As a Service Manager, have you ever found yourself wondering whether you should be a teacher or a preacher? It’s a question that I’ve asked myself countless times over the years, and I’ve come to realize that the answer is clear: if you want to create a winning culture in your service department, you need to be a teacher. 

The Pitfalls of Being a Preacher 

In my experience, too many Managers fall into the trap of being preachers. They stand up in front of their teams and deliver impassioned speeches about the importance of hitting targets, providing great customer service, and going above and beyond. But here’s the thing: preaching only gets you so far. If you really want to make a lasting impact on your team, you need to focus on teaching. 

What Does It Mean to Be a Teacher? 

What do I mean by teaching? It’s simple. Instead of just telling your team what to do, you need to show them how to do it. You need to provide them with the tools, resources, and guidance they need to succeed. And most importantly, you need to create an environment where learning is a continuous process. 

The Mistake of One-and-Done Training 

One of the biggest mistakes I see Managers make is assuming that training is a one-and-done deal. They think that if they send their team to a workshop or bring in a consultant for a day, that’s all they need to do. But the truth is, training isn’t something you did – it’s something you do. It’s an ongoing process that requires dedication, consistency, and a willingness to adapt and evolve. 

How to Become a Teacher Instead of a Preacher 

So, how do you become a teacher instead of a preacher? Here are a few tips that I’ve learned over the years: 

1. Focus on the Fundamentals 

It’s easy to get caught up in the latest trends and technologies, but the truth is, the fundamentals of Service Management haven’t changed. You need to make sure your team has a solid foundation in the basics – things like greeting customers, performing thorough inspections, and communicating effectively. 

2. Create a System for Continuous Improvement 

One of the most effective ways to teach your team is to create a system for continuous improvement. This means setting clear goals, providing regular feedback, and celebrating successes along the way. It also means being open to feedback yourself and constantly looking for ways to improve your own management style. 

3. Empower Your Team to Take Ownership 

As a teacher, your job isn’t to have all the answers – it’s to empower your team to find the answers themselves. This means giving them the tools and resources they need to succeed, and then stepping back and letting them take ownership of their work. When you do this, you’ll be amazed at how quickly your team starts to thrive. 

4. Lead by Example 

Finally, if you want to be an effective teacher, you need to lead by example. This means modeling the behaviors and attitudes you want to see in your team. If you’re constantly stressed out, running around putting out fires, and neglecting the fundamentals, your team will follow suit. But if you’re calm, focused, and committed to continuous improvement, your team will be too. 

The Mindset of a Teacher 

At the end of the day, being a teacher instead of a preacher is all about mindset. It’s about recognizing that your job isn’t to have all the answers, but to create an environment where your team can find the answers themselves. It’s about being willing to put in the work, day in and day out, to create a culture of learning and growth. 

Take Your Service Department to the Next Level 

If you’re ready to take your Service Department to the next level, book a 15-minute strategy session with my team. During this session, we’ll dive deep into your specific challenges and opportunities, and provide you with actionable insights and strategies you can start implementing right away. 

Don’t settle for being a preacher – become a teacher and watch your Service Department thrive. Book your strategy session today and let’s get started!