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My top tech had an unfortunate comeback the other day that cost us dearly. He had been stepping us his game for the past month or so, mainly because the work was beginning to flow in and he knew that due to mediocre winter sales, the shop needed to play catch up. Maybe in retrospect, I should have pulled the reins back a bit. I have seen this before when great techs get too caught up in production and sometimes quality suffers.

 

The tech felt really bad and worked on his own time, coming in early, staying late and even coming in on Saturday to fix the problem. I did not come down on him too hard, I am convinced he genuinely felt bad and was willing to make amends.

 

My job now is to insure that his confidence level is ok. I spoke to the foreman and we both agreed to dispatch to him a few basic jobs and to more closely monitor his work for the next week or so. This tech is not only a great producer, but has a great personality and a morale booster.

 

I don’t want to minimize the mistake in any way, but we all make mistakes, including me.

 

I thought I would share this with other shop owners, I know you have all been down this road too.

Posted

I had a new tech his second week here crunch a front bumper into a hitch ball while pulling the car into the shop. Stuff happens.

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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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