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Preventing Employee Apathy [THA 258]


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Key Talking Points

  • Team apathy- Is the owner being disengaged or having burnout?
  • Maya Angelou quote -  “I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” If we don't care how the other person feels, we have failed.   
  • Showing you care with customers and employees
  • Leadership role- make the people your passion
  • Engagement survey- is there someone at work that encourages my development? Does my supervisor care about me as a person?
  • Think about the last time you had an engaged server at a restaurant- how did that make you feel?
  • What are your employee roadblocks? How can you remove that roadblock for them?
  • How are you doing? How are we doing? How is the company doing?
  • Performance management instead of reviews
  • High priority interrupts- addressing and correcting issues immediately
  • Hiring process-12 step process, 3-6 weeks, meetings, writing assignments, discussions. Are you passionate about customers? How have you wowed a customer? How did you make an upset customer, happy? DISC assessment.

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Important Books

Check out today's partners:

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This episode is brought to you by Shop-Ware Shop Management. It’s time to run your business at its fullest potential with the industry’s leading technology. Shop-Ware Shop Management will increase your efficiency with lightning-fast workflows, help your staff capture more sales every day, and create very happy customers who promote your business. Shops running Shop-Ware have More Time and generate More Profit—join them! Schedule a free live demonstration and find out how 30 minutes can transform your shop at getshopware.com

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Are you seeing auto shops in your area get hundreds of 5-star Google reviews and are you feeling left behind because your shop only has a few?

Hey look, Broadly is your answer to getting more online reviews. With more reviews, your business will rank higher in search results — and that means more customers coming into your shop every day. Broadly helps you automatically request reviews so that your customers can promote your business with just one click. When you immediately ask for a review after service, when the experience is still fresh in their mind, you’re more likely to get a 5-star positive review. Plus, asking for feedback makes your customer feel valued and more connected to your business. Isn’t that what you want a connected customer? See how Broadly can help grow your auto shop.  Visit www.getbroadly.com/chat to learn more.

The Panel

Jack Curran, G & C Tire and Auto Service, two locations, Chantilly and Manassas, VA. Listen to Jack's previous episode HERE

Jim Hayes joined the United States Army after High School where he served with elements of the Intelligence and Special Forces communities. After completing his goals in the Army, he moved to the Monterey Peninsula, where he turned his focus toward becoming a golf professional. As a member of the PGA, Jim held the title of Manager of Instruction for the Pebble Beach Golf Academy, where he taught golf to individuals from around the world. True to form, after achieving what he set out to accomplish in the world of golf, Jim transitioned to the automotive industry, where he currently serves as General Manager of Pacific Motor Service. Listen to Jim's previous episodes HERE

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  • Have you checked out Joe's Latest Blog?

         0 comments
      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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