If you’ve noticed a steady drop in repair orders at your auto repair shop, your first instinct might be to assume you’re losing customers. But in many cases, the cause is more subtle—and completely solvable.
The Real Reason Behind Falling Repair Orders
In a story shared by Hunt Demarest, CPA and host of Business by the Numbers, a long-standing Maryland auto repair shop saw a significant sales drop and couldn’t figure out why.
Customer loyalty was high. Staff turnover was minimal. Marketing efforts were steady. Yet, revenue was slipping fast.
The problem? It wasn’t that customers were unhappy or going elsewhere. They just weren’t driving as much.
How One Shop Owner Got to the Root of the Problem
This particular shop served a loyal, mostly government-employed client base. These were dependable customers who traditionally came in twice a year for service.
Then 2020 changed everything.
Remote work meant fewer commutes. Cars were sitting idle. Even though customers still had income and vehicles, their driving habits changed overnight.
The shop owner started digging into their shop management system and made a shocking discovery:
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Customers were driving 2,500 fewer miles per year
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That shift reduced service frequency from 2 visits/year to 1.5 visits/year
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Repair orders dropped 25%, despite customer retention staying flat
To confirm the data, the owner picked up the phone and started calling customers. The conversations revealed a pattern: people weren’t neglecting their vehicles—they simply weren’t using them as often.
The Hidden Data in Your Shop Management System
Your customers may still be loyal—but that doesn’t mean they’re visiting as often or spending the same.
By analyzing mileage, visit frequency, and spend per visit, this shop discovered:
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Their customer base hadn’t shrunk
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Per-customer revenue was down because visits were less frequent
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The solution wasn’t better closing—it was higher car count
This insight shifted their entire business strategy. Instead of blaming service advisors or pushing for higher ticket averages, they focused on driving more traffic to make up for lower annual value per customer.
What Every Auto Repair Shop Should Be Doing Right Now
Here are five actionable steps to help you identify and respond to declining repair orders:
✅ Track mileage trends in your shop management system
✅ Monitor visit frequency for repeat customers
✅ Compare year-over-year changes in both metrics
✅ Don’t assume lower sales mean lost customers
✅ Talk to your customers—find out what’s really changed
Remember: repair orders and customer count are not the same thing. If your customers are driving less, they’ll naturally spend less. Your goal isn’t always to increase average ticket—it may be to increase car count instead.
🎧 Want to hear more from Hunt Demarest?
Listen to the full episode: Business by the Numbers – www.paarmelis.com/business-by-the-numbers
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