A mobile auto repair business in Aberdeen is changing the way residents and businesses get their cars serviced. Led by Canadian-born Tom Giles, this SMART (small-to-medium repair technique) business offers body and alloy wheel repair services directly to customers’ homes or workplaces, moving away from the traditional body shop model.
Just three years after its launch, the business – part of Revive!’s successful nationwide franchise network – is on track to achieve a turnover of almost half a million pounds this year. Despite the success, the road to get there has been challenging. Tom and one of his technicians, Dean Paterson, sat down to tell the story of Revive! Aberdeen and provide insight into the successes and difficulties of working in the motor repair trade.
Drilling into a new career
Before starting his Revive! franchise, Tom had spent 25 successful years working in the oil and gas industry. However, in April 2020, amid the COVID-19 pandemic, he was faced with the difficult task of laying off half of his team of 57.
Looking back on that time, Tom said: “I was working long hours and felt like I was trapped in a hamster wheel. My work-life balance was poor and I didn’t enjoy it – especially after having to lay off so many people during such a difficult time.”
When the opportunity for voluntary redundancy arose in the summer of 2020, Tom took it and waited anxiously for two months for confirmation. Once he was given the green light, he pursued a career change that would offer him autonomy and the chance to make a positive impact on his community.
Tom was drawn to the idea of a mobile repair business with Revive! He was drawn to the flexibility and growing demand for convenience he had observed in England. He believed he could successfully bring this model north of the border. In March 2021, his vision of owning a franchise became a reality and he was already on the road.
Revive! Aberdeen’s approach is based on three core principles that Tom champions: convenience, cost and customer service – the three Cs.
Comfort: In today’s fast-paced world, customers appreciate the convenience of having their vehicles repaired locally. This service eliminates the need to take time off work and arrange alternative transportation. The rise of telecommuting has also made this repair model more viable for Aberdeen residents.
Cost: Economic pressures in the city have made customers more price sensitive. Tom’s mobile business avoids the high fixed costs of traditional garages and allows him to offer prices that are up to 40 percent lower and often below the cost of an excess.
Customer service: The automotive trade sometimes has a bad reputation. Tom’s company stands out by emphasizing punctuality and communication. Technicians are trained to call ahead, set clear expectations of arrival and leave their workspace tidy. This commitment to excellent service has earned the company 442 5-star reviews on Trustpilot.
One of the biggest challenges for technicians like Dean is the unpredictable weather in northern Scotland. Despite these conditions, Dean’s advanced IMI training, skills and adaptability mean he can deliver bodyshop quality results while on the move. Whether it’s raining, windy or cold, Dean is constantly adapting and often works under makeshift shelters or uses tarpaulins to protect himself and the vehicle. His ingenuity and dedication are clear testaments to what it takes to succeed in this demanding field.
Painting a car outdoors also comes with its own unique set of challenges. Flies and other insects are sometimes attracted to fresh paint and can land on the bodywork, causing imperfections. Dean removes any imperfections using a special deburring tool that removes the contaminants and leaves the paint in pristine condition. This extra vigilance and care ensures that the paint remains pristine despite all the challenges.
Dean explained: “You have to be prepared for anything. The weather can change in a flash in Scotland and you need to have the skills and tools to deal with it. And if insects land on wet paint, it can make things even more difficult.”
Due to increasing demand for larger and more complex jobs, Tom invested in a Rapid Repair Centre (RRC) in Hillside, just a short drive from the city centre. Although Revive! Aberdeen remained primarily a mobile repair business, this strategic move made Revive! Aberdeen the fastest franchise in the network to open their own bricks and mortar location, allowing them to replicate their summer work during the cold winter months of 2022 and 2023.
Finding qualified technicians is a major challenge, Tom and Dean agree. Many in the industry understandably prefer the warmth of a body shop to working on-site. This challenge is exacerbated by a general shortage of skilled workers in the industry: a third (35 percent) of shop managers and owners fear a skills shortage. A poor return on the wage rates paid by motor insurers is driving skilled technicians to other industries where they are better paid.
Tom noted, “An aging workforce of technicians and inadequate investment in training and education have resulted in a shortage of qualified personnel. That’s why I’m so pleased to have Dean and three other technicians who are not only exceptional painters, but also have excellent customer service skills.”
In fact, Dean is Revive!’s best technician in the whole of the UK, generating tens of thousands of dollars in revenue in a single month. Dean also highlighted the challenges of his trade, which he believes are often overlooked by others: “Mechanics have modern diagnostic tools to identify and fix problems, but body repairs require a high level of hands-on skill and attention to detail. People often underestimate the complexity of our work – every detail counts and when restoring a car’s paintwork there is no room for error.”
In addition to serving the public and retail markets, Revive! Aberdeen also maintains close relationships and contracts with trade customers, including car dealerships, fleets and rental car companies. Local dealers make up 44 percent of Revive! Aberdeen’s customer base, fleet and rental car accounts make up 20 percent and the final 36 percent are retail customers. These partnerships have been critical to the company’s success and have provided a valuable source of repeat business in addition to retail work.
Tom commented: “Body repairs are not something our customers need often, so we typically only see our private customers once. That’s why it has been so important to build strong relationships with local businesses. Our RRC has also played a key role in expanding this market, allowing us to take on larger orders for larger vehicles.”
The future
Looking back on their journey, Tom and Dean are optimistic about the future. Tom notes, “This venture has been incredibly rewarding both professionally and personally. We have achieved so much in just three years and I am excited to see what the next three years and beyond hold for us. With a robust business model and a commitment to excellence, Revive! Aberdeen is well positioned for continued growth and success.”
