In our second annual report on the State of General Auto Repair Shops in the U.S., we asked the 752 survey respondents which actions they believe impact their ARO most positively. Here are the top responses:

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We asked PartsTech customer Felix Diaz, Founder & CEO of Motor Cars, to share his experience with increasing ARO in his shops:

“At Motoro Cars, we constantly work to increase our average repair order (ARO) by strategically executing multiple actions, many of which are highlighted in PartsTech’s 2025 report. Success lies in balancing the art of delivering efficiency and transparency while ensuring customers feel educated, valued, and cared for. Here’s my perspective:”

Enhancing customer experience through amenities
“Listening to customers is huge — that must always be at the core. You can also do a lot to the physical environment of your shop to put customers at ease the moment they step into your lobby. At Motoro, we have amenities like mini-golf, refreshments, and free ice cream. These little things elevate the customer experience and make the wait feel more like an opportunity to relax rather than a chore. When customers feel valued, they trust us more — leading to approvals for recommended services.”

Quick wins with routine services set up as canned jobs
“Routine services like brake fluid exchanges, air filters, and cabin filter replacements are not just high-margin, but they also provide immediate value to customers. We have these services set up as canned jobs through our shop management system, which makes them easy to explain, easy to quote, and quick to execute. Easy services like this reinforce the idea that we care about maintaining their vehicles in top condition without overcomplicating the visit.”

Telling a story through digital vehicle inspections (DVIs)
“Visual tools like DVIs have been game-changers. Customers appreciate seeing photos or videos of what’s happening under the hood — it builds trust and helps them understand why a service is necessary. It’s like letting them see the story of their car’s health unfold in real time versus just feeling like they have to take our word for it.”

Providing transparency and flexibility through digital estimate approvals
“Digital estimates give our customers transparency and flexibility. When they receive a text or email with their estimate, they can review and digest it on their own time and approve and defer services at their convenience. Paired with DVIs, we’ve seen this small communication shift create a seamless experience that builds confidence in our recommendations and results in higher-value ROs with more approved services. And it’s much easier and faster than calling a customer and trying to get approval over the phone.”

Putting customer education before upselling
“In my shops, we view upselling not as a hard sell situation but as an opportunity to educate customers about their vehicle’s health. This mindset keeps us motivated to inspect every vehicle thoroughly. When you take the time to educate a customer, what you’re actually doing is empowering them to make informed decisions about services they might not have considered otherwise.”

For further insights and tips from shop coaches and industry leaders on increasing ARO, download the full, free report: