Quantcast
Jump to content

general heavy-duty 728x90


general heavy-duty 468x60


general heavy-duty 250x250

How’s Your Shop Morale? Not Good? Look in the Mirror!


Recommended Posts

You can learn a lot about a shop’s spirit from a simple phone call. As chairman of a local automotive shop-owners business council, I call members to remind them about future meetings. This one call in particular, to a local shop, really got me thinking. I decided to write about it because it relates to our role as leaders and how our actions trickle down to every member of our company.

 

So, here’s a replay of the phone call to XYZ Auto…

 

In a flat, monotone voice the service advisor picked up the phone and said, “XYZ Auto, this is Tom”. I responded by saying, “Good Morning Tom, this is Joe from Osceola Garage, how are things going today?” He replied by saying, “Going today? How do you think things are going? I’m stuck working in this place.” To avoid any further confrontation I quickly asked if I could speak to Jim, the owner. After 5 minutes on hold and with a huff as he picked up the phone, I hear, “This is Jim”. I said, “Jim, good morning, this is Joe from Osceola Garage, how are things today?” Jim replied, Ok, I guess. I’m alive. If you call being stuck in this place, alive”. In an instant it hit me, the service writer’s emotions and actions mimicked the emotions and actions of the owner.

 

Jim went on to tell me that business stinks, his employees don’t care, the customers don’t want to spend any money, his overhead is too high, he works too hard, he can’t take any time off, the weather is lousy, and his kids and wife are driving him crazy. I was tempted to drive over to his shop to take away his shoe laces and belt, in fear he might hang himself.

 

After listening to his depressing statements, I couldn’t help thinking that his negative attitude IS the reason why his life stinks. His focus on everything negative is not only killing his life, but also killing his business. And, every person in his company probably has a negative attitude because of Jim. In fact, I have no doubt that the air of negativity is also affecting his customer’s actions.

 

Remember, you are the leader of your company. How you act and feel will trickle down to every member of your team. If you are upbeat and positive, your people will follow the same. If you walk around with your head down, drowning yourself in sorrow over all the things that can go wrong, things will go wrong. Your people will follow you as you head down that slippery slope to depression. People don’t like to work in a place that’s depressing. Productivity will suffer as a result.

 

We all know the state of the economy and that this may not be the best of times. But trust me, things will get better. History has proven that this recession will not last. Plus, shop owners are among the most resilient business people. Our ability to solve complex problems puts us in a class of our own. There may be some casualties along the way, as some people will give up. But the majority of you will make it through, and you’ll be stronger because of what you endured. So keep your head up and give your people a reason to go on. Shop owners that maintain a positive attitude and find ways to stay alive will thrive when the economy bounces back. The next time someone asks you, “How are things going?” You respond by saying, “Great! I can’t wait for what the future has to offer me!”

Link to comment
Share on other sites

  • 2 weeks later...

As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End

You can learn a lot about a shop’s spirit from a simple phone call. As chairman of a local automotive shop-owners business council, I call members to remind them about future meetings. This one call in particular, to a local shop, really got me thinking. I decided to write about it because it relates to our role as leaders and how our actions trickle down to every member of our company.

 

So, here’s a replay of the phone call to XYZ Auto…

 

In a flat, monotone voice the service advisor picked up the phone and said, “XYZ Auto, this is Tom”. I responded by saying, “Good Morning Tom, this is Joe from Osceola Garage, how are things going today?” He replied by saying, “Going today? How do you think things are going? I’m stuck working in this place.” To avoid any further confrontation I quickly asked if I could speak to Jim, the owner. After 5 minutes on hold and with a huff as he picked up the phone, I hear, “This is Jim”. I said, “Jim, good morning, this is Joe from Osceola Garage, how are things today?” Jim replied, Ok, I guess. I’m alive. If you call being stuck in this place, alive”. In an instant it hit me, the service writer’s emotions and actions mimicked the emotions and actions of the owner.

 

Jim went on to tell me that business stinks, his employees don’t care, the customers don’t want to spend any money, his overhead is too high, he works too hard, he can’t take any time off, the weather is lousy, and his kids and wife are driving him crazy. I was tempted to drive over to his shop to take away his shoe laces and belt, in fear he might hang himself.

 

After listening to his depressing statements, I couldn’t help thinking that his negative attitude IS the reason why his life stinks. His focus on everything negative is not only killing his life, but also killing his business. And, every person in his company probably has a negative attitude because of Jim. In fact, I have no doubt that the air of negativity is also affecting his customer’s actions.

 

Remember, you are the leader of your company. How you act and feel will trickle down to every member of your team. If you are upbeat and positive, your people will follow the same. If you walk around with your head down, drowning yourself in sorrow over all the things that can go wrong, things will go wrong. Your people will follow you as you head down that slippery slope to depression. People don’t like to work in a place that’s depressing. Productivity will suffer as a result.

