Legendary UCLA Basket Coach John Wooden never focused on the score of a game. Wooden believed that success is achieved by paying attention to the details of the game, not concentrating on the score. He also knew that building a team of well-trained players capable of executing a plan, and encouraging personal performance and teamwork, would ultimately lead to success.
At the end of every year, I reflect on the events that transpired over the past 12 months that pertain to my business and personal life. Reflection can have a powerful impact on how you act in a similar situation you may encounter in the future.
Most shop owners understand the importance of setting goals, but are lost when it comes to the rationale for setting their goals, how challenging the goals need to be, and the types of goals that need to be set. This article will address each of these considerations to help you get your shop on the right track for 2014 and beyond.
As we start the new year, make sure that you take a moment to take each of your employees aside and give them your heartfelt thanks for being a part of your team. Nothing is more important to the success of your auto repair business than having the right employees working with you, so be sure to give these stars the recognition that they deserve.
Too often, the only time we address someone is when things go wrong. While we cannot ignore mistakes, we need a balance. In fact, it’s far better to catch people doing things right, and to give praise. Also, in the heat of the moment when things go wrong, our judgment is clouded and we tend to lash out and say things we often regret afterwards. The person on the receiving end will often shut down too, and nothing will get accomplished.
We all can agree that competition among employees is good, but there is a right way, and there’s a wrong way. The wrong way is to tell your techs that you’re going to post the hours they each flag, and at the end of the pay period the winner will receive a reward. Although that sounds good, you’ll inevitably end up with one winner, and no matter how you cut it, the rest of your techs are going to be losers.
One of the most common questions our coaches are asked is, “How do I find the superstar technicians and service advisors?” Interestingly, what most shop owners do is wait until they need a tech or advisor before they start their search. Unfortunately, when they use this technique they inevitably end up hiring the best of whomever happens to be available at the time, rather than the best of the best.
With a record number of discrimination/retaliation claims filed by workers with the Equal Employment Opportunity Commission (EEOC) in 2010 and 2011, the EEOC received almost 100,000 in 2012. In December of 2012, the EEOC laid out the details of its Strategic Enforcement Plan for fiscal years 2013-’16 and identified six “national priorities” that focus enforcement efforts in the three general areas of hiring, pay and harassment.
Accountability is a big word. We see examples every day around us where we can safely surmise that “that person” is not being held accountable for their actions. We are surrounded by people every day – customers, employees, family members and even strangers in the stores and restaurants we frequent – doing or saying something that causes pause.
When interviewing service advisors, always ask them to rate their “sales skills” on a scale of 1 to 10. If they’ve been in sales for more than two years, and they respond with anything less than an 8, something is wrong. Either they recognize that they don’t have what it takes, or they lack self-confidence.