Hi Sara,
We’ve been getting complaints about long wait times. How do you speed up turnaround without sacrificing quality?
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Let’s face it. Nobody likes waiting. Whether it’s in a drive-thru line, at the DMV, or for a repair job at your shop, long wait times can drive people nuts. The good news is that you do not have to choose between speed and quality. You can have both, like a perfectly cooked steak served in record time. Here is how.
- Quote the Right Time (and Then Add a Buffer)
If you’re giving customers an estimate based on pure optimism, you’re setting yourself up for complaints. Instead, use what we call the average completion time.
Figuring out your technicians’ average completion time doesn’t require a math degree or a crystal ball. It’s simple, and once you nail it, you’ll wonder how you ever scheduled jobs without it. Here’s how to crunch the numbers without breaking a sweat:
- Gather the Goods
Start by pulling 90 days’ worth of work orders for each technician. Add up all the hours they spent wrenching, fixing, and problem-solving during that time. - Count Those Jobs
Next, figure out how many work orders that tech completed over the same 90 days. Is it 50? 80? Whatever it is, write it down (or type it up). - Do the Magic Math
Take the total hours worked and divide it by the number of work orders completed.
Formula: Total Hours ÷ Number of Work Orders = Average Completion Time
Real-Life Example: Let’s say your tech, Bob, worked 540 hours over 90 days and completed 80 work orders.
540 ÷ 80 = 6.75 hours per job.
Boom! Bob’s average completion time is 6.75 hours. Now you know that if he has 5 open work orders ahead of a new customer, you can estimate he’s got about 34 hours of work left. No more guessing games when scheduling jobs; you’ll look like a pro and impress customers with spot-on timelines.
It’s not just math; it’s magic. And if you want even more tricks to streamline your shop, our Service Manager Certification program has your back.
- Build Triage Into the Job
Your shop is not an ER, but it can learn a thing or two from how hospitals prioritize patients. Triage is your secret weapon to speed things up without sacrificing quality. Here is how it works. When a unit arrives, the tech who will eventually work on it does a quick evaluation. This triage time is built into the job itself, not tacked on as an afterthought, so it is part of your workflow from the start.
The goal is to assess the equipment, identify any issues, and determine which parts might be needed. This process allows you to get back to the customer within 24 hours (or less) with an update and start moving parts toward the service department immediately. By doing this upfront, you avoid delays caused by last-minute discoveries, and customers appreciate the fast communication.
Triage also helps you prioritize your jobs. Quick fixes can be tackled right away, while more complex repairs are scheduled with everything in place. It’s a win-win. Customers feel cared for, and your team has a clear game plan.
- Cut the Word “Soon” Out of Your Vocabulary
“Soon” is the ultimate four-letter word in customer service. It is vague and frustrating, and it guarantees you will hear, “But you said it would be done soon!” Instead, give clear, specific timelines. Even if the answer is not what the customer wants to hear, they will appreciate knowing exactly what to expect.
Replace “soon” with statements like, “We will have an update for you by Thursday,” or “You can expect your equipment to be ready by next Wednesday.” Specific timelines reduce misunderstandings and give your team a clear target to hit. This results in fewer complaints from customers and less stress for your staff.
Wrapping It Up
Speeding up turnaround times without cutting corners is not magic. It is about managing expectations, working smarter, and communicating clearly. By quoting realistic timelines using your average completion time formula, building triage into your workflow, and ditching the word “soon,” you will keep customers happy and your shop humming.
If you are looking for ways to enhance these strategies and train your team to implement them consistently, our Service Manager Certification can provide you with step-by-step tools, insights, and guidance. A realistic schedule and clear communication is a recipe for success. So, take these steps, make those wait times shorter, and enjoy a more efficient shop where quality and speed go hand in hand.
You’ve got this!
Sara Hey
