Articles by John Burkhauser

My recommendation is to have the new tech shadow you or one of your seasoned techs for maybe a week at first. What I mean by shadowing is that the new employee is only to watch and pay attention to the tech they have been placed with.
John Burkhauser
Have you tried to “train” your customers? To get them to work with all the processes you have in place that makes your shop run smoothly and efficiently? If not, it is time to.
John Burkhauser
Here are a few things that your shop can do to make each service experience a good one for your customers. Many of them are easy to do.
John Burkhauser
Here are some steps and processes that can minimize comebacks and their negative effects on your business and customers.
John Burkhauser
You need to have a system in place that helps you answer questions. For many, knowledge isn’t the problem; it’s the way the questions are worded that trip them up.
John Burkhauser
Introduce your new person to all the staff in the shop pointing out who the employee should go to when they have questions and/or assigning them a shop “buddy.”
John Burkhauser
If you haven’t grown your own tech, the first step is the interview. There should be a process for every interview; you shouldn’t fly by the seat of your pants. Here are some steps to consider. 
John Burkhauser
You must get involved with local technical schools — either high school and/or post-secondary levels — in order to grow your own techs.
John Burkhauser