Win More Customers with Smart Online Booking

Picture this, it's 8:30pm and "Sarah" needs to book her car in for new tyres. Your business closed at 5:00pm, but your competitor down the road has an online booking system...Guess who's getting Sarah's business tomorrow?

Now, you might be thinking, "But auto repairs aren't like booking a haircut." And you're right. Your customers often can't pinpoint exactly what's wrong with their car beyond "it's making a funny noise," and you frequently need to order parts or tyres in advance. But here's the thing - while fully automated booking systems might not be practical for our industry, dismissing online booking altogether is costing you more than you think.

The Real Cost of Phone-Only Bookings

Think your current system works fine? Consider this scenario:

With a traditional phone booking, the phone starts ringing during a busy period. You must make a choice, stop working on your current task to take the call, or miss it all together. Supposing you answer the phone, there's 5 to 10 minutes gathering customer details and checking the schedule. You may even need to make a follow up call if the customer wants time to "think things over".

With online booking, however, the customer easily enters their own details and selects their preferred time slot. You can review the request during a quiet period before making one quick phone call to confirm specifics and parts availability. Done!

So, what's the ultimate difference between these two scenarios? Your team stays focused on current customers and high-value tasks, while booking administration happens during natural downtime.

2025 Customer Expectations: The New Reality

Let's face it - customer expectations have evolved. In 2025, people expect to book everything from restaurant tables to doctor's appointments online. When they can't book with you online, it sends a message about your business - and not a good one.

According to pWc Global, over 60% of customers now research and book services outside traditional business hours. Without an online booking option, you're essentially closed for business when these customers are ready to commit.

But here's the key: They don't necessarily expect a fully automated, instant confirmation. They understand that automotive work often needs discussion. What they want is the ability to start the process when it's convenient for them.

A flexible online booking system that lets customers request morning or afternoon slots, which you can then confirm during business hours, gives you the best of both worlds. You capture the booking intent when the customer is ready, while maintaining the control you need to manage your schedule effectively.

Gain Your Competitive Edge

An online booking system transforms your business in ways that set you apart from the competition. When customers see you offer online booking, it immediately presents your shop as professional and modern - the kind of business they can trust with their vehicles. Your virtual doors stay open 24/7, welcoming new customers even when your physical location is closed for the day.

Your team benefits too. With fewer booking-related phone calls to handle, they can focus on what they do best: delivering exceptional service to the customers in your shop. Meanwhile, each online booking builds your customer database, creating valuable opportunities for future growth through targeted marketing and personalised service.

As an added bonus, offering online booking helps your business show up more prominently in local searches. When potential customers search for a "mechanic near me," your modern, customer-friendly approach helps you stand out from the crowd.

The Smart Approach to Auto Business Booking

An mts 365 website comes with an integrated booking system designed specifically for auto businesses like yours. It's not about replacing personal service - it's about making it easier for customers to do business with you.

The mts 365 website solution enables you to implement a hybrid approach that works for both you and your customers:

• Online booking form captures initial request and customer details
• Customer selects morning or afternoon preference
• Your team reviews and confirms specifics during business hours
• Parts or tyres can be ordered ahead if needed

This approach maintains the personal touch and control you need while giving customers the convenience they expect.

Want to learn more about how online booking could work for your business? Get in touch with us today.