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KPI - Key Performance Indicator for Auto Repair Business

Old Sayings; New Beginnings

We’ve all heard the old adage, “you can’t change what you don’t measure.” Ok, that much is relatively obvious. But where do you start? What do you measure, and how do you measure it? Who do you ask for help? Those are the real questions that we want to address when we talk about a KPI!

Asking the right questions in the right way is the key. We are identifying what the underlying items are, which move that vehicle towards the finish line. We all have “distal” goals (long distance goals we want to reach in the future), but we can’t reach them without first setting “proximal goals” (small, easily attainable goals which stack to build a foundation).

What are KPIs?

“KPI” stands for “Key Performance Indicator.” Your KPIs are the steps you list out that you have to meet in order to reach a greater goal. Consider your KPIs your proximal goals, and “double my revenue this year” your distal goal (ultimate future goal).

Identifying the right KPIs can help you break down a monumental task into tiny little bite-sized pieces which you can then easily take action on.

Let’s use “Getting Buff” as a fun example!

Let’s build some KPI for your Auto Repair Shop

So, you want to get ripped, shredded, built, and buff for the summer season?! Ok, easier said than done; that’s the definition of a distal goal, right there! Here is what we really need to do. We need a list of KPIs; smaller proximal goals we can use to get us there!

KPIs for the summer season:

  • Establish a budget for a gym membership
  • Identify five gyms I like
  • Call all five gyms and get price quotes
  • Select my preferred gym and sign up for a monthly membership
  • Set aside time to go to the gym
  • Research workout routines
  • Spend my first day in the gym

Now, this is a silly example, of course. But do you see how we broke the bigger goal into tiny little victories that we can check off? Doing this allows us to measure our progress towards our bigger goal. After that, we can produce easily digestible data.

We have seven KPIs listed. If we complete the first three, we can tell our significant others that we are 42% of the way there. So, it works the same for your auto repair business. If you have a goal to “double my revenue this year,” what are the exact steps you need to take to start moving the needle?

KPI and Business Coaching with You Net Results

Building KPIs can be daunting, and we understand that the process can be frustrating. How to start, where to start, and why to start? These are all great questions!

That is where we come in at You Net Results! We make that process easier than you ever imagined. We will help you navigate the complicated world of KPIs in order to get you to your next revenue goals.

Please contact You Net Results today for a complimentary consultation. Brian Gillis and our team will help you build your KPIs, and plug you into a vast network of auto repair shops. We work together so we can make the auto repair shop industry stronger! Let’s make June the best month of your business life!

Business Relationships that Transform Your Life

Photo by Cytonn Photography on Unsplash

Have you ever heard the phrase “Don’t burn your bridges”?

In business, nothing is more important than the relationships we foster. We are all familiar with networking and how critical it can be to success. On the other hand, negative networking can be even more critical. Like any school locker room, hair salon, or restaurant, nothing gets around faster than bad news!

In a worst-case scenario, one soured relationship could lead to an entire network of soured relationships. Your best bet is to treat everyone with equal respect. Good news gets around too, and before you know it, people will be recommending you as the go-to person for mentorship, advice, and service.

Which business relationships matter the most?

This is a trick question; they all matter! Why, you might ask? Because you can never predict or influence how one thing might affect another. We previously mentioned that with the phrase “burning your bridges.” If you outwardly show that you value one person or one relationship differently than another, you risk the chance of affecting things down the line. We highly suggest that you set a minimum standard for how you treat people. That means showing everyone respect. Go out of your way to ask them about their lives and interests, and request their help when you need it.

How do I build important business relationships?

That is an excellent question. It comes naturally for some people, but for others, it is a learned skill. We would like to urge you to look at this sector of your business development like you would any skill. Pour time, attention, and intention into it.

So, what does that mean? That means going out of your way to let people know how much you appreciate them. Reach out to them, ask if they need help, or request their help. Begin making emotional deposits with the individuals in your life; build up that bank account!

Business coaching with You Net Results

You Net Results can help you practice these skills and then plug you into a vast network of like-minded auto repair center owners. Our supportive and collaborative network of shops works together to build relationships and become the best version of ourselves. We do it for the industry because we know a stronger industry means more success for everyone!

Please contact You Net Results today for a complimentary consultation. Brian Gillis and his  team will help you build your business bridges and come out stronger on the other end, bringing you one step closer to your revenue dreams! Let’s make this summer the greatest summer of your business life!

Did you lose something in the telling? Auto repair shops sometimes struggle with consistent communication.

Photo courtesy Ben White on Unsplash

Have you ever played the game “Telephone”? You start by lining up a group. Then, you whisper a sentence into the first person’s ear. They then whisper the message to the next person. The game continues until the message gets to the final person in line, who announces out loud what sentence they heard. It is often much different from the original sentence. Quite the exercise in communication!

At You Net Results, we know this game shows what happens when messages, systems, and processes are undocumented. Just like in the game of “Telephone,” something can get lost in the telling. When you don’t write down instructions, client comments, or repair orders, this is inevitable.

Communication breakdown

In auto repair businesses, it happens like this:

The Customer tells the Service Advisor something. Time is short. The Service Advisor doesn’t write it down, but they repeat it verbally to the Technician. The Technician may also skip documenting it, so they present the Service Advisor with new information. The Service Advisor then reports to the Customer via phone. More back and forth happens, and then the Customer picks up their vehicle. Later, the Service Advisor is surprised to read the Customer’s one-star review. Why? Communication was not clear. They lost something in the telling.

How can you avoid losing something in the telling?

Do you see how simply repeating verbal information can lose accuracy? It is obvious how the customer felt wronged. How can your team reduce miscommunication? How can they improve clarity?

The answer? Use transparent systems and processes to document all communication. Enter repair issues through DVI reports, notes in your CRM, text messages, recorded phone calls, and other exchanges. When you do, you will reduce your chance of poor reviews.

Perfect your shop’s communication chain!

At You Net Results, we dedicate hours of training to communication. Our coaching sessions help prevent mistakes and lost details. To learn more, contact us for a free consultation. Brian Gillis will discuss your business strategies and ways to improve revenue and company culture.