5 Shop Saving Tips from Ron Ananian, The Car Doctor™

Someone once told me that successful auto repair is a game of inches. But in today’s fast-paced, ever-evolving industry, inches may not be precise enough — we need to hit the target every time. The reality is that precision and efficiency define success now more than ever.

Margins are tighter, technology is advancing rapidly, and customer expectations are higher. Winning in this challenging and constantly shifting business environment requires more than just skill — it demands adaptability, innovation, and an unwavering commitment to efficiency.

Every second counts, every resource matters, and the difference between success and falling behind lies in how well we optimize our operations. In the end, it's not just about working harder; it's about working smarter.

As the owner of a three-bay repair shop operated by me, another full-time tech and a part-time office manager/secretary, I’ve learned a thing or two about shop efficiency — there’s no room for wasted time or mistakes.

Here are 5 tips I’ve picked up over the years to help make your shop more efficient.

Tip 1 – Check-in and check-out start at the counter

When customers walk in, the efficiency clock begins to tick. Everything including how long it takes for you to greet the customer and begin the check-in process affects not only their experience and overall satisfaction but also your shop’s average ticket efficiency. As I built my efficiency strategy, I tried to view the customer visit through their perspective. One morning, I sat in one of the customer chairs before work, sipping a cup of tea. I literally framed the view with both hands, like a picture frame, and looked around. What did I see?

Instead of staring at a blank white wall, I installed bookshelves and neatly arranged the shop’s reference materials. There are over 60 books on that shelf, and even though we rarely use them, customers are often impressed by our “library.” They’ll see books with end flaps dating back to 1979 and comment on how long we’ve been in business. The books on the shelf also help us showcase our electronic information systems, including ALLDATA. It’s a small touch but one that communicates expertise. What do you notice when sitting in your customers’ seats?

You can also save considerable time during the check-in stage if you have tools like ALLDATA Mobile and ALLDATA Inspections on your mobile phone or tablet. These tools allow your technicians to jumpstart the check-in process by greeting customers right at their cars with a digital inspection checklist.

Then there’s the counter itself. The last thing you want is for a customer to be turned off by having to move a pile of parts just to find the counter. Is it clean and organized? Make sure your counter is stocked with pens (perhaps ones with your company name and info) and anything else you might need to make the check-in and check-out process run smoothly.

Tip 2 – The power of show and tell 

Do you have a “show and tell” section? I’m talking about small parts that demonstrate common defects and failures – like a dirty cabin air filter, a TPMS sensor with corrosion, and a broken rear-view camera. I’ve even labeled a few pieces with the simple question: “What am I?”

Customers, being naturally curious, will spend time handling each one, trying to guess its purpose. Most are wrong, but that’s the fun part! Show and Tell gives you a chance to interact with your customers.

The “show” is how the display of common parts and services demonstrates the shop’s technical knowledge and understanding of modern vehicles.

The “tell” is the opportunity to explain what the part is and why it’s important. Customers get to know us through our responses and explanations. Both can help improve your bottom line and raise the average ticket price by educating customers about services they may need now or in the future.

Tip 3 – Organize Customer Paperwork with Rack #1

How many racks does your shop have? Mine has three. One of them is right behind the counter: an office rack, or file folder holder, nestled snugly in the center of the book “library.”

This rack holds what we call “hats,” each numbered 1 through 20. Don’t ask me why we call them hats — I think I picked it up from my dentist, and that’s where I got the idea.

The hat is where everything related to a customer and their vehicle is placed, including signed repair orders, diagnostic reports, safety checklists, and parts bills. Anything and everything for that customer, that vehicle, on that day, goes into their hat.

When it’s time for the final check of the vehicle before release, someone will grab the hat and go through the close-out process.

One of the best parts of this method? If you’re behind in the shop and need to work from home, you can just grab the hat on your way out the door with everything for that customer contained in one place.

Let’s be honest, as much as we all try not to work from home, it happens. This system just makes it more efficient and easier.

Tip 4 – Organize Parts Receipts & Repair Worksheets with Racks #2 & #3

Rack #2 sits next to the counter. When parts arrive in the designated parts area, all receipts go into Rack #2.

Rack #3 is out in the shop, with each technician assigned a section of slots, where their repair worksheets are placed in order of priority, ready for them to grab and go.

This system allows me to gauge the shop’s progress at a glance, without having to constantly check the computer.

If Rack #2 is full after lunch, I know I’m behind and need to process those parts receipts before afternoon vehicle pickups. If it’s 2:30 p.m. and Rack #3 still has multiple pending worksheets, we know to pause and adjust to stay on track.

Tip 5 – Watch the Clock

A repair shop sells two things: parts and labor. That’s it.

Parts are parts — you can’t control their demand, as repairs dictate what’s needed. But labor and time management is a different story. We’re a three-bay repair shop with enough parking to comfortably fit 20 vehicles. Like any business, we have limits. That’s why I aim to maximize what’s available as efficiently as possible.

One way I do this is by positioning clocks, nine of them to be exact, throughout the shop. There are two in the front office, five in the shop itself, and the remainder in key areas like the bathrooms and back room.

I’ve found that a constant, subtle awareness of time helps improve everyone’s efficiency. When time is always visible, we naturally stay mindful of how long we’ve been working on something — or how long we’ve been on break, on the phone, or distracted by the person who “just stops by.”

The Bottom Line…

You don’t have to be a big shop to make a living — just efficient. It’s the small stuff that makes this happen. Every business shift, downturn, or employee change has taught me that a small tweak here or a minor adjustment there can make all the difference.

Editors Note: Look for future articles from Ron Ananian, The Car Doctor, on how to improve shop flow and calculating the cost of business.

Ron Ananian, The Car Doctor™ Renowned automotive expert and the owner of R/A Automotive in New Jersey, a trusted repair shop serving drivers since 1978. On air since 1991, Ron Ananian, The Car Doctor Radio Show, is syndicated in 200 markets. Streaming around the world, his podcast provides expert car repair advice, industry insights, and practical tips to listeners through iHeart Radio, Amazon, Google, Apple, and more. Tune in or learn more at www.cardoctorshow.com.