Independent electronics repair shops come and go. Sometimes, even a store with a great business plan, smart employees, and a perfect location isn’t immune to failure. It can feel like there’s no rhyme or reason for why one shop succeeds and another shuts its doors.
The reality is much less mysterious. Many shops fail because they make the same few mistakes and then do nothing to fix them. But just because a shop has made a few mistakes doesn’t mean it can’t turn things around.
In this article, we’ll highlight the top eight mistakes we see electronics repair shops make and offer solutions.
There’s so much to keep track of at an electronics repair shop, from the repairs to payroll and sales numbers. If you’re managing your business using paper notes and spreadsheets, it’s easy for things to fall through the cracks.
To meet rising customer demands, using software is a must. However, if you use different programs to manage the various aspects of your business, you lack a holistic understanding of your store’s performance. This risks adding complexity to your day-to-day operations.
Related Read: Electronic Repair Shop Software: Must-Have Features + Top Providers
More than anything on this list, we recommend using a comprehensive electronic repair shop management system. This will keep your work processes, finances, and everything else you need in one place.
A repair shop management solution should have all of these features at a minimum:
While many systems support 3rd party integrations with other software, we highly recommend systems with all the features you need built in. This will reduce the number of software subscriptions you’re paying for and reduce backend complexity.
You’d be surprised how differently various technicians will handle a single repair, even if they’re certified or experienced. Some people like to cut corners with tools that are “close enough” (but might strip a few internal screws) or by not following best practices.
A few variations here and there might seem small, but they can lead to unhappy customers and will not scale as your business grows. A technician’s personality shouldn’t dictate your workflow. Instead, implement a consistent workflow from the diagnostic phase to collecting payment.
Use your POS or work order management system to help manage each task. Using repair ticket software, you can detail specific tools or parts to use and lay out the steps each worker should take. The more consistent your processes, the faster they’ll be, and the more money you’ll make.
That consistency and transparency should extend to your prices. Offer fixed prices for common repairs like screen replacements or virus removal. Customers will appreciate knowing costs upfront, and assuming you stay organized and follow similar processes, the time should average out.
Imagine a brand new customer comes into your shop and asks for a simple repair — one you’ve done a thousand times over — like a battery replacement on a phone, only to find out the battery they need is out of stock.
This is a significant setback for owners trying to build a loyal customer base.
Manually tracking parts inventory is an easy way to increase your overhead and risk overstocking or stockouts. Instead, use inventory management software to track what parts you have in stock in real time. Then, depending on your parts’ suppliers, set automated reorder alerts when certain parts run low.
Ideally, use an inventory tracking system that connects directly to your repair management software. Then, you can assign parts as part of the work order and track them as they move through the system. You can also make device-specific notes so that the right tools and parts are assigned on work orders automatically.
Even a cell phone repair shop with skilled technicians and great repair processes will fail if they don’t prioritize customer service. Communication is key to building trust with your customers.
To improve the customer experience, keep them updated on every step of the repair using your POS system. Automatically notify customers via text or email when:
When communicating with customers, more is better. Even if it’s bad news like an increased estimate or waiting time, it’s better to be proactive about it and offer solutions.
Training and retaining reliable staff is vital to growing an electronic repair business — but how do you know which employees are excelling and which aren’t?
Tracking employee performance using your POS system is a great place to start. With a POS system you can track key performance indicators (KPIs) like:
This will give you an unbiased view of employee performance that you can use to manage your team and find opportunities for improvement.
Remember, if you see that all your employees slow down on a specific repair, the issue might be in your inventory processes or organization, not the employees themselves.
If your revenue or profit margins aren’t where you expect them to be, it can be hard to pinpoint the cause. Instead of making impulsive decisions based on a hunch, use the reports and analytics in your repair shop management software to make data-driven decisions.
A modern POS and repair management system can give you insights into things like:
…and more.
For example, by looking at reports you might find that most of your repairs are on Apple devices. You could change up your marketing to target more Apple users, or decrease the amount of PC and Android parts you have on hand.
Capitalizing on little insights on these can have big payoffs.
Many electronic repair shop owners think a few positive reviews on Google or Yelp will be all the advertising they need. Unfortunately, that’s not the case.
Many otherwise great repair shops still end up in the red because they don’t do enough to reach new customers. While soliciting customers for reviews on Google or Facebook is a start, you also need to figure out a marketing strategy that works for you.
Here are a few ideas to get you started:
These are just a few ideas and it may take some trial and error to figure out what works for you. Monitor the success of your different advertising efforts using sales reports and regularly come up with new offers.
A picture speaks a thousand words — not all of them good. A disorganized or messy shop might give customers the impression that your work is the same.
Make sure your shop and employees are presentable. Train employees to greet customers as they come in. When considering electronic repair shop layouts, keep the following points in mind:
Remember, most people coming to an electronic repair shop aren’t going to browse, they’re after something specific. Optimize your store layout to make it as clear as possible.
A few final words of advice. First, be patient. It can take a long time for a new repair shop to make an impression. However, by following these tips, you can build positive momentum.
Second, and most importantly, some mistakes are inevitable. The best thing you can do is learn from them and come back stronger. Use the right tools and follow industry best practices, and you’ll turn things around.
CellSmart POS is a comprehensive system for handling payments, inventory, repair tracking, customer information, and more. We specifically built our solution to help electronics repair shops, cell phone shops, and other electronics retailers succeed.
Schedule a demo today to discover how CellSmart POS can enhance your electronic repair shop business.