The Service Drive Problem: When Numbers Replace Common Sense

The service drive used to be the bridge between the customer and the technician. The customer had a problem. The advisor listened. The technician diagnosed it. The shop fixed it. Somewhere along the way, that got replaced with numbers. Hours per RO. Effective labor rate. Gross profit. CSI. Retention. Customer pay. There’s nothing wrong with tracking numbers. A dealership has to make money. The problem is when the numbers become more important than the people. Because customers don't care abou...