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I walked to the front counter to help a customer as my manager was out running an errand.    Shortly after stepping up, a new customer, David, maybe in his late 20's, a transplant from Georgia, came up to the counter and asked my receptionist for her name, Ericka.  He then asked if he could say a prayer for her.    She said, "Definitely!".   He prayed over her and our shop.   It was a touching moment.   They continued talking and I continued helping the lady I was talking to, Cynthia, who had in tow, her 2 yr old daughter.

I was explaining to Cynthia about her repairs and was giving her a few options.  She was upset that she had just spent about $1000 on a long delayed cooling problem in March.   Then, she's back for engine problems due to exceeding her 100K maintenance.   This invoice was about $2000.   She was frustrated with her car and said that she was going to take it to the dealer to trade it in.    The recommended repair was going to fix this problem for sure.   I was trying to provide confidence for her to make the best decision. 

While we were wrapping up, our friend David stepped up and said that Jesus was calling on him to pay for her repair bill!   She was astounded and started crying.  At first she did not believe him and I too questioned whether this was prudent.  I gave him an opportunity to back off, but he insisted.   He took no credit for his deed and proclaimed that Jesus loves her and need for her to be helped.     Shortly thereafter, Ericka and Cynthia were hugging and crying in the parking lot.

I was more touched by his original action, praying for Ericka.    I'm happy for the 2nd action, but now, I'm worried about his ability to really afford his own action.  I would hate for this to hurt him. I really think that he will be feeling the pinch of his very kind gesture.  

Sadly, after his service was complete, his own car would not start as it needed a new battery, which we did not stock.   So, we got him started and pointed him in the direction of a parts store with the battery in stock.

 

EDIT:  Wait, he was also here a few weeks back, when another customer offered to pay for a half of one of my employees prosthetic leg, that was due for refit.    And I remember seeing him before this even.

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No update.  He whipped out his credit card and paid.   She left with a working vehicle.   

Our new friend David, who came, beaming with happiness and love left a memorable impression.   Even with no actions taken, he would have been remembered.   It shined bright. 

 

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  • Have you checked out Joe's Latest Blog?

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      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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