bbforks, no disrespect but i dont need to think about either situation 1 or 2, my customer does. The issue i see is situation 2 is not presented to many customers these days, not every company needs all their equipment running 24 hrs 7 days. You are right, it should be the customers decision too often this is not the case.

I was done thinking about parts to labour ratio within 5 minutes of first seeing it. If you worked for a dealer with this, and all your customers had low maintenance budgets and wanted things repaired rather than replaced you are left with a low score... seem fair? i always thought it was a ridiculious thing to score a service tech on but if people are using dart boards like raytech says which i did not think about until reading his post it would have some weight to it. unfortunatly as i said previously the scoring system I was dealing with at the time couldn't show low sales as a good thing only bad.