From Technician to Owner – Part 1
On Saturday 16th May, I was one of the four speakers at the Tech Topics “Up Yours” business event.
With 30 garage owners there to develop their business, I started with talking about Jeremy. Jeremy is a textbook garage owner :
- Was a senior tech at a main dealers, very good at his job, but wanted more.
- He found a workshop with 2 ramps, and needed to employ someone.
Who does he employ?
We all agreed the most likely scenario is that Jeremy had already started chatting to a tech from the main dealer that he knew was good and got on well with. He offers more money, and a better life because they can do things their own way. - The garage starts well and the customers are coming in.
Who gets all the best jobs?
Jeremy gives all the best jobs to his tech friend to keep him sweet. - The tech finishes his day, switches off and is happy.
What does Jeremy do at the end of the day ?
Works late to finish jobs, sends emails to the accountant, takes photos for social media, checks Facebook for what other garages are doing, looks at costs of uniform, checks Indeed to make sure he is still paying a good salary, researches whether to paint the garage floor (you guys love looking at floors!), looks at what tools to buy, ramps. The list goes on
Who is first into work each morning.
Probably Jeremy. - Jeremy realises that he is snowed under and needs help, who does he employ next?
He could get a tech, but doesn’t because he thinks that is the bit that he is really good at, and worst case scenario (If he has a cash flow problem) then he will work for free. So he gets a front of house. Who does he employ?
The technicians wife, or his own wife, someone that is good with customers and he can trust – trust is more important than experience as a service advisor – besides, he hasn’t employed someone before, so he just needs someone that he feels safe with. A family / friend is the safest option, right? - 12 months pass, business is excellent – but Jeremy wants more. He finds a workshop with 7 ramps and a reception area for 3 Service advisors. Lovely! The 3 amigos move, and Jeremy starts recruiting again.
How does he recruit?
Word of mouth, friends of friends, anyone who comes with a good recommendation, again – that is how he feels safest. - Let’s fast forward 5 years. Jeremy has 10 employees. TEN! The customers are there, business is busy, he is a higher tax payer, pension filling up, gets a few holidays with his wife and kids.
Does he switch off when he is on holiday?
No.
Does he worry about the business, cash, people getting on, and quality dropping?
Yes.
Does he find himself repeating himself a lot.
Yes.
Does he avoid saying things, hoping it will go away?
Yes.
Does he know that he needs some help but feels uncomfortable with one-to-ones, implementing processes, setting standards and upholding them?
Yes.
Does he feel respected?
Not really.
Is he relying massively on being liked, keeping everyone sweet, not rocking the boat and letting the staff (mainly the techs) rule because he is scared of losing them?
Yes.
Is he running a club or a company?
A club.
How does the story end?
Jeremy is fine, he has income, the business is ticking along. But his staff are a concern…if he is really honest with himself, he knows that they are quite a big concern. He has one or two employees that are tricky, but overall they are fine, but he knows he has to compromise a lot, think twice, and dreads the day that he ever has to do something “proper” or “official” like an actual disciplinary! It is the kind of worry that he isn’t 100% sure on how to fix.
The good news – Jeremy is not alone. I have worked with over 200 garage owners who can relate to him. Even if they inherited the business, TUPEd a second site, or have had the business for 30 years. Most of our clients go through the same growing pains – how to get the group of Techs and Service Advisors to operate happily, at their full potential, and for Jeremy to be able to take a big step out of the business
.
What does Jeremy need to do?
One – when a technician becomes an employer they have to work on their mindset – less of a popularity contest, and more of a respected leadership role.
Two – The group dynamics need to be less of a club (informal, emotional, reactive, fragile, not a lot of respect for the employer) to a company (a `well-oiled machine` that is logical, professional, respectful, resilient, organised and puts more emphasis on the employee’s being accountable) but not becoming corporate – which in aftermarket terms means “too much red tape and a cold work environment”.
Three – Start acting like a manager. People get drawn to the shininess of being a leader, but first priority is being a manager. If you do not follow the “manager first, leader second” mantra then you could be leading your business to bankruptcy, burnout or a blame culture.
More good news
You do not need to do dismissals to get results. They are the last resort, and rarely needed. You just need a simple HR strategy that works for you.
Appraisals are a very effective, and safe way to start implementing change.
Give great thought to how you manage pay rises.
Ask yourself “Am I doing this to be liked?”
Are you acting with respect? For yourself and others.
There is so much that you can do, and we can do to help.
For Jeremy – we would recommend spending a few months working on his own approach to being a manager before approaching his employees and making any changes. He needs to “change his mind” from a Tech that has a business, to a business owner that manages his employees. This is a big shift that takes time.
Thank you to everyone who was so engaging and wonderful at my talk. It is a pleasure to back, doing what I love.
Myself and my team are working hard to bring excellent services for you. Exciting new developments are :
!) The portal, an app for you and your employees that helps you make a huge shift from club to company.
2) IMI training – For the Jeremys of the world, and the managers – how to handle a crisis! What to do when something goes wrong, how to protect the business and have a little problems as possible.
To talk about how you are finding being a business owner, and to get the right support from HR professionals, simply email team@hrvitals.co.uk and let us know what you would like help with.
