Don’t Get Over-focused on KPI’s Without Putting the Customer at The Center [RR 505]

Ken Criste is the Chief Financial Officer of the Australian Bank division of National Australia Bank. In addition to this fulltime role, Ken is a passionate car owner and collector and has a 50% equity ownership in an Independent BMW & MINI workshop in Melbourne Australia “BM Performance Centre”. This ownership with Mark Higgins blends his passion of cars with that of building and growing a small business.

 He has an Undergraduate Degree in Banking and Finance from Victoria University, an MBA from Melbourne University and is a graduate of the Advanced Management Programme at Harvard Business School. His passions outside of work include snow skiing, car racing and vehicle restoration and spending time with his family. As a side note, his passion for skiing has led him to pass his level 1 and 2 Canadian Ski Instructor exams. Check Ken’s other episodes HERE.

Mark Higgins is the Co-Owner of BM Performance Centre and is an experience BMW Mastertech. His experiences have brought him to New Zealand, US, and the UK. He is already in the business for 8 months and has set the roles and responsibilities of the shop. He has worked before as a workshop manager and a BMW Diagnostic Technician. Check Mark’s other episodes HERE.

Key Talking Points:

  • Original episode 379
  • Review the new business success
  • Made a slight pivot and added VW to their specialty BMW and Mini.
  • The business has grown successfully
  • Mark had a friend who they brought in to do VW
  • Ken wrote the business case and he is happy with how it has turned outSales volumes are slightly higher than the plan and margins are slightly lower
  • VW volume is 50/50 in the last 6 months
  • Labor rate the same as when they started in the last 18 months $175
  • A 50/50 partnershipIt works by empowering the role and responsibility
  • Ken has had to learn to back off. He does the financials and has helped Marked learn it
  • Mark is still turning wrenches until he gets another tech in
  • They are starting to replay the equity they invested
  • The business has been cash flow positive without paying the rent to Ken 
  • To grow their VW/Audi business they used a card drop and Facebook
  • Growth with an equity partner
  • Don’t get overfocused on KPI’s without putting the customer at the center


  • Thanks to Ken Christie and Mark Higgins for their contribution to the aftermarket’s premier podcast.
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About the author, Carm Capriotto, AAP

Carm is the founder and host of the Remarkable Results Radio Podcast and the pioneer of automotive aftermarket podcasts. Carm calls on his years of experience in the aftermarket to bring engaging stories from his guests.

Listen to raw, unfiltered, honest, and sincere stories that include insights, trends, best practices, and expertise. Each interview brings an opportunity to learn one new thing through the stories of personal achievement. Many podcast guests tell their story of transformation from working in their business to working on it.

As host of over 1,000 episodes, Carm uses his enthusiasm and passion for the aftermarket especially the service sector to take his listeners on a journey showcasing successful service professionals’ paths to Remarkable Results. He also enjoys interviews with aftermarket industry thought leaders who bring their industry perspectives to his listener.

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