What do repair shop customers really want? How do some of the industry's best practices truly translate? And what factors ultimately matter most when picking their go-to shop? Ratchet+Wrench is taking an in-depth look at the repair shop customer experience. Stay tuned for an ongoing series of data-driven articles, podcasts, videos, and more.

Here’s the thing about efficiency—there’s no lever to pull to simply increase it, no button to push in the morning to get it going nor shut it down at the end of the day. An efficient shop with efficient processes and efficient technicians doesn’t just happen. For some, efficiency is a never-fulfilled goal or even a simple promise to just do a little better tomorrow. More an idea than an action, the efficient contemporary shop is a shop that’s greater than the sum of its parts.

It’s time to illuminate those parts a little more.

The Field Guide to Efficiency is your resource to assess your operations, learn how the best shops handle the hidden cogs that drive their business (and revenue) forward and begin to implement change where change is needed in your own day-to-day operations. These are the real-time strategies that seven-figure shops use to increase efficiency, eliminate waste and realize a more robust and ultimately valuable shop experience for the management and staff as well as the clients who depend on your services.

From customer management systems and streamlined fulfillment to increased revenue through digital vehicle inspections, quantifiable technician efficiency rates and a happy customer experience, The Field Guide to Efficiency is more than just a collection of disparate parts; like your shop, it’s an interconnected resource meant to assess, engage and deliver upon that most basic of promises—that the customer experience matters and that the most efficient shops have discovered how to deliver it again and again and again.

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