Business problems are easy, people problems are hard. I didn’t invent that phrase. It’s been said many times by many people, and it holds true for every business. Don’t pretend this doesn’t apply to you and your drive. I’ve said it before and I will say it again:
The most important people in your business and least cared about, are your service technicians.
Your service technicians are the only ones in the company who are qualified to solve your customer’s problems. Without talented, well-motivated technicians your drive simply can’t operate efficiently.
First, let’s agree that success is defined by the end goal. Results are what matters. We are the sum of what we achieve, not what we intend. It doesn’t matter if someone had the best intentions in the world. In business, what matters is how much gets accomplished.
Without exception, service departments that perform well have a leader who’s created a strong system. Without clear rules and accountability, the system breaks down. So you must have a good, easy-to-understand system. Then, you must be able to share that system. Start taking notes now because this is the pot of gold at the end of the rainbow.
This is the stuff that’s actually working on drives all over the country!
Tip #1 – Track Production
This is production! You have to see how much people are producing. You’re living in the dark ages if you’re afraid to put the scores up in your service drive. Hang a dry erase board immediately and start tracking their hours. It doesn’t matter if some guys don’t like that idea. You can’t worry about the low performer, or be afraid of losing him. Equality of result is a lie. It’s equality of opportunity. Everybody has the same opportunity but not everybody is going to get the same results.
If you’re feeding your low-performing technicians so that they somehow get the same hours as the guy who’s working his butt off, you’re not creating a culture of high performers. The culture of performance is vital. Create that culture of performance by writing down the numbers from yesterday and everyone will be kept accountable.
Tip #2 Get to know your technicians
The single best way to make your technicians feel appreciated is to sit down with them once a month and talk about their goals. No, you don’t have to be their therapist, or Oprah, to make a huge difference. Use lunch as an opportunity to get together. Trust me, no one is going to poach your guys if you have a personal relationship with them. Your technicians are people too—they’ve got families and situations to deal with so find out what’s making these guys tick.
If you have a busy schedule and not much time to chitchat here’s a cheat sheet of questions you can ask: How’s work going? How can I help? What’s in your way? How can we get better as a department? Since we know from experience that they feel like the most ignored and picked on group in your shop, it’s your responsibility to change that.
Tip #3 Gamification!
If you have not read my book, Gamification, here’s the link.
Buy it and read it cover to cover. Look, I know the technicians are there to fix cars, but they also need to enjoy being at work. Gamification is playing for profits. It’s important to have a pattern interrupt with them where they get to have a break and have some fun. Let them throw a baseball or basketball at lunch—whatever gets their energy and mood up. If those don’t sound good to you, the book has at least 50 games in it so there’s plenty to choose from. I promise, if you throw some cash around, and add some work games into the mix, your technicians will get more done and be much happier in the process.