 

We all know the state of the economy and that this may not be the best of times. But trust me, things will get better. History has proven that this recession will not last. Plus, shop owners are among the most resilient business people. Our ability to solve complex problems puts us in a class of our own. There may be some casualties along the way, as some people will give up. But the majority of you will make it through, and you’ll be stronger because of what you endured. So keep your head up and give your people a reason to go on. Shop owners that maintain a positive attitude and find ways to stay alive will thrive when the economy bounces back. The next time someone asks you, “How are things going?” You respond by saying, “Great! I can’t wait for what the future has to offer me!”

 

Employee perception is very important. If you let out a negative vibe, others will pick it up.

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Similar Topics

    • By Joe Marconi
      From what I am hearing from my fellow shop owner friends, the shops in my area, Northeast (New York), auto repair shops are busy and steady. However, there is a feeling from many shop owners to be cautious about the future. 
      Things that give shop owners concern: Inflation, the cost of living affecting the consumer's ability to afford auto repairs, dissatisfaction with the current administration,  and possible recession. 
      Your thoughts? 
    • By Joe Marconi
      At the Elite Invitational this past June, held in San Diego, we invited a customer panel to discuss a variety of issues with the auto industry. One of the things we discovered was that consumers don't know the term "Technician" and still refer to us as "Mechanics"
      This is important to understand, especially with our internet marketing.  For example, a consumer may Google, Auto mechanic near me.
      Thoughts? Opinions? 

       
    • By carmcapriotto
      Guest Host and Shop Tour with Todd Cole, TC Auto Service, Corpus Christi, TX. Four years ago Todd left his medical sales job and became the new owner of TC Auto Service.
      Todd Cole, TC Auto Service, Corpus Christi, TX.
      Key Talking Points
      Was in medical device sales but looking to make a change. His great grandfather, grandfather, and father were all in the automotive business Was a customer of the business and bought the business from the owner (who was 80 years old) Senior tech has been with the business for over 30 years- loves to teach and help others, maintains quality. He is a mentor for apprentices.  ‘Running out of concrete' as they started growing- purchased satellite location  7 lifts total Look at productivity by technician weekly- scoreboard with names listed, fun competition Drive through lanes with vehicles- 3 lanes  
      Connect with the Podcast:
      Aftermarket Radio Network
       
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partner:
      Dorman gives people greater freedom to fix vehicles by constantly developing new repair solutions that put owners and technicians first. Take the Dorman Virtual Tour at www.DormanProducts.com/Tour
       

      Click to go to the Podcast on Remarkable Results Radio
    • By Joe Marconi
      There seem to be mixed opinions on what Business System is the best. And also, not all business systems fit a particular repair shop model.
      There are a lot of new players in the past few years: Auto Leap, Protractor, Teckmetrics, Shop Boss, Shop Monkey, and more.
      Are you happy with your system?  What features are important to you? 
    • Advertise your services or products to passers-by attracting them towards your business
    • By carmcapriotto
      In the world of the customer, do they know what DVI stands for or what an inspection really is? Have you thought about calling it a “Vehicle Health Check?” My panel discusses the importance of transparency with your customer and why you might want to change the term ‘DVI.’
      Clint White, Service Advisor Coach & Shop Consultant with CWI. Listen to Clint’s previous episodes HERE Ryan von Steinen, General Manager, JB Import Automotive Repair, St. Petersburg, FL Adam Liu, Essential Auto Care, Middle Village, NY Key Talking Points
      Inspection vs Vehicle Health Reports. With a digital format available that delivers much more transparency and value, we need an UPGRADED term for our in-depth process that we present to each customer The value in GREAT and Personable Vehicle Health Reports to technicians, advisors, and the facility.  In states such as NY, any kind of "inspection" usually resonates with State Inspection. In-depth Vehicle Health & Safety Evaluation IN-DEPTH – An extremely high-value, thorough & extensive process that focuses on knowing actual conditions, measurements & facts.  If it can be known it WILL be known; and if it is known then it WILL be shown – C. White VEHICLE HEALTH – Just like the human body, a vehicle can be in a poor state of well-being, leading to unreliability, poor fuel economy, and inconvenient break-downs. SAFETY – Equally as important as Vehicle Health, Vehicle Safety or the lack thereof directly impacts the consumer’s peace-of-mind EVALUATION – A physical assessment (including test drive) of the entire vehicle performed by an expert technician in which the condition of every accessible system in the vehicle is scrutinized, documented, and reported to the customer in an easily understandable format.  
      Connect with the Podcast
       
      Aftermarket Radio Network
      Subscribe on YouTube
      Visit us on the Web
      Follow on Facebook
      Become an Insider
      Buy me a coffee
      Important Books
      Check out today's partners: Shop-Ware: More Time. More Profit. Shop-Ware Shop Management getshopware.com       Delphi Technologies: Keeping current on the latest vehicle systems and how to repair them is a must for today’s technicians. DelphiAftermarket.com
      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End


As a New BannerBuzz.com Customer You Get 20% Off Your First Order! Use Code: FIRSTORDER for 20% Off Custom Banners, Decals, Marketing Materials, and Any Custom Print Needs! Offer Does Not End

×
×
  • Create New...