In Aberdeen, Scotland, a mobile vehicle repair business is transforming how ‘The Granite City’ residents have their cars serviced. Led by Canadian native Tom Giles, this SMART (small-to-medium-repair-technique) enterprise delivers bodywork and alloy wheel repair services directly at customers’ homes or workplaces, moving away from the traditional bodyshop model.
Just three years after launching, the business – part of Revive!’s successful nationwide franchise network—is on course to generate close to half a million pounds in revenue this year. Despite its success, the journey has been challenging. Tom and one of his technicians, Dean Paterson, sat down to share the story of Revive! Aberdeen, offering insights into the triumphs and trials of working in the vehicle repair trade.
Drilling into a new career
Before launching his Revive! franchise, Tom had a successful 25-year career in the oil and gas sector. However, in April 2020, amid the COVID-19 pandemic, he faced the difficult task of making half of his team of 57 redundant.
Reflecting on this period, Tom said: “I was working long hours and felt stuck on a constant hamster wheel. My work-life balance was poor, and I wasn’t enjoying it – especially after having to let go of so many people during such a challenging time.”
When the opportunity for voluntary redundancies arose in the summer of 2020, Tom seized it and spent two anxious months awaiting confirmation. Once he received the green light, he set his sights on a career change that offered autonomy and a chance to positively impact his community.
Drawn to the idea of a mobile repair business with Revive!, Tom was attracted to its flexibility and the growing demand for convenience he had observed in England. He believed he could successfully bring this model north of the border. By March 2021, his vision of owning a franchise had become a reality, and he was already on the road.
The three Cs
Revive! Aberdeen’s approach is built on three core principles that Tom champions: Convenience, Cost, and Customer Service—the three Cs.
Convenience: In today’s fast-paced world, customers appreciate the ease of having their vehicles repaired at their own location. This service eliminates the need for time off work and arranging alternative transportation. The rise in remote work has also made this repair model more viable for Aberdonians.
Cost: Economic pressures have heightened customers’ price sensitivity. Tom’s mobile business avoids the high overhead costs of traditional bodyshops, enabling him to offer prices up to 40 per cent lower and often below the cost of an insurance excess.
Customer service: The motor trade industry can sometimes suffer from a poor service reputation. Tom’s business stands out by prioritising punctuality and communication. Technicians are trained to call ahead, set clear arrival expectations, and leave their workspace tidy. This dedication to service excellence has earned the business 442 5-star reviews on Trustpilot.
Battling the elements
One of the most significant challenges faced by technicians, including Dean is the unpredictable weather. Unlike traditional bodyshops, mobile operations require Dean to adapt to rain, wind, and the cold while performing intricate repairs—demanding a higher level of skill and versatility. He often finds himself working under temporary shelters or using tarps to protect both himself and the vehicle, demonstrating the resourcefulness and dedication needed in this line of work.
Painting a car outdoors also comes with its own set of unique challenges. Flies and other insects are sometimes attracted to fresh paint and can land on the bodywork, creating imperfections. This requires extra vigilance, with care needed to keep the paintwork pristine despite these challenges.
Dean explains: “You have to be prepared for anything. The weather can change in an instant in Scotland, and you need to have the skills and tools to handle it. Plus, dealing with insects landing on wet paint can make things even tougher.”
While weather-hardened Tom and Dean are accustomed to working outdoors, they soon realised that Scottish winters can make mobile repairs nearly impossible. In the harsh month of December 2021, the business generated just £7,000 due to snowy conditions.
To avoid a repeat of this situation, Tom invested in a Rapid Repair Centre (RRC) in Hillside, just a short drive from the city centre. While primarily remaining a mobile repair business, this strategic move made Revive! Aberdeen the fastest franchise in the network to open its own brick-and-mortar location, enabling them to replicate their summer work during the cold winter months of 2022 and 2023.
Technician shortages
Finding skilled technicians is a significant challenge, Tom and Dean agree. Many in the industry, understandably, prefer the warmth of a bodyshop over working in the field. This challenge is exacerbated by a wider industry shortage, with one-third (35 per cent) of bodyshop managers and owners fearing a skills crisis. A poor return on labour charge-out rates paid by motor insurers is driving skilled technicians to other sectors for better pay.
Tom noted, “An ageing technician workforce and insufficient investment in training and apprenticeships have led to a shortage of skilled staff. That’s why I’m so pleased to have Dean and three other technicians, who are not only exceptional painters but also have outstanding customer service skills.”
Indeed, Dean is Revive!’s top technician across the entire network, generating tens of thousands in business in a single month. Dean also highlighted the challenges of his craft, which he believes is often overlooked by others: “Mechanics have advanced diagnostic tools to identify and fix problems, but bodywork repairs demand a high level of practical skill and attention to detail. People often underestimate the complexity of our work—every detail matters, and there’s no room for error when it comes to restoring a car’s finish.”
Trade and retail accounts
In addition to serving the public and retail market, Revive! Aberdeen maintains strong relationships and contracts with trade accounts, including car dealerships, fleets and rental providers. Local dealerships make up 44% of Revive! Aberdeen’s customer base with fleets and rental accounts being 20% and the final 36% made up of retail customers. These partnerships have been crucial to the business’s success, providing a valuable source of repeat business alongside their retail work.
Tom commented: “Car bodywork repairs aren’t something customers need frequently, so we usually see our retail clients only once. That’s why building strong relationships with local businesses has been so crucial. Our RRC has also played a key role in expanding this market, enabling us to take on larger jobs for bigger vehicles.”
The future
As Tom and Dean reflect on their journey, they 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’m 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.”
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