Technician Report Cards

[Joe Marconi]

We started something new at my shop about six months ago that is having an unexpected positive result. For years I have reviewed the previous week with the techs. I inform them of their productivity hours, comebacks, any commissions earned, etc. But I never really gave them a formal written report. Six months ago I created a simple report card with key performance number: Productivity hours, commissions earned, comebacks and their ranking in the shop. They get this report at the end of the month. The two numbers they focus on is the comeback number and their ranking in the shop. When they see “zero” next to the comeback line, they feel elated.

 

We all like to know how we are doing and how we stand among our peers. By the way, this report is private. Only the tech knows his numbers and his ranking, unless he opts to share it with the other techs. Another benefit, technician comebacks have gone down to near zero. I guess when they see it in black and white and know there is a formal record, it has a bigger impact.

[Angelo automotive]

Hi Joe,

 

How do you measure their ranking in the shop?

 

Thanks

[Joe Marconi]

Hi Joe,

 

How do you measure their ranking in the shop?

 

Thanks

 

By production hours and comebacks. We try to spread out the work to be fair. What we don't do is to make "selling" the motivator. We make sure we maintain our culture and philosophy of providing outstanding customer service. We do promote the culture of total car care, which means with every car visit, we make sure a customer's car is inspected and serviced the best way we know how.

 

The motivator has to be a great job done and taking care of the customer. Lastly, we also promote team spirit.

[Angelo automotive]

 

Thanks for the tips, I'm confident it's going to work (excited!)

 

Just wondering if the report card system works for service advisors too?

[Angelo automotive]

 

Thanks for the tips, I'm confident it's going to work (excited!)

 

Just wondering if the report card system works for service advisors too?

[Joe Marconi]

We do. Every service advisor must understand the numbers of the business. We never make sales and money the top priority, we always make sure we are taking care of the customer and delivering world-class service. That, in itself, helps sales by the way. But the fact is a business must turn a profit and the advisors are a key component to that.

 

We track the service advisor sales, ARO, part GP and labor GP, and we also track their car counts. We also track how effective there are at selling. This helps the advisor see areas that needs improvements and areas of strength. It also gives the advisor an opportunity to feel good when he or she had a great week.

 

One more thing, we also factor customer survey scores into the equation.

[DanW.]

Joe, What constitutes a comeback that is reflected on the report card? Is it any car that returns for an issue with the same system that was just repaired? How long between customer pick up and returning vehicle?

[Leonard Lee]

We do. Every service advisor must understand the numbers of the business. We never make sales and money the top priority, we always make sure we are taking care of the customer and delivering world-class service. That, in itself, helps sales by the way. But the fact is a business must turn a profit and the advisors are a key component to that.

 

We track the service advisor sales, ARO, part GP and labor GP, and we also track their car counts. We also track how effective there are at selling. This helps the advisor see areas that needs improvements and areas of strength. It also gives the advisor an opportunity to feel good when he or she had a great week.

 

One more thing, we also factor customer survey scores into the equation.

That is a wonderful way of providing feedback whilst allowing the technician to feel like part of the business and really over-achieve!

 

ARO, part GP and labor GP <-- I don't understand those terms. Would you be kind enough to spell them out for silly ol me?

[DanW.]

ARO, Average Repair Order, Parts and labor G.P. Gross Profit