IDEA SHOP
Five Steps to Better KPI Tracking With one location, it’s easy to be intimately involved with the nuts and bolts of your business. After years in the business, you may even be able to predict, or simply feel, how the business is doing. That’s not the case with four or five locations. Take it from Darrell Amberson, president of operations at the 10-location LaMettry’s Collision in the Twin Cities area. “You realize that you can’t do that in every shop—it’s not physically possible,” he says. “You have to turn over operations to others.” 16
THE MSO PROJECT | SEPTEMBER 2020
That’s where data and tracking key performance indicators (KPIs) becomes critically important. Amberson and his team rely on data to keep an accurate pulse of how the business is doing as a whole, and on a by-store basis. And while Amberson acknowledges that the KPIs to track might not be dramatically different than a single-store location, the way they should be tracked differs significantly. AS TOLD TO ANNA ZECK
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THE NUMBERS EVERY MSO MUST MONITOR—AND HOW
