My Wife Made Me Watch This One
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By Joe Marconi in Joe's BlogHave I got your attention? Great.
Let me start by saying that I believe in giving praise when deserved and letting employees know when they dropped the ball. However, the truth is that no one enjoys being reprimanded or told they messed up.
The question is, what is the appropriate balance between the right amount of praise and the right amount of critical feedback? According to studies done by Harvard Business School, the ratio of praise to critical feedback should be about 6:1 – Six praises for every critical feedback. I am not sure if I agree with that.
From personal experience, I would recommend a lot more praise. The exact ratio doesn’t matter. What’s important is that before you consider giving critical feedback, ensure you have given that employee a lot of recent praise. If not, whatever you are trying to get through to an employee, will fall on deaf ears.
When you do have to give critical feedback, remember a few things:
Focus on the issue or behavior; never attack the person, and remain calm in your actions and words Ask the employee for feedback, their side of the story Speak to the employee in private Address the issue soon after it happens; never wait Don’t rely on second-hand information; it’s always better if you have experienced the situation yourself that you want to correct Have an open discussion and find things that both of you can agree upon Have an action plan moving forward that the employee can take ownership of Use the experience as a learning tool Make sure you bring up positive attributes about them Remember, you don’t want the employee to be angry or upset with you; you want them to reflect on the situation and what can be improved. One last thing. Everyone makes mistakes. We need to be mindful of this.
Watch the Video! Complimentary Webinar by Joe Marconi - Grow Your Company With Effective Delegation!By Joe Marconi
IF YOU MISSED THE WEBINAR, HERE IS A LINK TO THE RECORDING: https://youtu.be/zgGld3MzxwI
Do you feel as if you don't have enough time in the day to get everything done? Is your task list growing to a point where it's getting unmanageable? Well, you're not alone.
As your company grows, so do your responsibilities and task list. However, attempting to perform all the required tasks in the day-to-day operations can backfire and make you ineffective as a leader. It also increases stress and reduces your overall performance.
The solution? Delegation!
Delegation is not dumping off your responsibilities. Instead, it is a shift from doing to leading. Delegating helps you become more efficient with your time. It also benefits your employees by enhancing their skills and making them an essential part of your company's overall mission.
Join Joe Marconi on February 21st at 10AM PST for this 45-minute webinar, and learn the strategies for delegating and how it improves time management and shop production. Also, discover why delegation is a critical component in your company's future success and the development of your employees.
Joe will reserve time for Q&A and give you a few key next steps to get you started on learning the art of delegation - Register below!
They say a picture is worth a thousand words, but what about video? Video content has taken our world by storm, and if you’re not doing videos for your shop, you are behind. Keep listening to find out how to differentiate yourself from other shops using authentic stories from your customers and employees.
Patrick Eagan, Spark Interactive Karim Morsli, Winkler Automotive Service, Gaithersburg, MD. Listen to Karim's previous episodes HERE Eric Sevim, A Plus Japanese Auto Repair, San Carlos, CA. Key Talking Points
The importance of using video on your careers page and in recruiting efforts to let prospective new hires hear straight from your current team why it's the best place to work and why they should work there too. Creates familiarity before a customer walks into your shop- creating bonds of trust Content that is available and working for you 24 hours a day Let your passion show in the video Make a list of your songbird customers to be involved in the video and ask customers that are dropping off (in the morning) Videos are sharable with family and friends and help promote your business
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
Coronavirus has helped streamline video messaging, video conferencing, and just overall the act of watching video on various platforms. Large companies are creating weekly videos to message their employees and customers these days. Some of you may even be doing the something similar, and if not recording and sharing video, maybe at least communicating more through video. I was on linkedin and thought this video posted by @ncautoshop from L&N Performance Auto Repair was worth a share. 😁
By Joe Marconi
Has any signed up or know of this product? "Truvideo"
BG has partnered with a company called Truvideo. The process allows you to take a short video of the car and document any issues. The video is then sent to the customer, either thru a text message or email. The tech or service advisor narrates the video. The customer can see on video things like worn brakes, worn tires, a leaking hose, etc.
I think that this has its place in the multipoint process. Below is a link for more information.
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