Last month (“It’s not about the money — it’s about great management”), I shared some of what I’ve learned about building a loyal, motivated team of employees from two East Coast shops that have done just that. Here are two more of their tips.
Hire top performers. This might sound like a no-brainer, but seeking out “top performers” doesn’t mean that the only way to succeed is by hiring proven journeyman technicians. Shops with motivated employees look for those with what it takes to succeed whether they’re hiring to fill an opening for a production team leader or an entry-level position.
“Some of our people we’ve hired over the past years had no automotive experience,” said Paul Sgro of Lee’s Garage in West Long Branch, N.J.. “They had a good attitude and a passion. We brought them in and showed them what we needed to get done. We’ve had people who worked at Best Buy that we turned into unbelievable customer service reps. They have the right attitude and they have that drive. They like working with people.”
He said if someone in any type of company provides unbelievably great service, consider giving them a business card and invite them to call you if they’re looking for a job or career change. Many people in the service industry, for example, would appreciate the more stable work hours available at a shop.
Sleep Easier Knowing Your Shop Protects Its Customers |
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Owner Patrick Porter has some powerful words your shop needs to hear when it comes to vehcile scanning. If you’re not doing pre- or post-scans, watch this to see why you need to. |
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“You’ll be surprised how these people can fit into your company,” Paul said. “They will need training, of course, but they have those people skills.”
He said before he ever posts job openings, he’ll ask his employees if they know anyone who would be interested in working at the shop. He’ll also meet with the leader of the team within the business with the job opening to discuss what their exact needs are.
“That team leader then will sit in on an interview to see if the person seems like a good fit,” Paul said. “There’s been times after a meeting that I thought the person was great, but the team leader said, ‘No.’ They saw something, they had some concerns, and said, ‘Let’s keep looking.’”
Hiring right is such a key to motivating because hiring wrong is so demotivating. I mentioned to Paul that one study I saw found that 93 percent of employees who work with a poor-performer decreased their own productivity.
“I absolutely believe that,” Paul said.
Create the right environment. Barry Jost of Jost Garage in Wall Township, N.J., has a number of employees who have been with the company for 15 years or more, and one that has been there more than 50 years. He said a key has been using the right process to eliminate the stress and chaos I see in many shops.
“This is a tough industry to make money in,” Barry said. “I think that’s why everybody kind of pushes their people. We try to make them as comfortable as we can. We want to make sure they can still eat and breath when they get home, spend time with their family without being passed-out tired after a day’s work.”
He said daily release meetings help the staff know what’s happening with every vehicle, getting any issues ironed out and staying ahead of customer communication.
Processes have all but eliminated the last-minute dashes out for a part just before a car is to be delivered. Vehicle deliveries to customers are staggered so it’s not a madhouse on Friday afternoons.
The Josts also have built an environment where employees know they can report mistakes without having to worry about getting browbeat or having their pay docked.
“When someone scratches or breaks something, we make it crystal clear that’s not coming out of their pocket,” Barry said. “That means they’ll tell you about those issues so you can remedy the problem. The last thing you want to do is have something snap off for the customer because some guy glued it together after breaking it because he’s afraid he’s going to get screamed at. Unlike the old days, it’s tough to motivate by discipline.”
Watch for more on motivation tips from Paul and Barry in my next column.
