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A favorite of many members – short, to-the-point management tips. New tips are added regularly. Premium Membership is required for access..

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#352 Comeback Consciousness

Updated
March 6, 2023

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While we don’t want to constantly beat up on the staff about comebacks (some shops call them rechecks), we also don’t want awareness to be too distant. Once a month, paste the list of comebacks from the previous month into your communication system (Slack, etc.). No need to include employee names or a ton of details. Invoice and date, original invoice and date, customer, YMM, and a brief issue description. Doing so serves as a reminder and makes it easy for everyone to compare totals from month to month.

#351 Unconfuse Your Employees

Updated
February 27, 2023

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Where do the ideas come from initially when you add policies and procedures (SOPs)? Situations? Classes? You? Those are all good, but what about your employees? How often do you ask them one-on-one about anything at your shop that is unclear to them? Or, something where everyone is not on the same page? These are the SOPs you want to do first.

#350 Hiring; Do You Perform this Simple Step?

Updated
February 12, 2023

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Reviews are a frequent hot topic. But how many shops look at online reviews written by potential employees? How do they view the world? How do they critique businesses and services? This one step in your hiring process could help you decide one way or the other on a close call.

#349 What did They Expect?

Updated
February 5, 2023

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Nearly every time a customer is unhappy, it’s because what they got is not what they expected. To them, it was not crystal clear. Make sure it is crystal clear. “I know you desperately want your car done tomorrow; however, we need a minimum of three days.” That is what you should say when you need two days. Tell customers to expect a bit less than what you intend to provide. Aim to deliver a bit more, but never any less. If everyone at your shop follows this rule consistently, your complaints will be minimal.

#348 Aim for Better – Not for Perfect

Updated
January 30, 2023

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It’s easy to spend a lot of time and effort trying to perfect something. Here’s why that is often not the best choice. 1: The goal you are after rarely demands perfection. Most people are thrilled if they can find consistent “B” level anything. 2: Getting from ninety percent to one hundred percent takes far more effort than getting from zero to ninety. 3: Realistically, perfection is rarely attainable. However, if you do get there, it won’t last long because it’s typically quite fragile.

#347 Automated Behavior Change

Updated
January 23, 2023

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The next time an employee does something contrary to how you want it handled, ask yourself if you can fix it without trying to get him to remember to change his behavior. A simple example is adding a line on an RO about doing something where the employee has to check off the line in the software to complete what he is doing with the RO. In other words, he is stuck going forward without stating that he did the thing you want to be done the way you want it done. Handling an issue this way is much easier than depending on people to remember one more thing. Briefly inform employees and explain the new line on the RO. All done!

#346 Spread it Out for Greater Impact

Updated
January 15, 2023

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It’s a never-ending list of equipment, tools, improvements, upgrades, and updates. You likely have a list, and you’ve probably set priorities. Now, pick a recurring day once every week or month or whatever interval you need to handle your list. That’s your purchase day for one thing on your list. It’s good for everyone to regularly see something new instead of in bunches with long dry spells. “They are always getting something new at the shop where I work!”

#345 It Never Happened

Updated
January 8, 2023

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When you are asked for information and know that you already handled it, and the person already received it, pretend the first time never happened whenever possible. Now, if it is a big deal or a constant issue, that’s different. But in most cases, it got missed for some reason, and the most straightforward and friendliest thing to do is to handle it one more time without pointing out the first go around. As long as it’s not chronic, this will make for a smoother and happier workplace.

#344 Onboarding 101 – How to Get Started

Updated
January 2, 2023

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Make this Step One in your onboarding process. Hand your new team member a blank legal pad and a pen. For one week, have them follow the person or persons who currently do the tasks they are to do. Tell them to ask a lot of questions and take many notes. In most cases, this will be the most efficient and effective method to get them up and running. During week two, you can get into your structured onboarding – which will go much better because of what you did in week one.

#343 Swapping Tasks

Updated
December 27, 2022

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Several employees. Lots of tasks to do. Which jobs are liked by which employee? Which tasks are disliked by which employee? You could ask them. Chances are the answer will uncover one or more possible task trades increasing someone’s likes and decreasing their dislikes. Tell the employees the purpose of the exercise. Even if you find nothing to change, most will appreciate what you are trying to do for them.

#342 First Impressions of Bad Situations

Updated
December 19, 2022

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Our first impression is usually wrong when something goes sideways with a customer, an employee, or a vendor. We have maybe five or ten percent of the story. Our conclusion could be correct, but odds are, it is not. So, our immediate reaction is likely to be poorly thought out. Wait twenty-four hours or as much as possible if that is not realistic. Reaction time is one of the greatest factors in successful management. Get this one right, and your odds of success improve significantly.

#341 Clocks

Updated
December 8, 2022

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Install oversized, bright digital clocks with seconds. Everywhere in the building. Add enough of them so a glance is all one ever needs to know the time. Clocks don’t hurry anyone, but they cause an awareness of time. Awareness brings efficiency. The display of seconds makes timing something simple. Explain the reason for them to everyone. Odds are there will be just a bit less wasted time. A few minutes a day adds up to many hours per year.

