A sensible, successful service shop owner urged colleagues to provide practical examples of a potentially overused phrase: "work ethic."
This suggestion relates to my column that appeared in the June 6 edition, which covered some topics a new manager should discuss at the first staff meeting in a dealership or shop.
Managers may find it easy to stress certain rules and state expectations to a room full of unfamiliar workers, but they should not assume that the staff fully understands expectations. Some themes require more detailed explanation than others do.
For example, a new manager or owner may insist that employees strive to make the business proud of them. Some techs I work with believe that performing the required repair correctly constitutes "making the company proud." Simply turning wrenches constitutes the beginning and end of their perceived commitment to the business.
According to this breed of employee, fouling the interior of a customer's vehicle with the stench of a cigar is a separate issue — akin to leaving grease stains on an interior door panel. A prudent manager clarifies, among other details, that odors and stains embarrass the company instead of elevating its image.
The lesson here is to spell out how and why these avoidable mistakes hurt the business' reputation.
One savvy shop owner recommended taking a similar approach with the issue of work ethic: Patiently clarify your own definition of work ethic instead of assuming that employees understand it, especially during that vital first team meeting.
According to my colleague, work ethic has become an increasingly popular phrase throughout the auto repair industry, but saying it or hearing it often does not ensure that employees — the key to your company's success — understand it.
Consequently, he developed his own "short list" of work ethic examples that he cites when interviewing a potential new hire. What's more, he repeats these examples whenever he senses that the staff needs a reminder.
One of the work-ethic themes on this owner's short list is personal responsibility; he said he believes that personal responsibility an integral element of a work ethic.
For example, the person who spills something is — first and foremost — responsible for mopping up the mess. This applies to everyone from techs and tire busters to a service salesperson working on their own car after hours.
A wholesome work ethic is incompatible with enormous egos or a stubborn, arrogant mindset.
A solid work ethic includes a dedication to ongoing training. One of the few certainties in the auto service industry is change.
Ongoing changes usually mean new challenges as well as opportunities. Conscientious workers embrace new information, tools and techniques that address these challenges. Shunning or disrespecting new, improved methods suggests arrogance and insecurity instead of a solid work ethic.
My colleague urged fellow bosses to link directly the theme of new information with the requirement for continuing automotive education.
Make no mistake about it, this commitment to training entails hours upon hours of schooling every year.
Full disclosure: I have repeatedly emphasized the necessity for continuing education during the 33 years I have overseen this column.
Furthermore, the shop owner stressed that attending an occasional seminar here and there does not telegraph a solid work ethic. Instead, it suggests issues such as workers' arrogance, indifference and laziness.