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As a business coach, I am often asked, "What's the best ratio of Service Advisors to Technicians?" The answer, in my opinion, is not straight forward as you think. It depends on the type of work you do, your weekly car counts, and how your team is structured. My shop was general repair, with car counts of about 120 per week. We did a good mix of service work. We had six techs and three service advisors. I found that this was the perfect ratio for me. One of the Advisors was also the manager but was involved in writing service. You need to look at your particular operation. Do you have support staff that helps at the counter and on the phone? Are the bulk of the jobs you do heavy repair, such as heavy trucks? Are your car counts low with a high ARO, such as EURO specialists? And, do you have a parts person helping to procure parts? All these factor into the equation. With that said, What is your perfect ratio for your shop?

Too often we focus on the things that go wrong, and not on the things that go right. Lets face it; everyday things will go wrong. Have you ever watch a professional ball team play an entire game without mistakes being made. A football game where there were no dropped balls? It's more important to focus on the wins, not the losses. I am not suggesting we ignore the mistakes. But if we never recognize what goes right, and only on what goes wrong, we will end up creating a shop culture of negativity. And that will take its toll on production and lost income. Recognize what goes right, understand that mistakes will happen. Use mistakes as a means to improve, not punish. Do this and watch production improve.