Customer Follow-Up Is the Real Growth Lever in Auto Repair

Tim Winkeler is the President and CEO of VIP Tires & Service, a multi-location tire and auto repair company operating nearly 80 locations across the Northeast. With decades of experience in automotive retail and operations, Tim has played a key role in scaling the business through disciplined growth, strategic acquisitions, and a strong focus on operational consistency.

Under his leadership, VIP has prioritized long-term customer relationships, clean data, and systems that support both employees and customers at scale. Tim’s perspective is shaped by running a large, complex organization while staying grounded in what actually works inside the store and after the vehicle leaves the bay.

In this episode…

Auto repair shops are under more pressure than ever to retain customers, protect their reputation, and operate efficiently across multiple locations. Yet many owners still treat what happens after the visit as an afterthought. This conversation focuses on why auto repair customer follow up has quietly become one of the most important growth levers in the industry and why ignoring it now comes at a real cost.

Tim Winkeler explains how intentional communication, automation, and clean data change customer behavior without relying on discounts or constant promotions. The discussion highlights a growing gap between shops that deliver great service once and shops that stay connected consistently. For owners trying to improve retention, reduce no-shows, and build long-term trust, auto repair customer follow up is no longer optional.

Here’s a glimpse of what you’ll learn:

[01:03] Who is Tim Winkeler?

[01:21] Discussion of repeat guest appearances and long-term industry relationships

[08:09] Overview of VIP Tires & Service footprint and current store count

[09:49] Decision to transition CRM and customer communication systems

[10:34 ] Immediate impact of CRM change on Google reviews and customer engagement

[14:07] Consolidating reputation management into a single platform

[15:25] Challenges of CRM transitions and the importance of clean customer data

[18:55] Integrating customer data with phone systems

[20:44] Announcement of VIP Tires & Service approaching its 100th anniversary

[22:24] Plans for customer and employee events tied to the centennial celebration

[25:11] Why longevity and consistency matter to customers and employees

[26:53] Emphasis on relationships as the foundation of auto repair service businesses

Resources mentioned in this episode:

• Tim Winkeler LinkedIn
• VIP Tires & Service Website
• Tread Partners
• Gain Traction Podcast on YouTube
• Gain Traction Podcast Website
• Mike Edge on LinkedIn

Quotable Moments:

• “I can tell you that the month that we turned over all of our CRM, our five-star Google reviews tripled.”
• “Our mission as a company is to earn a customer for life.”
• “So much of the experience is teed up prior to the visit and also post visit.”
• “Digitally, you have to be connected to your customers.”
• “Our customers are looking for reliability, stability, and consistency.”

Action Steps:

1. Audit your current auto repair customer follow up process to identify where communication stops after the visit.
2. Implement automated appointment reminders to reduce no-shows and improve vehicle count.
3. Clean and consolidate customer data to avoid duplicate records and inconsistent messaging.
4. Centralize reputation management so reviews, feedback, and responses live in one system.
5. Treat auto repair customer follow up as a core operational function, not a marketing add-on.