Marinucci: Fall back on what really builds shop pride

Most Americans soon will "fall back," resetting clocks back an hour to end daylight saving time (Nov. 6) for the winter months.

Likewise, I am falling back to some timely topics for tire dealers and service shop operators. These themes include minimizing technician interruptions and defining work ethic.

A reader's insights have prompted me to revise my stance on interrupting techs with last-minute additions to their busy schedules.

Here's why: Typically, techs operate most efficiently and profitably when they work without interruptions. Or, as I stated in my column that appeared in the July 18 edition, they should face as few interruptions as practically possible.

I also suggested that readers try to accommodate regular customers only at the last minute. Based on my shop experience — as well as my field work in the auto repair industry — the motorists trying to barge into the schedule usually were strangers.

Unfamiliar motorists having car trouble should wait for an opening in the schedule or go to another auto repair facility.

Terry John at Mid-Atlantic Tire Pros and Hybrid Shop in Easton, Md., recommended a simpler solution: Do not revise schedules at the last minute for anyone, regular customer or stranger. John disagreed with service sales personnel who feel justified revising schedules to accommodate familiar customers.

Ultimately, this practice offends or shortchanges other customers at some point or another.

"We treat everyone the same, and it has served us well for years," he said.

Mid-Atlantic's encounters with last-minute prospects differed a great deal from my work experience.

"It is those 'faithful, familiar' customers who represent the bulk of people asking for priority service," he said.

When his dealership cannot accommodate demanding motorists, he explained, employees politely follow a standard procedure of referring them to other auto service facilities — no exceptions.

Whereas some owners and managers may view this approach negatively, it has worked smoothly and improved customer relations at Mid-Atlantic.

"You don't know how many times people in our waiting area have given us positive comments when they hear that no one customer is more important than another," John said.

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.

More often, I hear shop owners and tire dealers describe the value of creating a "culture" of career-minded employees who have pride in their workmanship. Some automotive service management experts also endorse this approach.

According to my colleague, experience has convinced him that "work ethic" is interchangeable with "pride in workmanship."

Literally, the phrases reflect each other in any work environment, including professional automotive service.

The shop owner advised other bosses to link the themes of work ethic and a wholesome work atmosphere in another way.

Ultimately, a worker without a solid work ethic does not mesh easily with employees who do have it. To the contrary, they tend to stand out in a negative way.

A positive, inviting work culture overwhelmingly trends to attract and retain people with a genuine work ethic. On the other hand, it tends to repulse others.

Sometimes, the shop owner stated, an existing worker or a potential new hire needs to hear that message.