On Thursday, Aug. 22, the Kukui Corporation hosted a webinar for the automotive and collision repair industries entitled “Understanding Metrics That Drive Business to Your Shop.”
Kukui’s Jimmy Lea and Patrick Egan were joined by Stéphane Grabina, owner of Excluservice; Bryan Gossel, owner of BG Auto; Tekmetric CEO Sunil Patel; and Prasanth Chilukuri, co-founder of Tekmetric, as they explored the difference between data-informed and data-driven, discussing how to use these metrics to make business decisions.
Highlighting the features of Kukui’s system, Lea began, “This is an exciting topic. Successful shop owners run their business from data information, but there’s also a gut feeling that comes sometimes; the data says something could happen, but you know today isn’t the day. You need to be able to evaluate the data, and then make informed decisions.”
Patel explained how Tekmetric captures dollars presented to dollars approved in calculating closed ratio, and he also emphasized the importance of looking at average profit of repair order in addition to average repair orders. Grabina agreed, “Gross profit dollars per hour is very important.”
Gossel concurred that both KPIs must be monitored. “It’s an evolving, ever-changing thing. You have to watch it all, or you slip and crash,” he shared. “My salesmen and managers are in a text group, and at the end of each day, each one writes down all the percentages they’re working on and sends it. Once you write it down, that makes it real. Just looking at it and understanding what it means is vital to the business.”
Lea added, “That daily accountability makes it real, and if a red flag is raised, [the shop owner and team] can try to figure it out today.”
Opening a poll, Egan asked attending automotive and collision repair shop owners which metrics they share with their teams. Grabina noted, “We share data based on what’s going to affect that employee. For example, we’ll talk to the service writers about the close ratio. We talk to different people about different data because that’s what they can have an impact on.”