SOP Review and Update
- PP-YNR – 0603 – SOP – Retention
hiring
If this job could talk, what would it say?
The automotive repair industry comprises a variety of distinct positions. Check out this this short clip from our members only People Process workshop. Brian Gillis and the callers explain automotive jobs. The You Net Results group members outline both the jobs’ tasks and their relationships to each other. Each shop owner on the call shares their knowledge from decades of adapting to an ever changing industry. Do you think you know everything about each job description in the automotive field? These pros all bring up some great points that you may have never considered. Don’t miss out! Watch this clip now.Explain automotive jobs: Owner and General Manager
First, Brian asks members what it means to be an automotive repair shop owner. Andy recalls his experience working his way up to the position of Owner of his own family’s repair business. He describes “replacing himself” by delegating tasks to other staff members. Sometimes it does not work out immediately. In those instances, he needs to resume said chores temporarily. The bottom line is that owners have to wear many hats within the auto repair business, thus they need to stay on their toes to adapt to change.
Our own Jim Ryckman chimes in to describe a General Manager is responsibilities. He or she also must delegate jobs amongst the team. However, the GM is often on the floor, right in the action. Thinking on your feet is the key principle! Managers may assist with tickets, tracking parts inventory, and weekly organizational tasks for both the front and back of house staff. Sometimes, perhaps most importantly, they are the face of the shop to customers.
Your GM may need to engage clients in “show and tell” about the repair process, or grab them a cup of coffee. A great General Manager is willing to do anything to make your customers feel welcome! This important position is very challenging, but the more dedicated and flexible you are, the more rewarding it can be!
Explain automotive jobs: Front Counter Staff
Explain automotive jobs: Your Front Counter Staff, or Service Advisors, are crucial!
Whether you call it Front Counter Staff, Service Advisor, or Service Writer, this job is a crucial spoke in the automotive shop wheel. Cory explains what this job means to him, since he has experience with training his own front counter staff.
Service Advisors are the conduit between both your customers and your mechanics. They’re responsible for explaining the car’s repair needs to customers. They also must estimate how long repairs will take and how much they will cost.
“Job stacking” is a critical task for a Service Writer. Managing multiple jobs can be tough, so Front Counter Staff need to have excellent time management and organizational skills. Not to mention, they must work with vendors in order to ensure all necessary parts are in stock. The COVID-19 pandemic has presented new challenges to these workers, such as online communication with customers, due to social distancing requirements.
Cory believes that no other position is as integral to an auto repair shop’s income stream than the Service Advisor. You could say that no other auto repair position requires people skills more than that of a Service Writer.
What are the responsibilities of General Service Technicians?
When we explain automotive jobs, we must not leave out the General Service Technician – the heartbeat of your shop!
A General Service Technician is sometimes called a Mechanic by a lay person. It is undoubtedly the heartbeat of any auto repair shop. Techs often perform a thankless job. That is despite the fact that they are required to take regular ASE certification training.
While many facets of the auto repair process don’t change, technology advances dictate their continuing education. Who knows, your shop may have to service a self driving car in the very near future! Mechanics need to know everything from transmission repair to how to fix the computerized engines of 21st century cars and trucks.
Joe is a veteran shop owner who hails from the state of Alabama. He has seen it all in his day! First of all, Joe runs down the ever evolving responsibilities of technicians. He then recalls his own experiences as a mechanic, which began over 50 years ago. Before they engage in continued learning, each tech must have a strong foundation of general know how. Speed of service is also a crucial factor for technicians.
Mechanics are typically the lowest paid team members, but they have plenty of opportunities to advance their careers. General Service Technicians can learn many skills on the job. Whether at their existing shop, or in another industry, they can be valuable hires. Their communication with others in house, plus their flexibility, are important traits. Those skills can help a General Service Tech to eventually move up to an A Tech, Service Writer, or even Owner position over time.
Ready to learn more? Grow your shop’s bottom line with our weekly meetings!
Are staff relationships and automotive repair training confusing you? Do you struggle to put all of the pieces together? Then why not join one of our monthly coaching groups! You will have access to join our live weekly Zoom meetings. They cover topics such as budgeting for profit, hiring, leadership, and much more. Members also have 24/7 access to hours of previous training calls. A library of valuable documents will help to guide you. Sign up today!
