Engagement, Ownership Boost Employee Pride And Performance

Engagement, Ownership Boost Employee Pride And Performance

The degree to which your employees can impact your bottom line hinges on their level of engagement and sense of ownership in the shop's success. When engagement is high, performance follows, as does key business-building factors like service excellence and outstanding customer service.
The degree to which your­ ­employees can impact your bottom line hinges on their level of engagement and sense of ownership in the shop’s success.
When engagement is high, performance follows, as does key business-building factors like service excellence and ­outstanding customer service.
But, for many shop owners, tracking employee performance often falls by the wayside until a major problem arises, says Greg Sands, shop owner and CEO of direct mail provider Mudlick Mail in Acworth, GA.
“Yet, when it comes to achieving goals outside of work, we often rely on metrics to determine if we’re reaching our objectives. If you want to run a marathon, you track your time,” he explains. “If you want to lose weight, you measure your body fat. The same concept holds true when it comes to evaluating employees. You must set goals for each position in your shop and then establish a tracking mechanism to measure performance.”
In Sands’ experience, he says that one of the main contributors to lagging performance is that employees don’t know how to do their job, and that’s where training proves to be ­essential.
So, to help boost engagement and performance among your team, ensure that they are properly trained, let them know they are appreciated, and that their daily contributions at the shop are recognized as being a vital part of its success.
That way, you’ll help foster a greater sense of pride in their work, a commitment to repair excellence and a customer service experience that’s second to none.
To learn more about Greg Sands’ perspective on this topic, go to our sister publication, Shop Owner, and read Greg’s column “Improve Auto Repair Employee Performance By Setting, Tracking Goals”

You May Also Like

Building a Shop Culture of Success

First, write out your plan for success. Next, be sure to train your entire team at the same time.

Courtesy of ShopOwner by David Rogers

Are you ever done training? 

Does it ever feel like you’re too busy and stretched too thin to focus on your operation? 

It’s harder than ever to find and hire critical team members, so it’s no surprise that during busy summer months, many shop owners feel like they only way to stay on top of higher car counts is to drop everything else so they can focus on working inside the business as an advisor or technician. 

Customer Relations

Customer relations are crucial; a single negative encounter can lead to consequences.

Technician speaking to customer
How To Pick The Right Battery For Your Customers’ Needs

Providing your customer with the correct group size and type of replacement battery is more important than ever.

Building A Winning Strategy

If you get one percent better each day for one year, you’ll end up 37 times better by the time you are done.

Utilizing Technology In the Service Garage

Shops that use technology effectively will increase customer service and improve internal processes to boost satisfaction.

Other Posts
Fuel Pumps and Cranking

Diagnosing the problem comes down to understanding what causes a loss of fuel pressure.

How To Sell Service, Not Price

How do you explain to customers why your recommendations are not based on being the low-price provider?

Build A Winning Culture By Allowing Failure

Yes, strive for victory, but great shops know that solid training moments come by learning from mistakes.

Scan Tool Tech

While systems can and will differ, here’s a look at common ADAS features, their general configurations and calibration requirements.

scan tool tech