Should the Shop Owner Ever Work on the Front Counter? – VIDEO

[J. Larry Bloodworth]

I believe it is very important for a shop owner to work the counter a little bit every week because that’s the best way an owner can keep a finger on the pulse of the business. If an owner doesn’t regularly work the front counter of the business, they tend to lose touch with not only their customers but their service writers as well. The business was created with the owner on the front counter and it’s a mistake for the business to lose that owner’s touch. Alternatively, the busier the shop gets, the less time the owner will be able to spend at the front counter; it’s a fine balance.

It’s very important for the owner to follow the same policies, procedures, and ethics that he requires of his service writers so as to set a good example. Make every job a learning example for the service writers. One of the more important facets of the owner working the front counter is for the owner to follow through with all the R.O.s he started because “handing off” R.O.s has a high probability of having a dropped ball.