Guides · Sales

Why do customers say no to the work we recommend?

You find real problems, and customers still say no. Here's how Nolavi works through it, the same way a good mechanic works on a car: find the concern, the cause, the correction, then verify the fix.

1

The concern

Nate's shop recommended $46,000 of work last month. Customers approved $19,000.

Table of auto repair estimate approval rates with and without photos
Photos changed everything.
2

The cause

Nolavi looked at approvals by service writer, job and how the estimate was sent. Estimates with photos were approved 68% of the time. Estimates without photos, 29%.

Bar chart of rising estimate approval rate at an auto repair shop
Up every week.
3

The correction

Every estimate now includes photos and a one line reason in plain words, sent by text so customers can look on their own time.

4

The verification

Approval rate rose from 41% to 63%, worth about $10,000 more approved work a month.

Auto repair approval rate results after adding photos to estimates
Same cars, more yes.

How we work. We make changes like this for shops all the time, using each shop's own data. The numbers shown are examples.

Questions

Quick answers.

Why do customers decline repairs?

Usually they don't understand why it's needed or don't trust it. Photos and plain words fix most of that.

How do I raise my approval rate?

Show photos, explain the why simply, and give the customer time to look at it.

Keep reading

See it for yourself.

Open the demo and find this kind of problem in a minute. Or book your 14 day free trial: it starts with a quick call, and we set it all up and fit it to your shop.

Try the live demo