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Technician Report Cards

Joe Marconi

By Joe Marconi
in Human Resources, Employees

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  • 9 months later...
DanW. Apprentice

DanW.

Posted
Posted

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 Apprentice

Leonard Lee

Posted
Posted

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?

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
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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.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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