10 Repair Shop Management Tips That Actually Work

Running a repair shop is two jobs pretending to be one. You're a technician and a business owner, and both roles demand your full attention. Here are 10 management tips that separate shops that survive from shops that thrive.

1. Track Everything, Even the Quick Jobs

That "5-minute" repair you did for a walk-in? If you didn't log it, it didn't happen. No ticket means no record, no invoice, and no data to analyze later.

Every job gets a ticket. No exceptions. Even freebies get logged — you need to know how much revenue you're giving away.

2. Set a Diagnostic Fee and Don't Apologize for It

A diagnostic fee does three things:

• Compensates you for your expertise and time
• Filters out people who just want a free opinion
• Sets the expectation that your work has value

$30-75 is standard. Waive it if the customer approves the repair. But never skip it entirely — you'll attract the wrong customers and devalue your service.

3. Standardize Your Pricing

"I'll figure it out when I see it" pricing is a recipe for inconsistency, undercharging, and customer disputes.

Build a price list for your most common repairs. Post it on your website. Print it for the counter. When a customer asks "how much for a screen replacement?" you should have an answer instantly — not "let me take a look."

Flat rates for common repairs, hourly for complex/unknown work. Simple.

4. Communicate Before the Customer Has to Ask

The #1 complaint customers have about repair shops isn't price or quality — it's communication. "Nobody told me what was happening."

Set up automatic notifications:

• Job received — "We got your device, here's your ticket number"
• Diagnosis complete — "Here's what we found, here's what it'll cost"
• Work started — "Your repair is in progress"
• Ready for pickup — "Your device is ready, here's the total"

If your software doesn't automate this, do it manually. A 30-second text message prevents a 5-minute phone call.

5. Don't Let Completed Devices Pile Up

A device that's done but not picked up is:

• Taking up bench space you need for paying work
• A liability (what if it gets damaged sitting around?)
• A sign that the customer didn't get notified properly

Send a "ready for pickup" notification immediately when the job is done. Follow up at 3 days. Set a policy (30 days is common) after which you charge storage or the device becomes abandoned property.

6. Hire for Attitude, Train for Skill

When you're ready to bring on help, don't just hire the most technically skilled person. Hire someone who:

• Shows up on time
• Communicates clearly with customers
• Documents their work
• Takes ownership of mistakes

You can teach someone to replace a screen. You can't teach someone to care about the customer's experience.

7. Document Your Processes

If you got hit by a bus tomorrow, could someone run your shop? If the answer is no, your processes live in your head — and that's a single point of failure.

Write down:

• How to check in a device
• How to create an invoice
• How to handle a warranty claim
• How to close out the register
• Where to order parts from

It doesn't need to be pretty. A Google Doc is fine. The point is that your business can operate without your brain being the only reference manual.

8. Watch Your Numbers

You can't improve what you don't measure. Track these monthly:

• Revenue — obvious, but track it per week/month, not just "it feels like a good month"
• Average ticket price — are you undercharging?
• Turnaround time — how long from check-in to pickup?
• Jobs per tech — who's pulling weight and who's not?
• Repeat customer rate — are people coming back?

Most shop management software generates these reports automatically. Use them.

9. Have a Warranty Policy (In Writing)

Decide upfront:

• What do you warrant? (Labor? Parts? Both?)
• For how long? (30 days labor, 90 days parts is common)
• What's excluded? (Physical damage, water damage, user error)
• What's the process? (Bring it back, we'll fix it or refund)

Print it on your receipts. Post it in the shop. Put it on your website. A clear warranty policy prevents arguments and builds trust.

10. Invest in Your Systems Before You Need Them

The worst time to implement shop management software is when you're drowning in 50 active jobs and can't find anything. The best time is when you're at 10-15 jobs and can still migrate smoothly.

Same goes for accounting software, a proper POS system, and inventory tracking. Set it up when things are manageable, not when they're on fire.

Looking for shop management software that handles tickets, invoicing, notifications, and reporting? Try TechsBox free — built by someone who ran a repair shop.