# Use Case 05: Marco  The Auto Repair Shop Owner

## Profile

| Field | Value |
|---|---|
| Name | Marco |
| Business | Independent Auto Repair Shop |
| Employees | 3 |
| Revenue Driver | Service appointments + repairs |
| Primary Goal | Steady bay utilization, customer retention |
| Digital Maturity | Low |

## Problems

- Invisible for "auto repair near me" / "mechanic [city]" searches
- Heavily dependent on word-of-mouth and drive-bys
- No systematic review generation  reputation is everything in auto repair
- Customers don't return  no follow-up system for oil changes, inspections, tire rotations
- Competitor shops dominate Google Maps pack with hundreds of reviews

## Success Metrics

- More service appointments booked online
- Higher repeat customer rate (reminder-based return visits)
- Growing review volume and average rating
- Strong Google Maps pack ranking for service-area + keyword combinations
- Bay utilization rate (fewer dead days)

## Desired Hermes Outcomes

- Local SEO monitoring (maps pack, "auto repair [city]", "mechanic near me", "[make] service [city]")
- Review generation workflow (automated SMS ask after invoice close)
- Competitor tracking (pricing promos, seasonal inspection specials, review velocity)
- Google Business Profile optimization (services menu, hours, photos, Q&A, posts)
- Seasonal service reminders (winterization, AC recharge, smog check season)
- Website conversion recommendations (online booking, service menu clarity, coupon/offer tracking)
- Citation consistency (Auto Repair, AAA, NAPA, Yelp, Nextdoor)