Finding a professional career after 25 years in the oil and gas industry can be challenging, but an innovative idea to repair cars remotely has changed the life of one former offshore worker.
In Aberdeen, a mobile auto repair business called Revive! has changed the perception of how Granite City residents and businesses get their cars repaired.
Led by Canadian-born Tom Giles, the company offers SMART (Small-to-Medium-Repair-Technique) bodywork and alloy wheel repairs directly at the customer’s home or workplace, thus moving away from the traditional body shop model.
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Just three years after its launch, the business – which is part of Revive!’s successful nationwide franchise network – is on track to generate sales of almost half a million pounds this year. But despite its success, the road to getting 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 automotive repair trade.
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 to resign voluntarily arose in the summer of 2020, Tom took it and waited anxiously for two months for confirmation.
Once given the green light, he sought a career change that would give him autonomy and the opportunity to make a positive impact on his community.
Tom was drawn to the idea of a mobile repair business with Revive!, attracted by the flexibility of the business and the growing need for convenience that he had observed in England.
He believed he could successfully introduce this model north of the border. In March 2021, his vision of owning a franchise became a reality and he was already on his way.
Revive! Aberdeen’s approach is based on three core principles that Tom champions: convenience, cost and customer service – the three Cs.
In today’s fast-paced world, customers appreciate the convenience of having their vehicles repaired on-site. This service eliminates the need to take time off work and arrange alternative transportation. The rise of remote working has also made this repair model more attractive to Aberdeen residents.
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 in the automotive industry sometimes has a poor reputation. Tom’s company stands out because it emphasizes punctuality and communication.
Technicians are trained to call ahead, set clear expectations when they arrive, 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 engineers like Dean is the unpredictable weather in northeast Scotland.
Despite these conditions, Dean’s advanced IMI training, skills and adaptability enable him to deliver body shop quality results on the move.
Whether it’s raining, windy or cold, Dean is constantly adapting and often works under makeshift shelters or uses tarps to protect himself and the vehicle.
His ingenuity and dedication are a clear testament to what it takes to succeed in this demanding field. However, painting a car outdoors also comes with its own challenges.
Sometimes flies and other insects are attracted to fresh paint and can land on the bodywork, causing bumps.
Dean removes any imperfections using a special deburring tool that removes the contaminants and leaves the paint in perfect condition. This extra vigilance and care ensures that the paint remains flawless despite any challenges.
Dean explains: “You have to be prepared for anything. In Scotland the weather can change suddenly and you need to have the skills and tools to deal with it.”
“It can also become even more difficult if insects land on wet paint.”
Due to the increasing demands of tackling 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 remains primarily a mobile repair business, this strategic move made Revive! Aberdeen the fastest franchise in the network to open its own brick-and-mortar location, allowing it to replicate its summer work during the cold winter months of 2022 and 2023.
Finding qualified technicians is a big challenge, Tom and Dean agree, with many in the industry understandably preferring the warmth of a body shop to working on-site.
This challenge is exacerbated by the industry-wide shortage of skilled workers: one-third (35 percent) of body shop managers and owners fear a shortage of skilled workers.
Poor returns on wages paid by motor insurers are driving skilled technicians to other industries where they are better paid.
Tom noted, “An aging engineering workforce and inadequate investment in training and education have resulted in a shortage of skilled employees.”
“That’s why I’m so fortunate 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 sales in a single month.
Dean also highlighted the challenges of his craft, 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.”
“The complexity of our work is often underestimated. Every detail counts and there is no room for error when restoring car paintwork.”
In addition to serving the public market and retail, Revive! Aberdeen maintains close relationships and contracts with commercial customers, including car dealerships, fleets and car rental companies.
44 percent of Revive! Aberdeen’s customer base are local dealers, 20 percent are fleet and rental customers and the remaining 36 percent are individual customers.
These partnerships were critical to the company’s success and, in addition to retail operations, represented a valuable source of repeat business.
Tom commented: “Body repairs are not something our customers need often, so we usually only see our private customers once.
“That’s why building strong relationships with local companies has been so important. Our RRC has also played a key role in expanding this market, allowing us to take on larger orders for larger vehicles.”
Looking back on their journey, Tom and Dean are optimistic about the future. Tom notes, “This endeavor 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 have in store for us.
“With a robust business model and commitment to excellence, Revive! Aberdeen is well positioned for continued growth and success.”
