Automotive Service is the New Sales
How High-Throughput Fixed Ops Are Driving Dealership Resilience in 2025
By Brett Coker
In an era where vehicle supply remains unpredictable and consumer expectations are higher than ever, increasing service department throughput isn’t just a nice-to-have — it’s a dealership’s lifeline.
Brett Coker, President of Coker Automotive Consultants, has seen the shift firsthand. “Sales sells the first vehicle,” he says, “but service sells the next three. When your throughput is limited, you’re not just losing productivity — you’re losing customer retention, resale potential, and profitability.”
The New Throughput Equation
Fixed ops used to be seen as a support function. Now, it’s the foundation of dealership profitability. With inventory shortages continuing to challenge sales departments, a growing number of dealers are turning their focus to the shop floor.
But it’s not just about booking more ROs. “Throughput- the total billed hours a shop produces, including parts sales on repair orders- is the result of dozens of small, strategic decisions,” Coker explains. “Everything from how you recruit technicians to how quickly your parts department delivers to the stall plays a role in driving that number.”
Dealers should be evaluating:
- P&L performance of their service departments
- Technician proficiency, retention, and recruitment
- Market positioning for fixed ops in their region
- RO trends and shop capacity alignment
- Policy and procedure clarity to reduce delays and rework
The Tech Shortage Is Real — and Won’t Fix Itself
According to the TechForce Foundation, the demand for auto techs is outpacing supply at a rate of 5:1 — a trend that will continue through 2025. For service managers, that means technician proficiency is no longer just about speed — it’s about sustainability.
“You don’t fix a tech shortage overnight. But what you can do is make the most of the team you already have — by giving them the tools, processes, and incentives to be productive, efficient and stick around. Remember that a 100% proficiency technician is worth $400-600k per year in parts and labor gross profit so make darn sure that you retain the techs you currently have.”
That’s where a fresh look at policy, workflow, and employee development comes in. In-dealership analyses focus on exactly this — identifying inefficiencies, addressing bottlenecks, and uncovering opportunities for long-term improvement.
Carryovers, Parts Efficiency, and Fill Rates: Still Underrated
Another way to boost throughput is to ensure every hour is productive. That starts with:
- Carryover work: Contrary to popular belief, carryovers are actually very good for shop throughput and tech earnings. Letting techs start right away each morning on a carryover as opposed to waiting for a customer write-up and dispatch can reclaim 30+ minutes a day per technician. Do the math on that!
- Parts department support: A proactive parts team that delivers directly to techs reduces technician downtime and improves customer turnaround times.
- Fill rate strategies: High fill rates mean fewer delays waiting on parts — and less rescheduling.
“Too often we overlook how much downtime comes from chasing parts or unclear write-ups. Throughput isn’t just about the techs- it’s about how everyone supports their time at the stall.”
A Strategic Shift: From Efficiency to Culture
Dealers looking to make lasting improvements in service performance must consider not just operations, but also employee satisfaction. Are pay plans fair? Are processes transparent? Are technicians being supported or simply told to move faster?
Coker emphasizes this shift in thinking: “You can’t drive long-term growth with burnout. The best dealerships are now investing in culture, not just capacity.”
Service Department Consulting Offerings
Brett Coker’s service department analysis is built for modern challenges. Within five days of his visit, dealerships receive a detailed action plan covering:
- Net profit opportunities
- Technician proficiency and retention improvements
- Hours per RO improvements
- Labor gross profit enhancements
- Customer retention strategies
- Policy overhauls and pay plan insights
Many changes can be implemented during the visit, ensuring momentum and measurable progress.
Want to Know Where Your Throughput Stands?
Book a service department evaluation with Brady Ware today and receive a custom strategy to increase profitability, retention, and resilience — no matter the market.
Questions?
Dealership Retail & Consulting
A Brady Ware consulting partner, Brett has over 40 years of retail dealership and consulting experience in all areas of dealership operations including fixed and variable operations.