Chris Collins argues that technicians are central to running a profitable service department and delivering a great customer experience. He emphasizes that time (technician labor hours) is the primary product being sold, and that recruiting, training, and retaining competent, motivated technicians is essential to avoid comebacks and keep customers satisfied.
Advisors, warranty, administrators, porters. None of you yourself. None of that matters if you don't have technicians that can turn the hours and turn the hours in a way that doesn't create comebacks and makes the customer feel good, in a sense. So just to recap, you want to run a profitable department, and you want to have a great customer experience, and to run a profitable department, you want to. You gotta have technicians because the thing you're selling is time, right? And so it takes a lot of work to build a shop and recruit good technicians and keep them happy and motivated and, you know, that sort of thing.
