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When a mistake is different from being wrong

Joe Marconi
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stowintegrity Enthusiast

stowintegrity

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We recently added another mechanic to a veteran team, and as it's been more than a year since we needed to hire anyone, I forgot about the patience it takes to get a new employee acclimated to our processes. New team members who are experienced are sometimes more difficult to train than those without that experience, as they bring bad habits with them

 

The process is taxing to say the least, and it's ben a stark reminder to all the rest of us that we've been working together so long, we've begun to take for granted that everyone uses the same language, and applies the steps of our process the same. The new guy (who's personable, and knows quite a bit about cars) has been a real sport, as it seems like we've had to stop him in his tracks pretty often to course-correct.

 

Pop Quiz: How many times should you have to tell someone something before you can expect them to perform their task the way it's supposed to be done?

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  • Have you checked out Joe's Latest Blog?

    • Joe Marconi
      Want to End Your Technician Shortage? Focus on Retention!
      By Joe Marconi in Joe's Blog
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      I recently spoke with a friend of mine who owns a large general repair shop in the Midwest. His father founded the business in 1975. He was telling me that although he’s busy, he’s also very frustrated. When I probed him more about his frustrations, he said that it’s hard to find qualified technicians. My friend employs four technicians and is looking to hire two more. I then asked him, “How long does a technician last working for you.” He looked puzzled and replied, “I never really thought about that, but I can tell that except for one tech, most technicians don’t last working for me longer than a few years.”
      Judging from personal experience as a shop owner and from what I know about the auto repair industry, I can tell you that other than a few exceptions, the turnover rate for technicians in our industry is too high. This makes me think, do we have a technician shortage or a retention problem? Have we done the best we can over the decades to provide great pay plans, benefits packages, great work environments, and the right culture to ensure that the techs we have stay with us?
      Finding and hiring qualified automotive technicians is not a new phenomenon. This problem has been around for as long as I can remember. While we do need to attract people to our industry and provide the necessary training and mentorship, we also need to focus on retention. Having a revolving door and needing to hire techs every few years or so costs your company money. Big money! And that revolving door may be a sign of an even bigger issue: poor leadership, and poor employee management skills.
      Here’s one more thing to consider, for the most part, technicians don’t leave one job to start a new career, they leave one shop as a technician to become a technician at another shop. The reasons why they leave can be debated, but there is one fact that we cannot deny, people don’t quit the company they work for, they usually leave because of the boss or manager they work for.
      Put yourselves in the shoes of your employees. Do you have a workplace that communicates, “We appreciate you and want you to stay!”

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