129 - The New Backbone of a Successful Shop: Software That Actually Works
June 25th, 2025 - 00:58:23

Show Summary:

In this episode, Jimmy Lea hosts a dynamic conversation with John Phelps from Tekmetric, shop owner and Institute coach Jennifer Hulbert, and Tonnika Haynes of Brown’s Automotive. They dive into the realities of switching point-of-sale systems, discussing both the challenges and the rewards. John shares how Tekmetric has evolved, focusing on cloud-based innovation and powerful reporting tools that help shops improve performance. Jennifer and Tonnika provide real-world insights into how Tekmetric impacted KPIs like effective labor rate and average repair order. The conversation highlights the importance of accountability, data transparency, and choosing the right tools and partnerships to help shops grow and succeed.

 

Host(s):

Jimmy Lea, VP of Business Development

 

Guest(s):

John Phelps, Director of Channel Partnerships, Tekmetric

 

Jennifer Hulbert, Owner of Service Plus Auto and Head Coach at The Institute

Tonnika Haynes, Owner of Browns Automotive

 

Episode Highlights:

[00:02:21 ] Tekmetric celebrates surpassing 10,000 shops using the platform, marking a major growth milestone.

[00:03:45 ] Jennifer shares the top rule of POS transitions: don’t do it unless it meets every business need.

[00:06:41 ] Tonnika chose Tekmetric for its ability to support remote work, which was crucial while raising young children.

[00:08:47 ] John explains how Smart Jobs use VIN decoding to build accurate estimates in just a few clicks.

[00:13:29 ] Tonnika and Jennifer describe Smart Jobs as a virtual assistant that improves efficiency and consistency.

[00:17:00 ] Jennifer uses Tekmetric's deep reporting features to coach shop owners on improving financial performance.

[00:23:06 ] The team discusses real-time reporting and how it helps address issues before they become problems.

[00:37:40 ] Jennifer explains how digital vehicle inspections help build trust and transparency with customers.

[00:44:16 ] John reveals that shops using DVIs with 8 or more images see an average repair order increase of $106.

[00:54:54 ] Tonnika shares how “Do It Right” reflects her mission to serve her community and honor her family legacy.

 

In every business journey, there are defining moments or challenges that build resilience and milestones that fuel growth. We’d love to hear about yours! What lessons, breakthroughs, or pivotal experiences have shaped your path in the automotive industry?
Share your story with us at info@wearetheinstitute.com, and you might be featured in an upcoming episode.

 

👉 Unlock the full experience - watch the full webinar on YouTube: https://www.youtube.com/watch?v=IZq3oadWJ-o

 

Don’t miss exclusive insights, expert takeaways, and real talk you won’t hear anywhere else. Hit Subscribe, drop a comment, and share it with someone who needs to hear this!

 

Links & Resources: 

• Want to learn more? Click Here


• Want a complimentary business health report? Click Here


• See The Institute's events list: Click Here


• Want access to our online classes? Click Here

________________________________________

Episode Transcript Disclaimer

This transcript was generated using artificial intelligence and may contain errors. If you notice any inaccuracies, please contact us at marketing@wearetheinstitute.com.

 

Episode Transcript:

Jimmy Lea: Good morning, good afternoon, good evening, or good night, depending on when and where you're joining us from today. My name is Jimmy Lea. I'm with the Institute. We are going to have a really great conversation coming up here in just a few moments. This is to be an interactive conversation. You've got questions, we've got answers.

Jimmy Lea: You've got questions about different point of sale systems, you've got questions about Tekmetric. We've got the extroverts that are gonna be here with us. So not to give everything away, but we do have Tekmetric in the house today, which is gonna be an awesome conversation. Thank you to everybody who's here.

Jimmy Lea: We have a phenomenal panel that's gonna join us here today, starting with. John Phelps from Tekmetric. John is joining us as the voice of Tekmetric today. John, how are you sir? 

John Phelps: I'm doing very well, Jimmy. Thank you for having us. 

