When I’m coaching shop owners around the country, a common question I’ll ask is: How is business this week? One of my members who was really struggling answered: “We are slow, I need more cars.” When I looked at his key performance indicators (KPIs) report for his shop, it told a very different story. His shop saw 60 cars that week but had a low average repair order, low gross profit margins, and low labor hours per invoice. He thought he needed more cars, but he didn’t. He actually didn’t have a car count problem at all, he had a labor hour problem.
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