- Number Savvy – Short Review
- Delegating skills vs. abdicating – Short Review
- PAHR – Prepare-Attract-Hire-Retain – very in depth discussion (Time 6:57-57:29)
Documents
Brian’s Know-How and Experiential
- Sample TTI Report Review
- Introduction page 2
- General Characteristics page 3
- Success Wheel page 11
- Driving Forces Motivators page 12-15
- DISC page 25-27
- Competencies page 42-52
Documents
- If this job could talk, what would it say?
- Recruiting Processes and Practices – great sharing conversation and practical tips, snapshot review
- Hiring Processes and Practices – great sharing conversation and practical tips, snapshot review
Downloads
Brian begins by reviewing the information YNR members have access to in our library. Specifically, he takes us to Gary Gunn’s interview with Norm from our members only People Process section. Alongside the video interview are a series of document links. Brian reviews the Planning Form, then quizzes members on their search for a new Service Writer.
He points out some of the sections in the form that could help members on the call. Our members on the call also give great examples of “hard” and “soft” skills which are necessary for certain jobs. So many important skills go into being effective team members in the automotive industry. A lot of them may not come to mind until you start filling out the form. When filling out the form, do not overlook factors like basic communication skills, simple math, and computer knowhow. Even if you are hiring a mechanic or technician, these are crucial.
Plan your hiring process so you can build the right team!
Don’t go into your hiring process blind! Sit down and take the time to consider all the factors you should in order to screen in the right hire. Perhaps more importantly, you will need to know how you can screen out the wrong ones! Preparing a few minutes before you advertise the position will help you avoid headaches later on.
Sign up for one of our membership circle programs to access the form, as well as new Zoom meetings with fellow auto repair shop owners each week!
- Helicopter Ride
- Mastery Management Module Review
- HireMAX Review (Job Position Pre-Planning Form)
Downloads
Recruit the right people to your door. Hire the right people for your team! Download these documents and put them to use in your auto repair shop. When you change your perspective and put these systems to work, you will see success and your staff will see a leader they can look up to!
E-Myth Hiring and Recruiting Mod
MG-0100 Your Recruiting Process
MG-0110 Your Hiring Process
Worksheets
MG0110 Your Hiring Process
MG0100 Your Recruiting Process pg.17
MG0100 Your Recruiting Process pg.16, 18-29
As we join the video in progress, Brian reviews a few incentives many shop owners use to entice potential employees. These include signing bonuses and flexible hours, as well as purchasing them new work boots for them annually. We may be seeking the best candidate for the job, but if we are to successfully hire them, we must sweeten the deal for them.
Call participant Nikki reviews her shop’s hiring process, from advertising the position, to interviewing, to training new hires. Every detail of each step is crucial. Our friend Joe Evans adds the important caveat that we must have a written system (SOP) for our shop’s hiring process. Anyone in the shop should be able to conduct the steps if necessary.
Retaining Staff – Creating a Positive Work Culture
Jim Ryckman then speaks on the “R” in “PAHR” – retain. Every facet of your relationship with your new hire, starting with the onboarding step, is crucial to keeping them.
Joe Sevart follows up afterward, explaining the culture in his shop. Every team member is part of a family. Before the second interview, he requires potential hires to review and approve his written culture guide. If they can’t commit to it fully, then they are not a good fit for his family. There is no room for a toxic personality in his garage, so Joe makes sure this requirement is met before the hire. Each employee contributes to the culture guide, and also makes decisions about benefits, equipment purchases, and more. This way, everyone feels like an important family member, and has a figurative stake in the business.
Finally, Joe explains that if he hires a technician, he does not allow them to even turn a wrench for a full week. While they are onboarding that first week, it is important to learn all they can about the business. Once they are immersed in the business culture, they are then ready to concentrate on their work.
Closing thoughts on Auto Repair Staffing
Andy Arndt then points out that it is much cheaper to retain an existing employee than to hire a new one. The auto repair staffing process is both time consuming and expensive. Invest a small amount of time listening to and mentoring each employee regularly. That way, you may save yourself a lot of headaches in the future. Who knows – you may have lost a valuable employee in the past over an issue you could have instead resolved in house.
Nevertheless, if you respect you have made a bad hire, Brian suggests looking at three factors: don’t know, can’t do (aren’t able), and don’t care. As an owner or manager, you can possibly remedy the don’t know and can’t do with additional training. If your team member can’t shake the don’t care attitude, though, they have to go.
Auto Repair Staffing Process – Prepare, Attract, Hire, Retain!
Interested in learning more about auto repair staffing? You can when you join our weekly online training meetings by becoming a YNR member! If you’re not ready to commit just yet, you can sign up for a FREE class here!
