Shop owners have to examine their business plumbing to see if their TAP is turned on or off.
It is time to turn the TAP all the way on ......as far as it possibly can go and if it turns out it is not enough, then aggressively upgrade the internal system to achieve desired results.
There are 3 things to examine when looking at the TAP in the full "on" position.
1. "T" stands for "Team". Is the business operating and functioning completely as a team. Is the team strong which creates a positive culture that clients will recognize and appreciate. The team Professionals work together to ensure the client is always properly informed and the vehicle is fully inspected for safety and reliability. There is no room for individuals with selfish and inconsiderate attitudes on the team.
2. "A" stands for "Accountability". Every person must accept their responsibilities to the team to achieve results that exceeds clients expectations but also ensures the detailed procedures are followed that sustain a financially healthy and profitable business. This is the mind-set that Professionals embrace.
3. "P" stands for "Perseverance". Developing a professional shop culture which raises the bar to create an exceptional client experience is not an easy or short term task to achieve. It can take 2 to 4 years to put together. When the vision of the business is clearly defined and understood, then management and the team persevere through all the ups and downs because everyone knows that what they are creating as a business is the right thing to do. It builds pride and secures an exceptional career for everyone on the team.
If your business TAP is off........it is time to check the pressure and slowly start the procedures that will build and create an amazing future.
Saturday, April 30, 2011
Tuesday, April 12, 2011
It Only Takes One Member To Destroy a Team
I have been witnessing a trend in the past six months which disturbs me greatly.
Owners today can feel threatened by immature staff members who believe they are above the rest of the shop employees because they feel they have "special skills" and are worthy of special privileges and treatment. These employees "with attitude" feel it is just too hard for them to be replaced, so in essence the owner is taken hostage by this person in their own business.
The bottom line fact in business is that no one is irreplaceable.
Shop owners must stop this person in their tracks and this employee either abides by and plays by the company culture rules as a team player or they are gone. The negative affect these bad employees have on the rest of the shop team is incredible which can destroy productivity and in turn, the client experience. When a shop becomes demoralized because the rest of the team watch as one member manipulates ownership, confidence and respect for the ownership from the rest of the team drops dramatically. The vision of the company is lost.
When ownership notices a player on the team falling out of line it is time for an immediate one on one session away from the shop, perhaps over dinner. The attitude is discussed and expectations of this employee are "reset".
If the employee does not come back fully on board and stays there, then the ownership must start the search immediately for a new player. Once the new player is found, then termination of the person with attitude must take place on the spot.
Today is about attitude, our responsibilities to the client and the total approach to the Profession. People who are not at that level of thinking have no place on the shop's Professional team. We take our careers and Professional responsibilities seriously; some do not.
Owners today can feel threatened by immature staff members who believe they are above the rest of the shop employees because they feel they have "special skills" and are worthy of special privileges and treatment. These employees "with attitude" feel it is just too hard for them to be replaced, so in essence the owner is taken hostage by this person in their own business.
The bottom line fact in business is that no one is irreplaceable.
Shop owners must stop this person in their tracks and this employee either abides by and plays by the company culture rules as a team player or they are gone. The negative affect these bad employees have on the rest of the shop team is incredible which can destroy productivity and in turn, the client experience. When a shop becomes demoralized because the rest of the team watch as one member manipulates ownership, confidence and respect for the ownership from the rest of the team drops dramatically. The vision of the company is lost.
When ownership notices a player on the team falling out of line it is time for an immediate one on one session away from the shop, perhaps over dinner. The attitude is discussed and expectations of this employee are "reset".
If the employee does not come back fully on board and stays there, then the ownership must start the search immediately for a new player. Once the new player is found, then termination of the person with attitude must take place on the spot.
Today is about attitude, our responsibilities to the client and the total approach to the Profession. People who are not at that level of thinking have no place on the shop's Professional team. We take our careers and Professional responsibilities seriously; some do not.
Wednesday, April 6, 2011
FINALLY - Interest Is Showing Its Head Above The Sand
For the past seven years (yes 7) I have been talking about the new Aftermarket that was coming and the way we must rethink it in order to operate, grow and sustain market share. It has to go through a "Culture" change. Our company is always focused to study the industry moving 3 to 7 years out because we know it takes a minimum of 2 to 3 years to change a shop business and 4 to 6 years to change the culture of a Jobber business. It has been a very frustrating journey indeed because of sector inertia, procrastination and so many caught in the fires of the moment. I know my frustration is far from over.
