One Service Advisor for Two Technicians: Better Service, Higher Efficiency

What if adding customer service staff was an investment rather than an expense?

The 2025 results from 262 repair shops operating with a ratio of roughly one service advisor for every two technicians—representing 21.4% of our shop client base—paint a particularly telling picture.

Collectively, these shops generated $65.5 million in sales, a 7.81% increase over 2024. Their gross margin reached $35.3 million, up 8.54%. Their average repair order came in at $592, compared to $428 for other shops, representing a 38.32% advantage.

The difference is equally evident on the operational side. The labor margin reached 83.57%, compared to 79.98% elsewhere—a 4.49% improvement. The ratio of billed hours to paid hours rose to 107.75%, compared to 57.38% for other shops: a relative gap of 87.78%.

These results highlight the value of having a adequately staffed front-desk team. A service advisor’s role goes far beyond simply opening a work order. They must understand customer needs, explain recommendations, prepare estimates, obtain authorizations, coordinate shop operations, and manage follow-ups.

When a single advisor is forced to support too many technicians, phone calls stack up, approvals are delayed, and vehicles sit idle on hoists. Conversely, greater front-counter capacity helps technicians stay productive and allows more dedicated time for each customer.

Many shop owners hesitate to hire because they are looking for a rare gem or view the position as an added cost. However, waiting too long can prove far more expensive in lost sales, missed follow-ups, and unbilled labor hours. Hiring someone with the right attitude and training them according to your shop’s processes can become a powerful growth driver.

Adding an advisor means greater availability for customers, less wasted time in the shop, and more opportunities to turn completed work into profitable results.