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By Joe Marconi in Joe's Blog0 commentsIt 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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By Changing The Industry
Episode 190 - Hacking Incidents and Protecting Client Information With Cavan Robinson of Vehlo
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By Joe Marconi
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By Changing The Industry
Episode 186 - Marketing, Client Communication, and Expanding Shops with Mike Allen
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By carmcapriotto
Understand the financial benefits of effective training for Service Advisors and Customer Service Reps and the importance of networking and collaboration. November 9 - 10, 2024 in Detroit/Novi, MI Learn more at serviceadvisortraining.com
Leigh Anne Best, Might Auto Pro, Medina, OH, trainer and co-founder of Brakes for Breasts Bill Hill, Might Auto Pro, Medina, OH, trainer and coach Maverick Shop Owners Laura Frank, former shop owner, trainer and co-founder of Brakes for Breasts Gerry Frank, former shop owner, trainer and coach for Maverick Shop Owners
Show Notes
Importance of Owner Participation (00:03:00) Carm emphasizes the need for shop owners to participate in training alongside their customer service representatives. Networking Benefits (00:04:22) The significance of networking among attendees at the training event for shared learning experiences. Experience of the Trainers (00:05:34) Highlighting the extensive experience of the trainers and their practical knowledge in customer service. Financial Implications of Training (00:06:04) Discussion on the financial benefits of effective customer service and training for shop owners. Technician to Service Advisor Success Story (00:09:01) Bill shares a success story of a technician who transitioned to a service advisor role and excelled. Transparency in Business Practices (00:12:00) Jerry talks about the importance of transparency and ethical practices in customer service. Hiring for Customer Service (00:14:20) Discussion on effective hiring practices for customer service representatives based on personality traits. Upcoming Live Training Event (00:16:34) Announcement of the live service advisor training event scheduled for November 9th and 10th in Detroit. Building Customer Relationships (00:20:22) Emphasizes the importance of educating customers about their vehicle issues for better service. Importance of Follow-up (00:21:20) Highlights the significance of following up with customers to encourage repeat visits. Training for All Staff (00:21:51) Stresses that training should include anyone who interacts with customers, not just CSRs. Tracking Phone Call Success (00:22:31) Discusses the importance of tracking opportunity calls to measure conversion rates effectively. Utilizing Technology for Improvement (00:23:33) Mentions the benefits of using technology to analyze customer interactions and improve service. Identifying Underlying Problems (00:24:52) Explores how phone answering issues can be mistaken for marketing problems. Adapting to Change in Business (00:26:06) Encourages business owners to evolve with industry changes and invest in staff training. Challenges in Leadership (00:27:19) Discusses difficulties in communicating effectively with staff and the importance of peer learning.The Value of Training (00:31:53) Argues that investing in training can sustain or even improve business revenue. Setting Staff Up for Success (00:33:27) Emphasizes the responsibility of leaders to properly train staff for their roles. Motivation for Collaboration (00:34:23) Explains the drive behind the coaches to organize training sessions for struggling clients. Helping Others Succeed (00:35:50) Emphasis on the joy of witnessing others' success and mentorship in the industry. Overcoming Training Paralysis (00:36:27) Addressing confusion in training and providing guidance to help shop owners move forward. Value of Training (00:41:49) Discussion on the impact of trained salespeople on business success and owner satisfaction.
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By Joe Marconi
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