PEAK SEASON PREP
Worry No. 1: The backlog bottleneck
When units come in droves, scheduling and intake often become the first points of failure. Without a rigorous system, wait times spike and the shop floor becomes cluttered with a mix of minor tune-ups and major overhauls.
Tallman notes that dealers who successfully reduce backlogs approach service operations proactively rather than reactively.
“ An effective intake process and repair schedule is foundational,” Tallman says.“ Clear triage at intake— separating routine maintenance, quick-turn repairs, warranty work and complex diagnostics— prevents service bays from becoming clogged with low-priority jobs.”
Strategies for success: Many shops are finding success by implementing“ intake triage.” By immediately assessing a drop-off, a shop can classify the job. A quick blade sharpening should not be stuck behind a total engine rebuild.
Furthermore, some dealers have moved away from the traditional first-come, first-served model. Instead, they offer scheduled pickup slots or dedicated drop-in windows. This manages the physical traffic in the shop and allows the service manager to forecast the workload more predictably.
“ Accurate intake documentation and realistic timelines allow departments to control flow rather than respond to daily crises,”
Tallman adds.“ When customers understand expectations upfront, frustration is reduced and trust increases.”
Worry No. 2: Labor stress and the‘ invisible’ career
The spring surge places enormous strain on existing technical staff. Long hours, increased pressure from frustrated customers and limited recovery time contribute directly to burnout. This burnout leads to turnover, which Tallman warns only compounds staffing shortages year after year.
The EETC focuses on moving technicians from a state of being overworked to being professionally developed. Tallman suggests that the solution is not just about hiring more bodies, but about creating structured career pathways that help employees see longterm opportunity in the profession.
www. OPE-Plus. com March 2026 OPE + 7