Quantcast
Jump to content

Flash Sale + Social Proof


Flash Sale + Social Proof


Flash Sale + Social Proof

Getting Employees To Adopt The Right Culture


Recommended Posts

How many times during the day does a customer stop by or call, and asks to only speak with you, the shop owner? Do you know why? It’s because in general, the experience the customer has when dealing with the owner of business is much different than when dealing with an employee. The owner goes out of his or her way to make the customer feel special and important. The owner has a vested stake in the customer relationship, and an attitude of appreciation is expressed toward the customer. The customer picks up on this and thus the tendency is to seek out the owner. You, the shop owner, have a culture of ownership.

 

Think about your favorite restaurant, Deli or other business where the owner goes out of his way to say hello to you, and spends a few minutes engaging in small talk. What kind of impression does that make with you? It makes you feel great. You can’t put a price on that type of customer service.

 

Now, just imagine how powerful your business would be if your employees also adopted that same culture of ownership? Most employees have no feelings of ownership, and many feel disconnected from the company’s success or failure. They may value their job and are loyal to you, but don’t always feel that their contribution to the company is recognized and makes a difference in the overall outcome of the company. If employees think that their efforts are not valued or respected, they will not develop the right culture and consequently, not care as much.

 

So, the question you are probably asking is, “How does one create the right culture”? First you need to understand the term, “buy-in”. Buy-in means that the people in a company do things not because they are told to, but because they want to. You don’t want people to simply obey you; you want people who can think on their own and contribute to your company. You want to create an atmosphere where everyone has mutual respect for one another and are committed to the common good of the company.

 

Employees adopt the right culture when they are shown appreciation for the work they do. People who are just compliant to the rules of the company aren’t totally engaged and committed to the overall success of the company. When people are engaged and feel that the work they do does make a difference, they are committed to the success of the company.

 

Give people the power to make decisions, don’t handcuff them with complicated polices and procedures that have them constantly reporting to you. Let them use their talents and empower them to make decisions. Will they make mistakes? Absolutely, especially in the beginning, but in time you will build a powerful team of thinkers and decision makers.

 

Get people more involved with the daily operations. Ask questions and ask for help. Request their feedback on critical issues. You may be surprised by just how in tune your employees are to the inner workings of your company. By discussing issues, both good and bad, you will make everyone feel important and part of the big picture. Above all, people want to feel that they matter to the company. Money is important, but self-esteem is something that will bond an employee to your company.

 

When an employee feels they can act on their own, take risks, and make decisions on their own, they will begin to adopt a culture of ownership. They will feel good about themselves with the confidence that you are behind them 100%. Customer service, productivity, and quality will all improve.

 

One thing to remember, everything starts with you, the owner. Take a long hard look in the mirror and look at the way you treat people. The way you treat your employees will be reflected in the way they treat customers. If you walk around with a doom and gloom attitude, your employees will also. If you speak in a harsh tone or are disrespectful to employees, one can only imagine what they are saying to your customers. You set the tone in your shop, so carry yourself in a way that people will emulate you in a positive way. This will insure that customers are treated with the world class service they deserve.

 

Building the right culture will improve the customer service experience. The customer will receive that warm reception from not only you, the owner, but from anyone they come in contact with. That culture will build strong relationships and loyal customers. The result: increased sales, more profits and positive growth.


View full article

Link to comment
Share on other sites


Shop AutoPartsToys.com for all Your Car, Truck and SUV Accessories at Direct Factory Warehouse Pricing


Shop AutoPartsToys.com for all Your Car, Truck and SUV Accessories at Direct Factory Warehouse Pricing


Shop AutoPartsToys.com for all Your Car, Truck and SUV Accessories at Direct Factory Warehouse Pricing

Here's an idea... if ever possible.

How about a convention?? Have educational classes, instructional shop managment classes. Perhaps even some classes on diagnostics, latest equipment, etc...

 

Get a bunch of suppliers to buy booth time for the convention, put a golf tournament together, door prizes, meals, hotel discounts, stuff like that.

 

It would take a lot to arrange it all but,... it might work.

 

just a thought....

Link to comment
Share on other sites

  • Similar Topics

    • By Joe Marconi
      I will never forget the day when a customer, who didn't like the price, took cash out of his pocket, crumbled up the cash, and threw the money at me. 
      This customer clearly crossed the line, in my opinion. 
      Before I tell the rest of this "true" story, I would like to hear from you: How would you have handled this situation? 
       

    • By carmcapriotto
      Daniel Griffith, Wally's Precision Auto Care, Las Vegas, NV
      Key Talking Points
      Finding, identifying, and connecting with the ideal customer and naming them (Jennifer and Clara)- what books are they reading? Who are they following on social media? What are their expectations?  Build out each phase of the customer experience process, and look at the highs and lows What parts of the process are easy and what parts are hard? Simplify that down as much as possible If something's not working, change it. It's that simple Hiring new employees- asked his current employees what they like about their job, then used their words on the job descriptions “Culture eats strategies for breakfast.” The average tenure of his current team is over 12 years  
      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:
             
      Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR.

      More Time. More Profit. Transform your shop at getshopware.com/carm


      Click to go to the Podcast on Remarkable Results Radio
    • By Transmission Repair

      Premium Member Content 

      This content is hidden to guests, one of the benefits of a paid membership. Please login or register to view this content.

    • By carmcapriotto
      Guest host and shop tour with Jae Malinowski, Faithfull Tirecraft, Saskatoon, Saskatchewan. Jae's shop has 5 shipping containers of customer tires. Find out why tires are an important part of his business.
       
      Jae Malinowski, Faithfull Tirecraft, Saskatoon, Saskatchewan. Listen to Jae’s previous episodes HERE
      Key Talking Points
      Rebranding business, knowing who your customer is, and having a customer avatar Moving during COVID-19, leasing the current building Book recommendation Stolen Focus by Johann Hari- learn how to listen better, focus on the task at hand Tire storage- appointments twice a year 8k for a shipping container, Jae will cap at 6 containers on location.   
      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
    • Heavy Duty Parts Fleetcross
    • By carmcapriotto
      Are hairdressers the new untapped resource for our industry? How does a hairdresser in San Francisco become an automotive shop owner in Las Vegas? What can we learn from the intimacy between a hairdresser and the client? I’m with Danielle Villa at the 2022 Elite Invitational, stay tuned, you won't want to miss this episode. We discuss business, hair care tips, and a few laughs in between.
      Danielle Villa, Red Rock Repair, Las Vegas, NV
      Key Talking Points
      “I’m a mediocre hairdresser but I’m really great with people.”  Hair is intimate- “ It's the only profession that you touch someone and you don’t cause them pain or discomfort” Purchased shop 3 years ago with husband at the time, they knew they needed a business coach- transformed their lives and business.  Working with a spouse- open communication, willingness to listen and hear each other Charging for what you’re providing- with being a hairdresser and running a shop. Set the expectation and standards of your business.  Employees want to be heard and empowered  
      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:
             
      Set your sights on Las Vegas in 2022. Mark your calendar now … November 1-3, 2022, AAPEX - Now more than ever. And don’t miss the next free AAPEX webinar. Register now at AAPEXSHOW.COM/WEBINAR.

      More Time. More Profit. Transform your shop at getshopware.com/carm


      Click to go to the Podcast on Remarkable Results Radio


  • Our Sponsors


Find your domain and create your site at Weebly.com!


Find your domain and create your site at Weebly.com!


Find your domain and create your site at Weebly.com!

×
×
  • Create New...