Step 1 in increasing shop productivity

[Joe Marconi]

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[newport5]

Re “say thank you once in a while,” I think you should say it way more than once in a while. The staff is who make it all work. If a tech is ever within earshot of a customer, they should get praised. If the tech fixes a particularly tough problem, have the customer meet the “magical” technician. In a recent article about the Superbowl-bound LA Ram’s, head coach Sean McVay complimented the players with a unique comment to each one, not some general, “He’s a great player.” I suggest you aim for that.

 

The stand-up shop owner takes the blame for the stuff that didn’t go right, but credits the team for the successes – “I” messed up, “we” did great.

 

You MAY be thinking that with all this praise, you will be hit up for raises. That’s your call. But you will have one heck of a ready-to-please, stellar team.

 

Additional morale tips: A team lunch every once in a while. Team donuts at surprise, random days.

 

More:

If a car develops a new problem or a part breaks while you are working on it, stay positive. Display, “I got this!” It’s your turn to shine. Your built-up trust with the customer should pull you through.