Wayne Reed –
I have 25 years plus experience in small business with an AMI Automotive Management Institute certification.
Master ASE Certified, Co Founder of PMTA Profesional Master Technicians Association, Co founder of BIGO Bluegrass Independent Garage Owners, etc.
Reality
-The problem I am seeing is there are a lot of shops that think they are doing things right because they are making the money they think they should.
-In reality they are working harder than they should, not doing what they can because they don’t have the proper procedures and their help isn’t trained to do their job.
-Paying for shop management software and not learning to use it to its capability. Mostly because the program is to complex.
-Don’t have a set procedure to handle clients from start to finish.

-Don’t have a customer survey system
-Some don’t even have a clean work environment.
-When a job gets tough some put it in a back row for new work coming into the shop.
-Don’t have a good internet presence, Facebook, Website, Shop Email
Pro Shop vs Non Pro

Shop potential:
I believe each mechanic deserves 2 bays for efficiency.
Number of bays divided by 2 mechanics, times flat rate, times 40 hour week = Shop potential
Example of a 4 bay shop
4 bays / 2 = 2 techs x $140 labor rate x 40 hours = $11,200
—- bays / —– techs x ———-  x hours open
Shop Productivity
Take your weekly labor earnings, divided by 40 hours, divided by Techs = Your shop productivity.
$11,200 / 40 / 2 = $140
Weekly Labor / hours open / Techs = Productivity
Shop Appearance
Is your signage legible from the road?
Is your front waiting room clean and have seating available?
Are there vehicles in your parking lot for over 2 weeks?
Can you walk through your shop without walking around parts?
Are tools left out when vehicle is finished?
Are your techs dressed properly to meet customers?
CSI
CSI stands for Customer Satisfaction Index. It is a score that shows how happy people are with the product quality at car shops. CSI is not just about being pleased or not, it is also about measuring and reporting how satisfied customers are. This score tells us if we need to make things better in our shop.
Calculation Methodology: CSI is calculated by asking customers to rate their satisfaction on a scale of 1-10 or 1-5, depending on the survey. The score is then calculated by taking the average of all the responses. This can be done by mail in survey card or digital.