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Something to think about for your internal customers (employees)

mspecperformance
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mspecperformance Mentor

mspecperformance

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I figured I would share this and I don't believe it is covered enough in the shop owners circles and thats about leadership qualities and what it takes to lead.

 

In my shop I am trying to change the culture where all of my guys buy in. I preach team work and education. We invest a lot into our people and I am sure you guys do as well. Recently one of my Service Advisers just graduated Elite's Master Course which is a 6 month intensive service adviser / writer's course. The transformation I have seen from my guy is nothing short of amazing. It has been a group effort from management down to the technician in increasing our sales, adjusting our work flow policies and implementing all the crazy ideas I have. In passing his final exam I promised my service adviser I would take him out to an expensive steak dinner. After thinking long and hard about it I decided I was not doing the right thing. The other employees may see this as favoritism and as a "reward" which is not the intention of passing his course. Instead I made a decision to invite my whole staff to a dinner on us. In the invitation I took the time to acknowledge everyone for the good work they have been doing and that the reason why I wanted to invite everyone was not as a reward but as a celebration. We are a team and our successes and failures are shared as a group. I emphasis that everything they achieve in their professional and personal lives that make a positive impact are important to me and important to our company. Does it cost us money to invest in our team? Absolutely, this dinner alone is going to around $1000. Will it pay dividends in the future, for sure. It also feels really good to do for others.

 

I believe acknowledgement, appreciation and team building is sorely lacking in our industry. One of my goals is to make our company the best place to work in the industry. Take care of your employees and your employees will take care of your customers.

 

I am grateful for the amazing people I work with and I hope its an attitude that everyone strives to share.

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      The Toolbox is Last to Leave, First is the Heart
      By Joe Marconi in Joe's Blog
         0 comments
      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.

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