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Want to motivate your technicians and service advisors? Don’t discuss business

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Years ago I woirked for Hertz Rent-a-Car and the whole management team was sent to a seminar for 2 days to learn to do exactly as your describing.  I know it changed my attitude and outlook as a manager and it did make a difference in my groups work output. We seemed to 'click' as a team in a short period of time after that 2 day work shop. When I left Hertz I made it a practice to carry that new learning on to my own businesses.   

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  • 2 weeks later...

Good point Joe! It's the old "what's-in-it-for-me" thinking. People love to talk about themselves... but if you LISTEN, you will learn too!

I remember years ago, I could never figure out why job applications asked questions about hobbies and other interests. Today, when I talk with shop owners, I tell them that this type of question (and ongoing conversation) is well worth your time and effort. 

When people talk about the things they like to do - you can quickly see if they're "leaders" or "followers". The leader will tell you about how he/she went out of their way to organize - do - or put together some sort of activity. The follow usually tells you about how much fun it was to participate. 

Now, there's nothing wrong with participation. The big question is "what for?" When people participate to help a cause - it tells you a lot about them. They are not just focused on themselves. 

Overall - good idea you're talking about Joe!

Hope this helps!

Matthew Lee
"The Car Count Fixer"

Get "The Official Guide to Auto Service Marketing"

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  • Have you checked out Joe's Latest Blog?

      It always amazes me when I hear about a technician who quits one repair shop to go work at another shop for less money. I know you have heard of this too, and you’ve probably asked yourself, “Can this be true? And Why?” The answer rests within the culture of the company. More specifically, the boss, manager, or a toxic work environment literally pushed the technician out the door.
      While money and benefits tend to attract people to a company, it won’t keep them there. When a technician begins to look over the fence for greener grass, that is usually a sign that something is wrong within the workplace. It also means that his or her heart is probably already gone. If the issue is not resolved, no amount of money will keep that technician for the long term. The heart is always the first to leave. The last thing that leaves is the technician’s toolbox.
      Shop owners: Focus more on employee retention than acquisition. This is not to say that you should not be constantly recruiting. You should. What it does means is that once you hire someone, your job isn’t over, that’s when it begins. Get to know your technicians. Build strong relationships. Have frequent one-on-ones. Engage in meaningful conversation. Find what truly motivates your technicians. You may be surprised that while money is a motivator, it’s usually not the prime motivator.
      One last thing; the cost of technician turnover can be financially devastating. It also affects shop morale. Do all you can to create a workplace where technicians feel they are respected, recognized, and know that their work contributes to the overall success of the company. This will lead to improved morale and team spirit. Remember, when you see a technician’s toolbox rolling out of the bay on its way to another shop, the heart was most likely gone long before that.
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