Opinion | Commentary - Service Repair

Search Autoparts/Motorage/Opinion-commentary-service-repair/

What is wrong with people? Or is it me?

Friday, April 28, 2017 - 07:00
Print Article

We all have our own opinion on the answer to the first question, but very few ever think they are the problem. When we started coaching shop owners, one of my favorite competitors told me he had no interest in coaching and he just wanted to train. When I asked why, he told me because the biggest problem is usually them, though you will never convince them of it. My first thought was he has been doing this too long; however, I find myself guilty at times thinking everyone else is the problem, not me. I overheard one of our former shop owners and now ATI coach, Bobby Poist, tell a story to a group of new shop owners that you might be able to relate to:

A couple months ago I had a conversation with a shop owner. He was having problems with his service advisor and had decided to let him go. He searched for a few weeks and found a new service advisor. To quote his own words, “This guy is the greatest thing since sliced bread!”

Business Owners'
Evaluation Checklist
See where your ownership strengths and weaknesses lie by visiting www.ationlinetraining.com/2017-05

Ironically, in a few weeks he was having similar problems with the new service advisor. He wasn’t following up with customers. Not selling maintenance packages. Had no desire to keep the shop busy and was having problems completing his day-to-day tasks. This made me think a little. Why did we start having problems with the new guy? How could he go bad so fast?

Ever wonder why your employees don’t do what you ask of them? You hire someone new and they start out OK. Then something happens and they start making all sorts of mistakes. You find yourself wondering, “What happened to the person I hired?” I thought they were amazing, and now they aren’t even the same person.

I am confronted with this situation a lot. What I usually find is that the business owner is the problem. Seems hard to swallow, but it’s the truth. They are unable to set expectations, they avoid confrontation, and they expect others to lead their employees. This usually leads to good people getting let go, and moving on to be great in another organization. How can you hire someone and let them go without guidance? Then get mad when they don’t perform to your expectation levels? You may as well roll the dice and hope for a good employee. Unfortunately, this mentality only leads to failure. An inability to lead is usually the cause of how employees go bad. So, how do you fix this?

Create processes
Process is the key ingredient that makes a business successful. A process is a step-by-step guide on how something should be done. There are 11 steps to making a Big Mac, yet the process is so thorough that anyone can learn to make one in no time. What do you think would happen if someone negated the process and put all the condiments on the outside of the bun? It wouldn’t be a Big Mac. This process is utilized worldwide. Why can’t your processes be the same? Can you simplify the processes that will make your business successful?

Article Categorization
Article Details
< Previous
Next >
blog comments powered by Disqus