So your tech wants to be an advisor…
Understanding and supporting the career aspirations of your team can be crucial to maintaining a motivated and loyal workforce in your automotive repair shop, according to a shop coach.
Rick White, president of 180 Biz, highlighted the importance of accommodating technicians who wish to transition into service advisor roles, during his presentation at the Midwest Auto Care Alliance Hi-Tech Training & Expo in Kansas City.
White emphasized that if a technician expresses a desire to become a service advisor and is not given the opportunity, there’s a high chance they will seek that role elsewhere.
“Get ready to lose him,” White warned. “If he can’t realize his dream there, he’s going to go somewhere else.”
This scenario poses a significant risk to the shop, as losing a skilled technician can impact productivity and service quality.
Moreover, if the technician moves to another shop and later decides that advising isn’t for them, they are likely to return to wrenching at the new shop rather than coming back.
“Wouldn’t it be better to have him be your advisor, and then if he doesn’t like it, he’s still working with you?” White asked.
White also pointed out that a technician who wants to become a service advisor is likely to excel in the role.
“If he’s your best tech and he wants to be an advisor, what kind of advisor do you think he’s going to be? I’m willing to bet he’s probably going to be a damn good advisor,” he said.
Technicians possess a deep understanding of the technical aspects of auto care, which can translate into effective advising and customer service.
To facilitate the transition, White suggested making the process engaging and rewarding. He recommended making the technician responsible for finding their replacement. This approach not only ensures that the shop continues to operate smoothly but also gives the technician a sense of ownership and responsibility. Offering a bonus for successfully finding a replacement can further motivate them.
Further, White added, by supporting your team’s career aspirations, you foster a positive work environment and build a loyal, motivated workforce.
“We’ve got to be able to understand what people’s dreams and goals are the path so we can show it to them.”
Best Practices for Shop Owners
- Listen to Your Team: Pay attention to the career goals and aspirations of your employees. Providing opportunities for growth can prevent turnover and retain talent.
- Facilitate Smooth Transitions: Make the transition process engaging and rewarding. Encourage technicians to find their replacements and offer incentives for successful transitions.
- Recognize Potential: Understand that technicians who wish to become advisors can bring valuable technical knowledge to the role, enhancing customer service and shop efficiency.
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