#340 Take the Offer

Updated
November 30, 2022

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The map lady says, “I found a faster route.”

Did you take it?

Too often, we do not.

Not just route options but all sorts of better, yet different, options that present themselves daily. Resist the urge to say no, and take the offer. In most cases, you will come out ahead

#339 Cleaning Up Your To-Do List

Updated
November 20, 2022

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When adding anything to your to-do list, always include the date. The simplest way to do this is with six digits. November 20, 2022, becomes 112022. After a set time, maybe three or six months, delete the item. If it truly is essential, you will think of it again later and add it back. But most things won’t return. It was not all that critical if you didn’t handle it in three to six months.

#338 I Need to Know Now

Updated
November 13, 2022

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It seems that today everyone wants everything immediately. That includes people contacting your shop by phone, email, website form, chat, text, in person, and carrier pigeon.

Treat every contact like a ringing phone. Assume they expect a reply in minutes. Customer service will be much better, which means you will be happier. Plus, you will destroy most of your competition since very few others will do it.

#337 Why Most Customer Surveys are a Waste of Time

Updated
October 29, 2022

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Many surveys aim to get positive (often misleading) results, and most have replies that do not match the customer’s actual thinking. Usually, customer surveys are way too long.

To get great feedback that you can use, pose three to five questions, each with an open field to enter a reply. It will take you longer to review the results; however, the information you receive will be more valuable.

#336 The Calm Customer Lounge

Updated
October 9, 2022

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You know that background music you hear at high-end restaurants – usually some light jazz? There are thousands of offerings like that on YouTube, and many have some very cool videos. Often, they play for hours. Try that on the TV in your customer lounge instead of all the yammering one typically hears in waiting areas.

#335 The Goal is 5:00

Updated
September 27, 2022

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When your shop opens every morning, the goal should be to complete every car coming in today and every car still here from the day before by 5:00 today. I can hear you laughing. You learned that cars must languish at your shop for a while. That’s how it works. Says who? While you may never fully attain the 5:00 goal, odds are you can improve dramatically with the right mindset. Total vehicle stays of 24 to 48 hours are doable. Change policy. Change prices. Increase capacity. Move. We know you can do it because other shops are already doing it.

#334 Solving Management Problems

Updated
September 18, 2022

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Q: Why are my employees always depending on me to solve every problem?

A: Because you do.

What you don’t do is tell them to “Figure it out.” and go back to what you were doing before they asked.

It’s often not easy at first, but it doesn’t take long for better employees to learn the new rules. The solutions won’t always be the ones you would have selected, but they will likely address most issues satisfactorily. Start trying it today.

#333 Changing Positions within the Shop

Updated
August 22, 2022

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We want Harry to move from tech to advisor. Or advisor to the manager. Or tech to shop foreman. Etc. So, we have him work in the new role while maintaining the old one. While that can work, it rarely works great because it’s hard to be two things simultaneously. Instead, have him take on the new role 100% one day per week while doing nothing of the old position. When ready, move it to two days a week, etc. The odds are that everyone will like this better, and the process will take less time to complete.

#332 About That “To Do” List of Yours

Updated
August 3, 2022

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The list will never get done, and it’s not supposed to get all done. Realize and accept that. Did you pick several things off your list today? That’s a win. Good job. Tomorrow, you can pick off a few more.

#331 Prioritizing Your Customers

Updated
July 7, 2022

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The problem with trying to be the person who does the least whining, complaining, and nagging is that you often end up being the person they shove to the back of the line. Don’t let that be your business. For the health of your shop, always place the highest profit people at the front of your line.

#330 Are Parts Ruining Your Shop?

Updated
July 1, 2022

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Stop what you are doing and walk around your shop right now. Ask everyone: “What one thing slows down the repair process the most?” If the majority say “parts,” and you don’t have a full-time parts person, you need one. (Or, if you are a small shop, a half-time parts person.) A competent, focused parts person will speed things up and pay for themselves. Try it for several months. You can always go back if you find it doesn’t help (but it probably will).

#329 WHY EMPLOYEE MEETINGS OFTEN DON’T WORK

Updated
June 1, 2022

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Some folks will seldom or never say something at an employee meeting even though they have things to say. While you cannot change that, you can use messaging, email, lunches, and other one-on-one communications to get their input. Consider every issue you want to address and determine whether it is a meeting issue or a one-on-one issue. You’ll receive better feedback overall.

#328 ADVISOR OR A MANAGER?

Updated
May 12, 2022

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The best advisors usually make less than great managers. The best managers typically are less than great advisors. They think differently, and they see things differently. Advisors sell. Managers are air traffic controllers. Training one to be the other will generally achieve limited success. Position your people accordingly. Your shop will probably run better, and your sales will likely increase.