That being said, I see that Shop Owners and Jobbers and even some manufacturing Reps are now trying to figure out this new Aftermarket and how to deal with it. In essence they are showing up late for the dinner party by about 2 hours and expecting a full meal; were cleaning the table from the main meal, talking desert and liqueurs at this point, but at least they have started to show up and that I commend them for. I guess better late then never. They actually made a positive decision and acted upon it. The key word is "acted". On the other hand, they have missed the munchies and the pre-dinner cocktails which always creates the atmosphere to engage people to partake in conversations of great interest which then carries on over to the main course meal.
The comparison to a dinner function is as far as I will take this because my point has been made.
The Business courses and the Association functions are growing in size than I have seen them in years and this is all positive. Some of the reason is due to the next generation attending who are keenly interested in what they have to do. They don't rely on the old ways; they have a desire to learn and keep learning. It is an understanding that education is a continuous thing they must embrace.
The fresh air I am now experiencing is to see the "older" executives attending from Jobber, Warehouse Distributors and Manufacturers level. They have another 5 TO 7 years left in their career and now they are trying to get their heads around it. I'll be honest, many do not agree with this new path we must go down because they have been ingrained in their ways. Their faces tell it all as they listen to the presentations. The issue I have with these people is they are not presenting a vision and new path to follow and proving it out to prove their comments and thinking....it must have "legs" or "longevity"....which has to be a concern because it is so easy to criticize anything different and tear it down. The point I am trying to make here is don't come with negativity, come with an open mind, stay open minded to discuss other ideas and present your ideas and solutions as a contribution....but make sure they are proven out as a win/win solution for our sector AND will stand the test of TIME rather than just a "one-side" win for the short term.
Let's keep going...........partake in these Business courses and Association functions from every level of the industry and engage in these important discussions..........because this is where our understanding, trust and relationships are built.
We can do this!!! Let's pledge to participate, engage and contribute to re-developing the Aftermarket into what will provide an exciting future for everyone working in it and their families. The next generation WILL win!!!!!
That being said, I see that Shop Owners and Jobbers and even some manufacturing Reps are now trying to figure out this new Aftermarket and how to deal with it. In essence they are showing up late for the dinner party by about 2 hours and expecting a full meal; were cleaning the table from the main meal, talking desert and liqueurs at this point, but at least they have started to show up and that I commend them for. I guess better late then never. They actually made a positive decision and acted upon it. The key word is "acted". On the other hand, they have missed the munchies and the pre-dinner cocktails which always creates the atmosphere to engage people to partake in conversations of great interest which then carries on over to the main course meal.
The comparison to a dinner function is as far as I will take this because my point has been made.
The Business courses and the Association functions are growing in size than I have seen them in years and this is all positive. Some of the reason is due to the next generation attending who are keenly interested in what they have to do. They don't rely on the old ways; they have a desire to learn and keep learning. It is an understanding that education is a continuous thing they must embrace.
The fresh air I am now experiencing is to see the "older" executives attending from Jobber, Warehouse Distributors and Manufacturers level. They have another 5 TO 7 years left in their career and now they are trying to get their heads around it. I'll be honest, many do not agree with this new path we must go down because they have been ingrained in their ways. Their faces tell it all as they listen to the presentations. The issue I have with these people is they are not presenting a vision and new path to follow and proving it out to prove their comments and thinking....it must have "legs" or "longevity"....which has to be a concern because it is so easy to criticize anything different and tear it down. The point I am trying to make here is don't come with negativity, come with an open mind, stay open minded to discuss other ideas and present your ideas and solutions as a contribution....but make sure they are proven out as a win/win solution for our sector AND will stand the test of TIME rather than just a "one-side" win for the short term.
Let's keep going...........partake in these Business courses and Association functions from every level of the industry and engage in these important discussions..........because this is where our understanding, trust and relationships are built.
We can do this!!! Let's pledge to participate, engage and contribute to re-developing the Aftermarket into what will provide an exciting future for everyone working in it and their families. The next generation WILL win!!!!!
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