Automotive Service & Repairs Leadership Roundtable

1. What are the hidden costs reducing workshop margins?
2. Are you measuring profitability per job or overall turnover?

1. Are your labour rates aligned with operational costs?
2. How do competitors influence your pricing decisions?

1. Where do workshops lose money without noticing?
2. What systems can improve cost visibility?

1. What does a “healthy workshop margin” look like today?
2. How do you balance growth vs profitability?

1. How do you define turnaround time in your workshop?
2. Which processes create the biggest delays?

1. Where do vehicles spend unnecessary time in your workshop?
2. How can scheduling improve output?

1. Are customers realistic about turnaround times?
2. How do delays affect retention?

1. What systems improve speed without reducing quality?
2. How can digital tools improve workshop flow?

1. Is quality defined by technical work or customer perception?
2. What do customers value most after a service?

1. How do you ensure consistent service delivery across jobs?
2. Where does trust break down in customer experience?

1. How are service issues resolved in your workshop?
2. Do complaints lead to retention or loss?

1. What drives long-term loyalty in workshop clients?
2. How do you measure customer retention effectively?

A bonus session focused on the most pressing topic raised by members. Intested members put forward their topics and one topic is lected based on popularity, urgency, relevance or group interest.

1. How do parts affect overall job margins?
2. Are you tracking parts wastage or loss?

1. How dependent are workshops on suppliers?
2. Can better negotiation improve profitability?

1. Are you overstocking or understocking parts?
2. What systems manage parts flow effectively?

1. Where do workshops lose money in parts handling?
2. What controls prevent unnecessary losses?

1. How do you measure productivity per technician?
2. Is output aligned with payroll costs?

1. Does experience always equal productivity?
2. How do skill gaps affect performance?

1. What motivates technicians beyond salary?
2. Do incentive systems improve output?

1. What defines a top-performing workshop team?
2. How do you retain skilled technicians?

Member pressing issue

1. What are the real benefits of franchising?
2. Do independent workshops have more flexibility?

1. How strict should franchise systems be?
2. Where do independents outperform franchises?

1. Does branding influence workshop growth?
2. How important is national recognition?

1. What determines the best path for scaling?
2. Can independents compete with franchise systems?

1. What causes the biggest delays in workshops?
2. Are systems or people the main bottleneck?

1. How efficient is your job allocation system?
2. Where do breakdowns occur in workflow?

1. How does miscommunication affect output?
2. Are internal systems clear and effective?

1. What quick wins improve workshop flow?
2. How can structure improve consistency?

Assess workshop performance against targets (revenue, turnaround time, customer satisfaction, repeat business) and identify gaps.

Open reflection on what worked, what didn’t, and the operational decisions that shaped the year.

Define revenue goals, capacity planning, staffing needs, and key growth priorities for the year.

Break down Q1 actions: workflow setup, booking systems, staffing readiness and customer acquisition focus.

Pressing topic from any member

1. What breaks when you scale?
2. How do systems need to evolve?

1. How do you maintain consistent service quality?
2. What must be standardised vs flexible?

1. How do you control performance remotely?
2. What leadership structures work best?

1. What makes scaling successful long-term?
2. How do you avoid operational collapse when expanding?