PartsTech surveyed 752 owners and employees of general auto repair shops for our second annual State of General Auto Repair Shops in the U.S. report and found that the average shop has one service advisor for every three bays. With this finding, we wondered if all shops should quickly try to hire another service advisor if they have a smaller ratio, such as one service advisor for every six bays. 

To help us answer this question, we asked Maryann Croce, a shop owner and a coach for the Small Biz Vantage. Take a look at her advice below and think through her self-assessment to help you determine what is best for your unique shop:

How to decide if your auto shop should hire another service advisor

If your 6-bay shop (for example) operates like a well-oiled machine, and you have the capacity for more vehicles, then adding a second service advisor is a wise decision. However, many shops need to make some improvements before hiring another service advisor. 

As a coach (and based on my experience hiring for my shop), I advise you to assess whether your shop’s backend production can sustain the associated costs of hiring another service advisor. If your current production is struggling, adding more front-end staff may overload your existing team of technicians. 

Are you ready for another service advisor? Self-assessment questions. 

Here’s a handful of self-assessment questions to help you discover if you’re ready to hire another service advisor now or if you need to take care of some other things first. Answer thoughtfully and honestly: 

Technician Efficiency: Does your team complete work at or under the billed time, and are vehicles ready for pickup when promised?

• Yes — Good! Keep up the good work!
• No — Consider prioritizing technician training and process improvements before hiring another service advisor.

Technician Productivity: How productive is your team? Are they being pulled off jobs for non-billable tasks? Are they experiencing downtime waiting for parts? 

• Productivity is the name of the game in my shop! — Excellent! Keep on keeping on and always look for more and more ways to improve productivity. 
• My shop needs improvement in this area. — Assess your processes to identify and proactively improve areas where your shop’s productivity lags. 

Bottlenecks: Are there any front-end bottlenecks holding up jobs — such as constant delays in getting authorizations or poor team communications?

• Nope. We’re pretty good at avoiding bottlenecks. — Outstanding! 
• Yes, we have some bottlenecks up front. — Consider providing your staff with inter-team communication training to enhance collaboration across functions. Also, evaluate software solutions to streamline processes like authorizations.

Warranty Rate: Are your warranty rates low? 

• Yes! – Great work
• I wish I could say yes, but no, they are not great. — Low warranty rates are essential as well. The goal is to underpromise and over-deliver. Not the other way around. Whether sending your team to training, buying new technology, or buttoning up other processes, you should focus on lowering your warranty rate. 

If you answered these questions positively, you may be ready to hire an additional service advisor! 

If you’ve found that your responses to the self-assessment questions are positive, it indicates that your shop is healthy and operating efficiently and effectively. This is a strong sign that your shop could benefit from adding another service advisor. Here’s what you can do next:

• Confirm Financial Readiness: Before making a hiring decision, ensure that your shop’s current financial health can support another full-time salary. Analyze your revenue streams and profit margins to confirm that adding another employee is a sustainable choice.

• Define the Role Clearly: Specify the new service advisor’s responsibilities. Will they handle customer interactions? Will they also be involved in parts ordering and workflow management? A clear job description will help you find the right candidate.

• Prepare for Training and Integration: Plan how you will onboard and train your new service advisor to ensure they understand their role and can integrate smoothly into your team. Effective training will maximize their capability and contribute to their success and your shop’s success.
• Set Goals and Expectations: Once hired, set clear performance goals and expectations for the new service advisor. Regular feedback and performance reviews can help them continue growing in their role and ensure they meet your shop’s needs.

It looks like I’m not ready for a service advisor, so what should I do? 

If the assessment indicates that your shop might need more time to hire another service advisor, it’s essential to prioritize internal improvements. Start by identifying the most pressing issues in your operations. Is it technician efficiency, productivity issues, front-end bottlenecks, etc.? Once you’ve pinpointed these areas, it’s time to strategize how to address them effectively. Here’s how you can proceed:

1. Evaluate and Prioritize Areas for Improvement: List out the challenges your shop faces in order of urgency and impact. What improvements can be made quickly? Which ones will require a more significant investment in time or resources?
2. Develop an Action Plan: For each identified area for improvement, outline actionable steps that can be taken. This might involve implementing new processes, investing in training for your team, or adopting new technologies to streamline operations.
3. Implement Gradual Changes: Start with the lowest-hanging fruit — changes that are easier to implement and likely to yield quick results. This will help build momentum and improve morale as the team sees tangible improvements.
4. Monitor Progress and Adjust: As you implement changes, keep a close eye on how they affect your shop’s overall efficiency and productivity. Be prepared to make adjustments as needed and continue refining your processes.

But it feels like we still need help — is there another hire I can make? 

Even if a full-fledged service advisor isn’t the right move just yet, other roles might fill the immediate needs without overextending your shop’s resources. In fact, it’s possible that a different hire could help tackle some of the areas of improvement and drive change:

• Customer Service Representative: This role can handle many customer-facing tasks, such as appointment scheduling, follow-up calls, and basic inquiries, which can relieve some of the pressure on your technicians and existing service advisors.

• Shop Assistant: A shop assistant can help manage parts inventory, clean and organize the work areas, and perform other supportive tasks that keep your technicians focused on billable work. This role not only enhances productivity but also serves as a training ground for more complex responsibilities as the employee gains experience.

By carefully evaluating your shop’s current needs and capabilities and following the advice and assessment provided, you can make an informed decision on whether hiring another service advisor is the right step forward. Taking the time to assess your shop’s readiness not only ensures operational efficiency but also paves the way for sustainable growth and success.

About Maryann Croce

Not only does Maryann own an auto shop with her husband, she is a business coach and speaker who helps auto repair shop owners build profitable, sustainable, and enjoyable businesses. As an auto shop owner since 1999, with years of experience in the industry, Maryann focuses on empowering owners to streamline their operations, avoid burnout, and achieve a fulfilling work and life. She shares practical strategies and tactics that enable shop owners to run their businesses more effectively and with confidence. Learn more about Maryanne and her shop coaching services at SmallBizVantage.com.