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Employee behavior outside your shop can affect your reputation


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Employee behavior outside your shop can affect your reputation

 

I got a call the other day from a fellow shop that needed to vent. He runs a big shop and gives his techs a lunch break every day from noon till 1pm. His techs got into the habit of going to the local mall and hanging out in the parking lot; smoking cigarettes and often getting a little too loud. They were not causing any real trouble, but it just didn’t look good.

 

Someone finally called from the mall to complain and said that many of the business owners at the mall are afraid that this is affecting business. The techs were also not too careful about the cigarette butts.

 

The shop owner was furious, disappointed and embarrassed. He asked me what he should do.

 

I suggested that have a talk with everyone at the shop. Sit them down and explain to them that when they wear the company uniform they represent the company. And everything they do, even on their own time, may affect the reputation of the shop. If that reputation is damaged, business will suffer; especially if the business is in a small community. Everyone in the company should be accountable to themselves and to the company.

 

I think this is a lesson for all of us. We need to be careful of who we hire and how we communicate the culture of our companies.

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  • Have you checked out Joe's Latest Blog?

         13 comments
      Most shop owners would agree that the independent auto repair industry has been too cheap for too long regarding its pricing and labor rates. However, can we keep raising our labor rates and prices until we achieve the profit we desire and need? Is it that simple?
      The first step in achieving your required gross and net profit is understanding your numbers and establishing the correct labor and part margins. The next step is to find your business's inefficiencies that impact high production levels.
      Here are a few things to consider. First, do you have the workflow processes in place that is conducive to high production? What about your shop layout? Do you have all the right tools and equipment? Do you have a continuous training program in place? Are technicians waiting to use a particular scanner or waiting to access information from the shop's workstation computer?
      And lastly, are all the estimates written correctly? Is the labor correct for each job? Are you allowing extra time for rust, older vehicles, labor jobs with no parts included, and the fact that many published labor times are wrong? Let's not forget that perhaps the most significant labor loss is not charging enough labor time for testing, electrical work, and other complicated repairs.  
      Once you have determined the correct labor rate and pricing, review your entire operation. Then, tighten up on all those labor leaks and inefficiencies. Improving production and paying close attention to the labor on each job will add much-needed dollars to your bottom line.
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