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Who sees your profit numbers?


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Curious as to how others handle who in their business sees what. For instance, if you are using Mitchell1 to write up tickets, simply pushing F12 will show you the breakdown of profit margin and dollars on each ticket (parts and labor separated). I don't think there is a way to disable this feature, so I have definitely removed access from this in the shop. However, my service writer uses the software all the time.

 

How do you handle who sees what and who doesn't? Do you perhaps explain to someone who does see the profit numbers that there is also rent, insurance, utilities, etc?

 

**Referring to employees

Edited by mmotley
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Interesting topic. Are you referring to your employees, or your customers who see something on a screen?

 

No customer should ever see any of your profit numbers, period. This goes for any business.

If they do by accident, and make a fuss, explain to them some of your expenses and compare to some other industries (clothing or electronics for example) which have much higher profit margins.

 

If an employee purposefully shows a customer your profit numbers, this is a major breach of confidentiality so have a stern conversation with them that profit numbers are strictly confidential.

If it continues, you might have to discipline or terminate that employee as it can undermine your customer relations.

 

As for your employees, I believe that you SHOULD show them your profitability, so they understand what they need to do on a daily basis to meet your profitability goals.

This goes hand in hand with setting goals for your workers, and giving them bonuses (not necessarily money, either) for meeting or exceeding those goals.

Just make sure that they know that your numbers are strictly confidential.

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      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
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