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.
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3 comments:
I believe that firt and foremost the Team has to believe in the Owner's direction he wants the Team to go in. The frustrating part is seeing the brilliace of some team members in some areas of business then watch with total dismay of the utter incompetence in other areas. The tap allways turns full on at any time, and the Team has to be ready to go full on. As an business owner I would like to know how long is too long to put up with a Team members incompetence, although they shine in other areas.
It is time to spend more time "Hiring Hard". We call it "Hiring hard/manage easy"......however, emotionally this is easier said then done because the shop needs a person "now'...but too often shops let a person go then try to find a replacement. First find a replacement then let the other person go.
As far as attitude, shut it down and do not let it drag on as it demoralizes the rest of the people in the shop...as they watch how management does nothing and wonder "why" should they want to buy into a concept when management won't address a person who has attitude? One off site one on one lunch or dinner to give the person a chance to reform and come on board "immediately" or you find a replacement and the "Lone Ranger" is let go.
i think the problems are when a TEAM turns into the OWNERS directions. if the employees and the "owner" communicate properly they will all have the same objectives. if 1 employee has a different view than the others they can be taught or be replaced. if 1 owner has a different view it takes all the staff to change his mind.... in most cases. It all has to do with communication within the shop as a hole.
another note, accountability is the hardest thing to teach. it takes being wrong then being confronted then agreeing that you where wrong.(the confrontationis the hard one)
if any of these examples are not met the problem will never be solved no matter how small or large.
and to Bob, do you have any ideas as to how to keep the people motivated if times are slow? (not to say they are)
and lately i sence the new grove in the shop is we are always steady so never any rush to get things done (dont meen to rush but they can work faster/more efficient i've seen it)
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