French: Practical Tips for Management

A technician walks up to the parts department. The parts advisor asks, “Whatcha lookin’ for?” The tech replies, “A way out!” 

This is supposed to be a joke, but it is actually the mindset of many technicians these days. As a former technician, I can tell you many are feeling tired, frustrated, and when met with a poor culture or shop environment—it just compounds those negative feelings.

From Elated to Deflated

How did we go from feeling full of passion and excitement for the automotive industry on the first day of employment to burned out and hanging on by a thread? While there are plenty of arguments circulating online and throughout the shop to choose from, consider the most common complaints:

• Flag time vs. actual time. Technicians are only paid for what the manual says instead of the time they put into a job.
• Customer pay vs. warranty. Technicians usually miss out on higher wages because warranties bill at lower rates than actual labor time.
• Parts availability. Inaccessibility to the right parts when they’re needed results in frustration in being unable to complete a job.
• CSI/CSX scores. The inability to control these variables but they still factor into bonuses weighs on many technicians.
• Lack of training. Being blamed for subpar work becomes discouraging when technicians don’t feel they were prepared to complete the task in the first place.
• Not being recognized or appreciated. Performing day after day but only being called out when a mistake is made quickly becomes an issue. 

As shop owners or members of a management team, there are only so many variables that are within your control. While you can’t control when a back-ordered part will arrive or change the published book time for a repair that your technician doesn’t agree with, you can control your attitude and effort. A recent LinkedIn poll reported 79% of technicians felt that a positive shop culture played a massive role in their retention. So, focus on that one variable that you do have control over and everything else will fall into place. Technicians who feel supported and love what they’re doing and who they’re working for can overlook a lot of things that are beyond an owner’s control.  

When it comes down to it, technicians are most fatigued by a lack of recognition, training, and feeling of disconnect between the sales and service departments. And quite frankly, the semi-annual pizza parties are not cutting it anymore.

What you can do

So, what can shop owners do to create a better shop environment and culture?

Some owners pay a monthly fee to a “coach” that promises to identify and fix all the shop’s problems so that technicians will be breaking down the door to come work there. And although sometimes these services work, leading with integrity and passion and simply taking care of your people is free. None of these skills require input from a paid coach. Actively listening to your employees will give you everything you need. 

Here are a few simple ways to create and maintain a respectful and healthy environment/culture.

• Listen to your people. Subscribe to the old adage: “We were built with two ears and one mouth for a reason.” Actively listening and keeping a line of open communication is critical for building trust and confidence.
• Have an open mind in regard to hiring females. If they have the right attitude and skillset, hire them, support them, and allow them to be great. Don’t overlook them simply because you’ve never had a female technician before.
• Participate in weekly check-ins with employees. Ask them how they are feeling, what they are struggling with, and how you can support them. Make sure everyone feels like they’re part of the same team. Initiating a conversation with them lets them know you are not only actively part of the team, but you truly care about their well-being and personal growth.
• Celebrate small wins every day. Some things don’t require a meeting or formal recognition. Instead, give a shout out to an employee for a job well done for small tasks that routinely go unnoticed.
• Stop with the pizza parties. Yes, employees like to be fed. Although it is considered a love language for many people, it is insulting to think that months of hard work are only worth a slice of pizza. Come up with other ways to spread kindness and show gratitude, such as: 
   

1. Give a gift card to an employee’s favorite place.
2. Put together a gift basket of their favorite snacks or caffeinated beverages on their birthday.
3. Provide shop apparel, especially for the winter months where a cool sweatshirt or jacket with the shop’s name on it is both practical and appreciated.
4. Take employees out go-karting or treat them and their kids to a family movie night. 
   Give them a shout-out or highlight an outstanding employee on social media. This kind of visibility goes a long way.
5. Simply say thank you. Not every gesture has to cost something. Recognizing people verbally for a job well done goes a long way. “Hey, thanks for taking care of that repair for me today. That customer was waiting and we couldn’t have pulled this off without your help.”

As Reese Bobby said in the unforgettable film, "Talladega Nights," “You don’t drive with your eyes, you drive with your heart.” Drive your service department with your heart, and everything else will fall into place.