Are Your Service Advisors Killing Technician Production?

This week on Repair Shop Reckoning, Kevin and Jason dig into a problem happening in shops everywhere: technicians are being blamed for not producing enough hours, but nobody is stopping to ask whether those hours were ever sold in the first place.

If you expect a technician to produce 40, 50, or 60 hours, what is your service advisor actually putting on the board?

Kevin breaks down what he's uncovering while digging through real shop numbers, including artificially high close rates, deleted declined work, underpriced labor, poor technician documentation, weak service advisor communication, and owners who think they need another technician when they haven't filled the capacity they already have.

But this isn't about blaming the front counter either.

A service advisor can't sell what the technician doesn't communicate. A technician can't produce what the advisor doesn't sell. And neither one can consistently succeed when leadership hasn't built the systems, training, pricing, and accountability to connect the entire operation.

Kevin and Jason also get into why actual labor time needs to be measured, the difference between a legitimate decline and simply deleting work, why customers buy value instead of confusing technical explanations, and how bad data can make a broken shop look healthy.

The message is simple:

Stop blaming people until you diagnose the system.Before you tell your technicians they need to work faster, look at the numbers. Look at the hours being proposed. Look at the hours being sold. Look at what's actually reaching the shop floor.Because your technicians can't produce hours you never sold.

This is Repair Shop Reckoning: From Chaos to Control.

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