Jimmy Lea: This is gonna be awesome. And just so you all know, I did try to canonize John the other day.

Jimmy Lea: I called him John Paul. 

John Phelps: Yeah. I felt like, I was a pope candidate at the moment, but no, 

Jimmy Lea: you were, 

John Phelps: you're 

Jimmy Lea: in the running. There we go. You just didn't know it. 

John Phelps: No, I was a little late to that one, apparently. Yeah. That he was already he was already selected. Even though he is from the us No I did not make that cut.

Jimmy Lea: Nice. Nice. Well, glad to have you here with us, John. Thank you very much for joining us. We appreciate Tekmetric that, and the strides that you are taking as a software of value in the industry. Really making it great for our shops to understand where they are, what they're doing, process, procedures, profit effective labor rates.

Jimmy Lea: Effectivity is super awesome. 

John Phelps: Absolutely no, it's it's really been awesome to see, you know, we've got clients like like we have here today, and I know you said you don't wanna give everything away, so we'll wait to bring them in here in a little bit. But just to be able to see the strides in the growth within Tekmetric, but also within our clients, within our shops over the last few years.

John Phelps: I personally have been with Tekmetric a little over four years now, and in that timeframe it's been very cool to see number one. We've more than, let me see here, quintupled. Almost sex coupled in terms of shop count you know, sub 2000 at the time. And now as we, you know, announced a few months ago, cracking over the 10,000 shop mark across the country and growing bigger and bigger every single month.

John Phelps: Luckily for us, and even more so, and I know we'll get into this a little bit later, but. The strides that those shops have seen since switching. And by no means will we ever take the credit for a shop doing very positive things with their own business, but we're just happy to be a part of that ride.

John Phelps: One of the things I will say, I. Is, you know, the national average based on the most recent metrics that we've seen in terms of a RO which you mentioned, right? The average repair order that parts in labor sales per ticket is between four and four 50. We've heard reports as high as four 80. Whereas Tekmetric customers across our entire user base has cracked over $600 per car that comes across their shop.

John Phelps: So 27% higher than the national average. And I know we've we've got a. Can say a little bit more than that in terms of their growth that they've seen in the last few years. And I'll let them do the description on there, but very happy to be here and and be a part of this. 

Jimmy Lea: Well, thank you John.

Jimmy Lea: Welcome, man. This is awesome. And joining us, Jennifer Holbert. Jennifer is a facilitator coach with the institute. She is a Tekmetric user as well, and she made the leap to go from one point of sale system to another. And Jennifer, we know the rules. We know the rules of jumping and what are those rules?

Jennifer Hulbert: Hello, Jimmy. Thank you for the introduction. So as a facilitator my first rule of changing management systems is don't because it is a very large deal and can be disruptive to your whole shop. I. Went against that rule and made the switch from a different management system to Tekmetric about seven years ago and have seen nothing but an upside from that switch since then.

Jennifer Hulbert: We'll get into some of the reasons why in a little bit later. Yeah. In the podcast. But this has been a very positive move for me as it has been for many of my coaching clients and group members. 

Jimmy Lea: I think the top rule three rules of change your point of sale systems is don't do it.

Jimmy Lea: Don't do it. Don't do it. And then 0.4 says, to your point, make sure when you do it, it does fulfill everything that you're looking for. 

Jennifer Hulbert: Yes. Thoroughly research it. 

Jimmy Lea: Thoroughly research. I'm glad you research it. And you, your client number? 2000 something? Something. 

Jennifer Hulbert: 24 88. 

Jimmy Lea: 24 88. Wow. Wow. Welcome. Glad to have you here with us, Jennifer.

Jimmy Lea: This is awesome. Thank you. And by the way, just so everybody understands, not only is she a coach and facilitator with the institute, she owns a shop. You own a shop and run a shop in nor New York, 

Jennifer Hulbert: Northern New York, yep. Service plus automotive in calcium, New York.