San Diego by San Diego Magazine. This well-deserved achievement recognizes Miramar Automotive’s years of dedication to customer service and excellence. AutoVitals recently had the privilege of chatting with Kim Dais, the owner of Miramar Automotive, who shared insights into the success and strategies that have propelled their shop to the top. Miramar Automotive and Transmission has been a valued client of AutoVitals since 2018.
The Importance of Networking and Referrals
Kim Dais attributes a significant part of Miramar Automotive’s success to networking activities, including her active participation in Business Networking International (BNI). As the auto repair representative for the Carmel Valley chapter of BNI, Kim emphasizes the importance of networking and referrals. Another member of the BNI chapter nominated Miramar Automotive for the prestigious award and several others contributed by voting, highlighting the power of community and business connections.
"A big part of BNI is driving referrals for other members of your network," Kim explains. "I think we've done over $50,000 in sales just from BNI referrals."
When asked what advice she would give to other shop owners looking to improve their customer service, Kim urged auto shop owners to join networking or mentorship groups. Kim emphasized the importance of collaborating with other industry experts to share ideas and best practices.
"Talking to other owners and getting new ideas is huge," Kim states. "It's invigorating to sit in a room with other shop owners and discuss our businesses. There's enough work to go around, that the meetings lead to collaboration rather than competition, which benefits everyone. Also, more good shops out there make the entire industry look better."
“Just try and get as much information as you can from people that you respect and you look up to, like somebody who has a really successful shop…You'll be surprised that these top shop owners are usually so willing to give their input and help new shop owners,” Kim elaborates.
Kim participates in various groups, including the Automotive Service Councils of California (ASCCA), NAPA Auto Care’s Business Development Groups (BDGs), BNI, and a mastermind group of shop owners. These groups offer accountability and continuous learning opportunities.
What Sets Miramar Automotive Apart from the Competition?
According to Kim, the ease of communication between their customers and their service advisors is a standout feature that sets Miramar Automotive apart. From texting service updates to offering digital inspections, after-hours pickup, and flexible drop-off times, the shop prioritizes customer convenience.
"We try to make it as easy on people as possible by offering various modes of communication so that we can keep in touch in a way that doesn't disrupt their day," Kim says. "There's still a bunch of shops that don't offer digital inspections, after-hours pickup, or even texting options. Our combination of these features really helps set us apart and our customers notice that."
AutoVitals’ digital vehicle inspection and customer communication platform enable Miramar Automotive to send customers pictures and videos of all recommended actions, send automatic vehicle status updates, and request approvals via text. This enhances customer service and speeds up the approval process, as the average response time for text messages is only 90 seconds!
Miramar Automotive proudly has nearly 400 Google reviews, with an average rating of 4.8 stars. These reviews highlight the quality of service and the shop’s honesty and professionalism.
Strategies for Implementing Digital Vehicle
Inspections
Digital vehicle inspections (DVIs) have been crucial in enhancing customer service and boosting sales at Miramar Automotive. However, implementing digital vehicle inspections can be challenging due to technician resistance.
Kim shares, "Some of our technicians struggled a bit to adapt to using the technology, but they all saw the value in it. We emphasized the importance of thorough inspections, and the technicians understand how important this is to the success of the business.”
To train her team on the digital inspection process and reinforce value, Kim routinely has each technician perform independent inspections on the same vehicle. After each technician has completed their inspection, Kim quotes out all of their recommendations.
“They see the difference in value that they might be leaving on the table by not checking this or not recommending that. We’ve seen that in some cases this can result in over$2,000 differences in recommended work,” Kim states.
Kim reminds her team that digital inspections “help us provide more value to our customers, which allows us to increase your pay and keeps the shop growing so we can buy more equipment and continue to improve. It all comes down to how good of an inspection you can do and how well your service adviser can convert that really good inspection into sales.”
By educating the team on the benefits of digital inspections and demonstrating the financial impact, Miramar Automotive successfully empowers their technicians to perform comprehensive inspections on every vehicle in their shop.
What’s Next for Miramar Automotive and Transmission?
Looking ahead, Miramar Automotive strives to hit $1 million in sales this year and is looking for opportunities to expand the size of their shop and add team members. With a strong foundation of networking, innovative customer service, and a dedicated team, Kim Dais and Miramar Automotive and Transmission are well on their way to achieving their future goals.
Conclusion
Miramar Automotive and Transmission's success story is a testament to the power of networking, innovation, and dedication to customer service. AutoVitals is proud to support Miramar Automotive and Transmission’s continued growth and success.
If you are looking for the best auto repair in San Diego County, visit miramarautomotive.com to request an appointment.