Nearly a quarter of shop owners admit that they do not routinely track technician efficiency or productivity, according to the Ratchet+Wrench Industry Survey, two figures that are among the most important for measuring success.

All too often in the industry, shops track these numbers, or KPIs in general, but have little idea how to interpret or make business decisions based off those numbers—especially when they fall short of set goals.

In this episode, learn eight simple questions to ask when encountering a drop in either number.