People Process feat. Norm Bobay


SOP Formation and Review

WOIT Discussion and Notes Formation and Review

SOP #0605 and SOP #0609


PAHR (we call it the Boston pronunciation of “PAR”) is a simple 4-step process that we developed to help organizations improve their hiring processes and increase their hiring and retention success. In 2013, we decided to create a process that captures much of what our company offers and give our clients some choices they can make to fit their differing needs. Throughout the process, you will find options for you to use in your organization.It is not meant to be all inclusive, but rather a starting point for you to create an effective plan.

SOP #605 – PAHR (Prepare – Attract – Hire – Retain)
SOP #609 – PAHR Process Word Doc


Powerpoint PDF


People Process Webinar

  • SOP Formation and Review
  • SOP #0605 PAHR (Prepare – Attract – Hire – Retain)


Powerpoint PDF

General Manager Process

  1. Number Savvy – Short Review
  2. Delegating skills vs. abdicating – Short Review
  3. PAHR – Prepare-Attract-Hire-Retain – very in depth discussion (Time 6:57-57:29)


Powerpoint PDF



First hour:

  • Language review: eyes on the car
  • tech rotation
  • first half / second half
  • the bag
  • oil change chain
  • buy time
  • Go for No
  • the board
  • most important customer
  • car colors: pink, green, blue, orange
  • second swing
  • bullet holes
  • missed sales file
  • meet and greet

Second hour:

  • Full System Isolate Presentation (brake and overheating issues) and role-play
  • PMI Script Intro


Front Counter Workshop Booklet – May 2020

In this clip from our People Process Workshop, the group discusses the PAHR auto repair staffing process. Learn how to find and retain the right staff for your automotive shop.

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! 

People Process Zoom Webinar

  • Lotus Code Six Step review
  • Three P triangle revisited
  • PAHR lengthy discussion from time mark 25:38–49:08
  • Don’t Know, Don’t Care / Willing or Unwilling / Able or Unable

Two books recommended:

  1. Good To Great by Jim Collins
  2. Energy Bus by John Gordon – Getting the right people on the bus and then getting them in the right seat on the bus


Powerpoint PDF

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