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Have you checked out Joe's Latest Blog?
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By Joe Marconi in Joe's Blog1 commentHave I got your attention? Great.
Let me start by saying that I believe in giving praise when deserved and letting employees know when they dropped the ball. However, the truth is that no one enjoys being reprimanded or told they messed up.
The question is, what is the appropriate balance between the right amount of praise and the right amount of critical feedback? According to studies done by Harvard Business School, the ratio of praise to critical feedback should be about 6:1 – Six praises for every critical feedback. I am not sure if I agree with that.
From personal experience, I would recommend a lot more praise. The exact ratio doesn’t matter. What’s important is that before you consider giving critical feedback, ensure you have given that employee a lot of recent praise. If not, whatever you are trying to get through to an employee, will fall on deaf ears.
When you do have to give critical feedback, remember a few things:
Focus on the issue or behavior; never attack the person, and remain calm in your actions and words Ask the employee for feedback, their side of the story Speak to the employee in private Address the issue soon after it happens; never wait Don’t rely on second-hand information; it’s always better if you have experienced the situation yourself that you want to correct Have an open discussion and find things that both of you can agree upon Have an action plan moving forward that the employee can take ownership of Use the experience as a learning tool Make sure you bring up positive attributes about them Remember, you don’t want the employee to be angry or upset with you; you want them to reflect on the situation and what can be improved. One last thing. Everyone makes mistakes. We need to be mindful of this.
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By leonard simpson
Where is the best source for inspection forms. Looking for some thing I can download and customize.
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By CAautogroup
Hello all,
We have finally taken the steps to offer commission to our employees. I would like to know how (if you do it at your shop) you go about doing so. Do you have a spread sheet/form that the employees turn in weekly for what they have sold? If you have a form/sheet do you mind sharing it?
Do you offer a percentage of certain jobs (at a certain amount) after the cost of parts and overhead?
We currently pay our technicians hourly and believe the incentives would boost business especially since it has been slow lately.
Thanks in advance for your thoughts.
Nick
CA Auto Group
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By ATLAuto
Apologies if this has been covered already.
Is anyone using an online / electronic inspection form for vehicles? I would like to set something up with our techs via an iPad app of some sort, as our current system is not working well at the moment.
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By CAautogroup
Hello all,
How many auto repair shops / quick lubes / etc follow up there repairs by filling out a Multi-Point Vehicle Inspection Form? I would like to introduce this concept to our facility in hopes of obtaining future jobs and to tell customers about any present or future problems.
If you currently use a form, did you design it yourself or purchase a generic form? Do you give a copy to the customer or just keep it for your records (carbon copy)?
I am not too sure about other shops, but I also feel it is somewhat of a liability if an item is overlooked or not properly examed and checked or marked off in acceptable condition. Do you ask the customer to sign off on the inspection form so they are in reciept of it?
Thanks in advance for your thoughts and opinions.
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