Chris Cloutier is the owner of Golden Rule Auto Care in Dallas, Texas, and the founder of AutoFlow, a software solution built to improve auto repair customer communication. With a background in software engineering and firsthand experience as a shop owner, Chris recognized the communication gaps that left customers frustrated and shop teams overwhelmed. By combining his technical expertise with real-world shop operations, he developed AutoFlow to provide real-time text updates, digital inspections, and workflow tools that bring transparency and trust back to the repair process. Today, Chris helps shops across the country elevate their customer experience and efficiency by making communication as seamless as the Amazon experience.

In this episode…

Three out of four people say they’ve had a bad experience with an auto repair shop. Long waits, poor updates, and the feeling of being left in the dark have made auto repair customer communication one of the industry’s biggest frustrations. But what if repair shops could deliver updates and transparency the same way Amazon keeps customers informed about their orders?

That’s exactly the vision Chris Cloutier had when he built AutoFlow. After running his own shops, Chris knew that poor communication wasn’t about not caring, it was about being overwhelmed with tasks. Service advisors juggle scheduling, billing, and parts ordering, and communication often slips through the cracks. AutoFlow was designed to solve that by creating automated touchpoints that keep customers in the loop without adding more burden to the team.

In this episode, Chris explains how AutoFlow bridges the gap between anxious customers and busy shop teams. From digital inspections to instant text updates, he shows how technology can provide reassurance, reduce unnecessary phone calls, and ultimately build trust. Improving auto repair customer communication isn’t just about keeping customers happy, it’s also about improving workflow efficiency, reducing stress on employees, and creating long-term loyalty.

Whether you manage a single shop or a multi-location operation, this conversation will inspire you to rethink how you connect with your customers. By focusing on clarity, transparency, and consistency, Chris shows how better auto repair customer communication can transform the customer experience into something people now compare to the Amazon standard.

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

[00:58 ] Chris Cloutier’s background and introduction to the auto repair industry

[02:33 ] The mantra behind Golden Rule Auto Care and why affirmations matter

[06:14 ] From software engineer to shop owner: how the first repair shop started

[08:31 ] The communication struggles that led to creating AutoFlow

[10:27 ] Why touchpoints and customer emotions matter in repair shop communication

[13:04 ] What poor communication costs and why customers compare shops to Domino’s

[15:36 ] The story behind AutoTextMe and why it became AutoFlow

[18:20 ] How customers responded to AutoFlow’s transparency and updates

[22:25 ] Life outside the shop: family, soccer, and karaoke nights

[25:24 ] Unique hiring stories and unexpected employee encounters

[29:35 ] How key team members like Craig joined AutoFlow

[31:11 ] Trusting your gut and final reflections on entrepreneurship

Resources mentioned in this episode:

• Chris Cloutier on LinkedIn 
• Autoflow Website
• Golden Rule Auto Care Website
• Tread Partners
• Gain Traction Podcast on YouTube
• Gain Traction Podcast Website
• Mike Edge on LinkedIn

Quotable Moments:

• “Three out of four people have had a bad experience with an auto repair shop, the statistics are stacked against us.”
• “No employee wakes up in the morning saying, ‘I’m going to suck today.’ Communication is the missing piece.”
• “AutoFlow was built because I lived the pain firsthand as a shop owner, I understood the problem I was solving.”
• “Transparency alone takes a huge burden off customers when they’re stressing over their car.”
• “Anything online today competes against Amazon. Shops have to measure up to that standard of communication.”

Action Steps:

1. Audit your shop’s communication touchpoints: Identify where customers may be left in the dark.
2. Implement consistent updates: Even short texts like “We’re working on your car” can relieve stress.
3. Leverage digital inspections: Build transparency with photos and reports customers can see.
4. Train staff on emotional communication: Teach advisors how to manage customer expectations proactively.
5. Explore workflow automation tools like AutoFlow to free up staff time while keeping customers informed.