A forum member asks:
“I'm looking for some advice. What do you do when the owner's son works the front counter where 90 percent of the problems are? I have talked with my boss, the owner, and he agrees with me but is hesitant to tell his son. I started at the shop to help grow the business, and we have made great improvements everywhere but the front counter.”
Tom Ham responds:
“From what I have seen, the fix for that the vast majority of the time is that someone has to leave.”
The original poster writes:
“Thanks for the input, Tom. I have been trying for three years now to assist in any way that I can. When I talk with my boss he says, ‘I know, I agree,' but there's still no change. His son has attended owners and advisor training and talks to our coach weekly, and he still fails to implement change. He lets our customers steer the shop, doesn't present courtesy checks or recommendations and would rather do oil services all day.”
A shop manager in Peachtree Corners, Ga., replies:
“I am an owner's son. Thankfully, I was able to learn to be a good service writer and a better store manager. The best thing to do is to help the owner find his son a better fit in the market place for his skills. They will both be happier in the long run.”
Another forum member writes:
“All relationships and families go through difficult times, and experiencing occasional problems and conflict in personal relationships is normal. However, sometimes these problems can become overwhelming.”
A Las Vegas shop president responds:
“I think the absolute best scenario is a no-nepotism policy. Unless someone already brings a lot to the table—and expectations and contingencies are thoroughly discussed, and in writing—don't do it. Eventually someone's performance will suffer, issues will surface and feelings might have to be hurt. It's tough to remain accountable to someone you're close to.”
The questions and responses are posted on the Automotive Management Network website, which is operated by Deb and Tom Ham, owners of Auto Centric (formerly Ham's Automotive) in Grand Rapids, Mich. The comments have been edited for clarity and brevity.