By Joe Marconi
As a result of COVID-19, most business realize the need to enhance their crisis planning. For example, I have always set aside funds to offset any downturn, but my worst-case scenario fund accounted for a 25% decline in business. That was not enough. In addition, securing a line of credit, to only be used in a economic crisis is another way to shore up a business financially.
What changes have you made that will prepare your business for the next crisis?
I had a customer claim that we damaged his car in multiple spots on the driver side rocker panel during an oil change. We don't lift vehicles for oil changes, so at best, the closest we come to touching the rocker panels is entering the vehicle. One of our shoes might get caught when entering. This is an elderly gentleman and I do think he's being honest, but also think he is confused. He saw some of our guys milling about near his car (actually working on computer in the bay) and thought they were looking at some damage on his car. So, when he got home, he inspected it thoroughly. This guy waxes / polishes his car daily, but has problems bending over anyway, so I don't think he's paid strict attention to the rocker panel. In fact, he blamed us for some road tar that we were able to scrape off. Not sure that his vision is great either. But he loves his car.
In our observation, it looks like a scuff mark maybe from hitting rubber debris on the road, but at the same time, it appears to be under the clear coat as it won't rub off. See the attached pictures. I'm hoping someone that knows paint might be able shed some light on what I'm seeing. We've only taken pictures and tried to rub it off with fingers and fingernails. We have not tried any solvents or cleaners. I'm sure he would bring the car back for another inspection.
By Elite Worldwide Inc.
By Bob Cooper
When it comes to keeping your employees operating at peak performance, I am sure you will agree that training is critical. Accordingly, I felt it would be appropriate for me to provide you with what Elite feels to be the most important considerations when it comes to training your team.
First of all, here in the U.S. both physicians and attorneys are required to participate in continued education, and I feel your team members should be required as well. It is for this reason that I would strongly encourage you to have a policy in place that mandates that as a condition of ongoing employment, each year your technicians will need to complete (as an example) at least 40 hours of training, and your advisors will need to complete at least 8 hours of training. In all cases, the training will need to be company approved.
Secondly, as we all know, there is no one right answer for who pays for the training, but you may want to consider this. As soon as the employee has completed their training, they have benefited, because they are now more knowledgeable. On the other hand, as the owner of the shop, you will not benefit (economically) until your employee has applied their new-found knowledge, and the application has increased their productivity. I am sure you will agree, these two reasons alone suggest that an employee should invest in their own training. Additionally, when someone has their own dollars invested in any type of training, they will take it much more seriously.
Accordingly, you may want to consider having the employee pay a percentage of the cost of the training, and letting them know that if they are still employed with you XX months later, you will then reimburse them for their contribution. If they are cash strapped, you can always do a payroll deduction spread out over 2-3 pay periods.
If you find you have to sell your employees on participating in such classes, you will ultimately discover it’s due to one of two reasons. One, they don’t see the value in such courses, and if you discover this to be the case, you may find that they have taken courses in the past that were sub-par, and they lost interest. In such cases you need to sell them on how you select the courses, and/or have them participate in the selection process. On the other hand, if you find you have an employee that has little or no interest, or if they suggest there is nothing left that they can learn, then clearly you have the wrong employee.
Whether or not they are paid for their time taking the courses is subject to state laws, and to your discretion. Just bear in mind that the only thing worse than training an employee and having them leave, is not training them, and having them stay.
Since 1990, Bob Cooper has been the president of Elite (www.EliteWorldwide.com), a company that strives to help shop owners reach their goals and live happier lives, while elevating the industry at the same time. The company offers the industry’s #1 peer group of 90 successful shop owners, training and coaching from top shop owners, service advisor training, along with online and in-class sales, marketing and shop management courses. You can contact Elite at [email protected], or by calling 800-204-3548.
View full article
By Joe Marconi
If you are going to the Ratchet and Wrench Conference next week, I will be there to kick things off as the Key Note Speaker on the first day. I will also be making a presentation; Charging for Diagnostics on Friday, Sept 21.
If any member is attending the conference, please let me know and hopefully we can meet.
Here is the link to the conference: https://www.ratchetandwrench.com/articles/5651-ratchetwrench-announces-details-of-2018-management-conference
My name is Kiley and I write for "The Return" in Ratchet+Wrench magazine. (For those unfamiliar, 'The Return' is more of a personalized review that gives readers the chance to learn about how a product works inside a shop that uses it as well as the shop's review of the product.)
My question to you all today is this: what tool has made an impact in your shop? If someone was looking for a product to add to their shop, what would you recommend? (This can range from shop floor tools, security systems, management systems, payroll, etc.)
Thank you so much and have a great day!