Shop Management | Operations - Service Repair

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The dos and don’ts of maximizing technician, service advisor production

Wednesday, November 6, 2019 - 08:00
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It was a bright sunny Tuesday morning on the Southern California coast; the ocean was a perfect temperature and the waves were epic. Jim sat on his surfboard soaking in this special moment, as he had the beach and the ocean to himself. Jim loved surfing on Tuesday mornings because everyone else was at work — he had worked hard to get to this moment. During the past seven years Jim had been through 17 service advisors; there just seemed to be a shortage of good help these days. His goal was to build an auto repair shop that would allow him to make a nice six-figure income and give him the time freedom to go surf on Tuesday mornings. Prior to this moment every attempt at a Tuesday morning session would end in failure. There were the 1 -star reviews, the upset customers, the calls from a technician complaining about the advisors, the calls from the advisor complaining about the technician, and it all seemed to boil down to one thing poor communication. This would then lead to a lack of production and eventually poor financial performance for the business. Until one day Jim discovered the universal truths behind the dos and don’ts about maximizing technician and service advisor production.

Service advisors and technicians are human beings. In order to get results in work and life, all people utilize a behavioral strategy. Understanding that you are dealing with multiple personalities and deep-rooted behaviors is the first key to success. Each person on your team has unique talents, abilities, and their own set of behaviors they have learned throughout their life to generate the results that have made them successful. Successful shop owners and managers understand how to identify each team members unique behavioral approach and put them in the right position that enhances their natural talents. Jim discovered a system that allowed him to put his auto repair business on auto pilot. Here are the 6 keys Jim discovered that can help you and your shop become a profit generating machine!

  1. Meet with each person individually – When Jim observed his team in action, he discovered there was friction between team members. At one point the negative atmosphere was so bad Jim sent everyone home for the day and locked the doors to the shop. The next day Jim came in and invested his time in meeting with each team member individually. The goal of the meeting was to help Jim understand what is important to each person. Through careful observation Jim discovered that each person on his team has unique wants and desires. During the meeting Jim ask thought provoking questions:
    1. “Why do you like working here?”
    2. “What do you like about your job?”
    3. “If I could help you achieve something in your personal life in the next 12 months what would that thing be?”
    4. “When would you like to retire? What type of retirement would you like to have? How can our shop and your job help you achieve that? Do you feel like we are making progress towards that now?”

After two full days of meetings with his team members, Jim was exhausted and excited! He learned so much about his employees and their personal goals. Jim felt closer to each person and vowed to utilize his time, effort, and expertise to help each of them reach their own personal goals. That was the turning point. The moral in the shop changed immediately as each person on the team began to elevate their performance in order to reach their own personal goals and team goals. Each person knew exactly what they were working for!

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