What To Do If Your Shop Isn’t Meeting Its Potential

If your shop isn’t operating at or near its potential, you’re not alone—but the solution isn’t to work harder, it’s to work smarter. Underperformance is almost always tied to gaps in processes, communication, or staffing alignment—not a lack of effort. Recognizing the shortfall is the first step. The next is committing to real improvement by focusing on the fundamentals that drive sustainable growth.

1. Evaluate Your Team Structure and Capacity

Start by assessing whether your current staffing matches your workflow demands. Are your technicians spending time on jobs that could be handled by a GS or apprentice? Are you scheduling based on technician strengths and bay availability? You may need to adjust how roles are defined or realign the balance between skilled labor and support staff to remove bottlenecks and improve output.

2. Focus on Training and Skill Development

Invest in your team’s skills—not just technical skills, but communication, time management, and inspection consistency. Shops that prioritize continuous development consistently outperform their peers. Cross-train staff where possible to build flexibility and improve workflow efficiency during peak times or staff shortages.

3. Standardize Your Workflow

Inconsistent processes drain productivity. Create or refine standard operating procedures (SOPs) that define how inspections, estimates, approvals, and repairs are completed. A solid workflow frees up your team to focus on quality work rather than guesswork. It also supports new team members in getting up to speed faster.

4. Track the Right Metrics

Look beyond car count and ARO alone. Monitor billed hours per tech, technician efficiency, parts-to-labor ratio, and how many hours are being left on the table. These metrics tell the story behind your numbers—and highlight where coaching or accountability may be needed.

5. Improve Communication Between Roles

Stronger results often come down to better coordination between service advisors, technicians, and parts sourcing. Is the front counter clearly communicating expectations and timelines? Are techs documenting recommendations in a way the advisor can explain with confidence? Alignment between roles ensures customers hear a clear, confident story—which improves approvals and builds trust.

6. Use Your Existing Tools to Their Full Potential

Many shops underutilize the systems and tools they already have. Take time to ensure your team knows how to get the most from your inspection platform, scheduler, and digital communication tools. A small change in how these tools are used can produce significant gains in efficiency and client satisfaction.

7. Create a Culture of Accountability and Growth

Culture isn’t built on slogans—it’s built on expectations, clarity, and support. Create an environment where goals are visible, progress is measured, and wins are celebrated. When your team knows where they’re headed and what success looks like, they’ll be far more likely to perform at their best.

If your shop is falling short of its potential, it’s not a failure—it’s an opportunity. Focus on the systems, people, and habits that drive performance, and growth will follow.