Keeping tabs on Mr. Wrench – How to measure your technicians’ performance
Abstract: When your service department is slow, it’s more important than ever to make sure your technicians are performing up to par. There are a number of procedures to ensure accountability. How do you calculate contributions and create incentives? What are the pros and cons of guaranteed wages? How do you judge the “comeback ratio” and determine the performance of more experienced employees? These issues are explored, while a sidebar addresses labor hours and profitability.