I keep seeing this question come up over and over again.

How do I improve my repair times and turnaround?

And the conversation almost always goes straight to the technician.

But before we point fingers — are you setting accurate timeframes at write up? Are you presenting recommendations the moment they hit your desk? Are you following up with your tech proactively or waiting for them to come to you?

Here is what I see constantly as a service manager. An advisor comes to me on day 8 because their customer is upset. And when I ask what happened — the answer is always the same.

“The tech hasn’t updated me.”

Okay. What about day 2? Day 3? Day 4? Day 5?

The truth nobody wants to say out loud — you forgot about it.

Most techs can only move as fast as the advisor allows them to. Communication, follow up, and proactivity are YOUR controllables. Own them.

We are addressing this in depth very soon inside Service Leader Academy. Stay tuned.

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