How Griffin Small Engine, LLC Eliminated Downtime with RepairDesk

Running a repair shop without reliable software support can quickly become overwhelming. That’s exactly what Sam experienced when he acquired Griffin Small Engine in 2018. 

Ideally, a repair shop management software should ease your burden and streamline operations. But that wasn’t the case when Sam started doing small engine repairs as a business.

Upon acquiring Griffin Small Engine, LLC, one of the first things Sam realized was the lack of support he had from the existing POS software provider. We all know software downtime is nothing uncommon, but insufficient support is something that can leave you stranded for hours and put important business activities on hold. 

Here, we look at the journey of Griffin Small Engine, LLC, and what made them transition to RepairDesk.

Business: Griffin Small Engine, LLC
Specializes in: Small Engine Repair, Outdoor Equipment Repair & Retail
Location: Baldwyn, MS, United States

The Business

Griffin Small Engine, LLC has been a go-to repair shop for enthusiasts and users of small engines and outdoor equipment in Baldwyn, MS, for years. Sam, an avid lover of all things mechanical, was always curious about how these machines work. This passion for taking mechanical items apart and putting them back together eventually led him to buy the repair business.

Today, Griffin Small Engine, LLC deals in industry-leading small engines and outdoor equipment, like the Hustler Surfer Pro, Altoz TRX 56, Bush Hog rotary cutters, and the pinnacle of lawn mowing with the Dixie Chopper. 

Sam took over the already established business in 2018, and right from the start, he had a vision to grow and serve the community with the best outdoor equipment in the market. What started as a local service shop has steadily evolved into a trusted community hub, with customers relying on Griffin Small Engine to keep their equipment running year after year.

Sam’s efforts have proven fruitful, as his business has steadily grown in the last seven years.

“It’s grown a little bit every year, so we’re steadily improving”, says Sam

The Challenge

When Sam bought Griffin Small Engine, LLC, there was a POS software already in use at the shop. Within a few weeks, he noticed that while he could make purchases and add items to inventory, the system would often go down, and there was no support to help him get back on track

As his repair and retail businesses were being affected, Sam started searching for different options for repair shop software. After a long and hard search, he came across RepairDesk.

“And I looked at it and I knew, this (RepairDesk) is the one”, says Sam

He could not only do everything that his repair shop operations required, but also tailor the system according to his specific industry. What he loved most about RepairDesk was that it was “pretty simple and straightforward”. 

Unlike other systems, Sam didn’t find RepairDesk difficult to learn and adopt. The other systems he tried out during his search were a lot more complex and required a lot more training.

The Solution

Today, the process at Griffin Small Engine, LLC is a lot more streamlined thanks to RepairDesk. Whenever a customer visits his shop, Sam starts by asking for a phone number, which instantly shows whether the customer has visited before. The system lets him know which small engine or outdoor equipment the customer might want to talk about.

Sam has leveraged RepairDesk’s customizability to his advantage, configuring buttons in the POS screen for different types of repair categories. All he has to do is choose the right one and then work through with it till the end of the repair process. When everything is completed, Sam can also print out an invoice using his customized template.

Inventory Management

In particular, RepairDesk’s inventory management feature works really well for Sam. He can see what’s in stock and in what quantity. This makes it much easier for him to manage the repair process. The efficiency gain from automating his inventory has helped Sam improve the customer experience at his repair shop. The customer engagement has improved a little every year. 

On top of that, customers get automated repair status messages, so they don’t have to ask questions and wait to get them answered. 

RepairDesk Support

For Sam, choosing RepairDesk wasn’t just about finding the right features but also about having a partner he could rely on. The RepairDesk support team quickly proved to be just that. Whenever questions came up or tweaks were needed, the support team was quick to respond. 

“They’re very helpful. I have no complaints about that. It was a relief to have such great support”, says Sam.

Instead of waiting on outdated systems with no support, Sam now has peace of mind knowing there’s always someone to talk to, through live call or live chat. Customer support has been just as valuable as the repair shop software itself, helping him stay focused on serving customers rather than troubleshooting issues.

“I would say it’s been a really good choice for us. I don’t regret it at all”, says Sam

When asked to name a particular feature that stands out for Sam, this was his answer:

“The whole software is great to be honest, I mean I can’t say one feature is better than the other, really”.

Key Takeaways

Griffin Small Engine, LLC, has undergone a journey that demonstrates how the right combination of passion and technology can transform a business. By modernizing with RepairDesk, Sam has replaced outdated systems with streamlined workflows, reliable inventory management, and dedicated support. Now, he’s not only able to keep up with seasonal surges but is also laying the groundwork for future expansion.