As the owner of CARSTAR Metcalf in Stilwell, Kansas, a hard-fought bout with COVID provided valuable business lessons that have changed how I am operating my business today and planning for the future. I purchased my store in 2018 after serving as a member of the company’s operations team.
As a business owner, you plan for all sorts of scenarios. But you don’t really think about the ‘what if something happens to me’ situation. You just assume that you’ll be there to run the business. What I learned through my COVID experience is that you have make plans to protect your business, your team, your investment, and your family just in case something does happen.
I already had a solid foundation in place with my store manager and customer service manager. I had cross-trained team members throughout the shop to work in a variety of capacities. I taught my manager to handle payroll and had good support from my accounting and insurance partners. I always emphasize to my team that they need to “think like an owner.”
Then life intervened — I got sick with COVID and spent one month in the hospital. Today, I’m lucky to be recovering and spending a few hours at work each day as I rebuild my strength and wellness. My team stepped in for my shop when I couldn’t be there.
I can’t say enough how much that I appreciate my team and everything they did while I was out. They truly saved my business. They worked closely with my accounting and insurance partners to manage the work flow and continue delivering high-quality repairs and great customer service. It’s just overwhelming to think about their extraordinary efforts to keep CARSTAR Metcalf running.
CARSTAR, which has a network of more than 700 independently owned collision repair facilities, was there to help, too. The company’s operations team provided additional resources and guidance for my team members, helped managed workflow with insurance partners, and enlisted support from CARSTAR’s Kansas City business group.
What I’ve learned over the past year and implemented in my facility can help other business owners facing similar challenges.
Value your employees and pay them well. You never know when your life – and livelihood – will depend on them.
Trust your people and your process. If you have a well-organized facility and you follow the operations roadmap, you can manage in the face of many challenges.
Have a general manager in place. It’s an important investment that is critical to your business. You need to be able to share the responsibility and have someone trained to lead the business with you – and without you.
Cross-train your team. It’s an opportunity for them to learn new skills and provides flexibility when you have staffing challenges.
Have smart partners. Your banker, insurance agent and accountant are key resources when things are going well – and even more critical when you aren’t there to run things. Make them true partners in the success of your business.
Make yourself a priority. Take care of your physical and mental health, invest in yourself and your ability to lead. Your team is depending on you.
When I left the hospital after 30 days, the nursing staff cheered for me, as I was one of the only ones who did leave. And my team was there cheering for me when I came back to the shop for the first time. Now it’s my turn to give back to everyone who helped me get well and kept my business running smoothly.
