ShopBrain vs Hiring a Receptionist

A good service advisor is worth their weight in gold. But hiring one is expensive, training takes months, and they still can't answer the phone at 10pm on a Tuesday. Here's the honest comparison.

The True Cost of a Full-Time Hire

Shop owners usually think "salary" when they think about hiring. But the real cost is much higher:

That's $4,200–$5,700 per month — and they only work 8 hours a day, 5 days a week. Who's answering the phone the other 128 hours?

What a Receptionist Can't Do

• Answer at 7pm on a Tuesday — after-hours is when motivated buyers call. They've been at work all day and finally have time. Nobody picks up. They Google the next shop.
• Handle 3 calls at once — busy Monday morning? Lines 2 and 3 go to voicemail. ShopBrain handles unlimited simultaneous calls.
• Never call in sick — your receptionist gets the flu, quits with 2 weeks notice, or just doesn't show up. ShopBrain is always there.
• Instant data access — even the best receptionist needs 30–60 seconds to pull up a customer in Tekmetric. ShopBrain does it in milliseconds.
• Speak perfect Spanish — hiring bilingual costs more. ShopBrain is fluent in Spanish at no extra charge.
• Cost nothing on slow days — slow week? You still pay full salary. ShopBrain costs the same whether you get 5 calls or 500.

What a Human Receptionist Does Better

Let's be honest — there are things humans do that AI can't match yet:

• Complex emotional situations — an angry customer who's been waiting 3 days for a part, or someone dealing with insurance after an accident. Humans handle empathy better.
• Upselling in person — a great service advisor at the counter can read body language and recommend additional services. AI handles phone calls, not face-to-face.
• Shop culture — a friendly face when customers walk in. ShopBrain handles the phone; you still need someone at the counter.
• Judgment calls — when something unusual happens that doesn't fit any pattern, humans adapt. ShopBrain handles the 80% and escalates the rest.

The Best Setup: ShopBrain + Your Team

ShopBrain isn't about replacing your people. It's about making them more effective:

• ShopBrain handles the phone — every call answered instantly, 24/7. Status checks, appointment booking, estimates, payment collection.
• Your service advisor handles the counter — greeting walk-ins, reviewing DVIs with customers, authorizing work, handling complex situations.
• Nobody misses anything — your advisor isn't torn between the phone ringing and the customer standing in front of them.
• After-hours covered — when your team goes home, ShopBrain keeps booking appointments and answering questions.

Many shops use ShopBrain to handle overflow and after-hours, letting their existing team focus on in-person customers during business hours. It's not either/or — it's both.

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