Whether it’s a small shop with two employees or an MSO employing hundreds of people, the pandemic has radically changed employee/employer relationships in many ways with strong leadership now more important than ever.
The pandemic has altered people’s personal and work lives as companies furlough employees to adapt to a general lack of work. Thankfully, collision repair has been designated as an essential business and many shops have kept their workforce employed.
People are still getting into accidents and even though customers are dragging their feet when it comes to getting their damaged vehicles fixed, most shops in this country are still in operation.
If you’re the manager of a body shop, your employees are probably a little shellshocked after months and months of more questions than answers.
Back in 2008, when people lost their homes and watched their 401Ks disappear, savvy and forward-thinking shop managers saw right away their leadership roles needed to change on the fly. With so many employees’ lives changing overnight, these managers had to become more compassionate and transparent without forgetting about the bottom line along the way.
We recently interviewed two nationally-respected experts within the areas of human resources, management strategies and behavioral psychology about this subject.
John Stuef is an automotive collision industry consultant, former regional manager with two large MSOs and a former shop owner, as well as the author of "From Doing to Lending: Your Guide for Inspiring People on the Front Lines," written with Amy Bradshaw, Ph.D.
Nancy Friedman, aka the Telephone Doctor, is a highly-respected and popular customer service keynote speaker, who has been hired by more than 30,000 organizations to improve their Customer Satisfaction Scores (CSI) and provide a better customer experience overall.
Keep the Channels Wide Open
Some managers over-communicate, with lengthy meetings and a constant barrage of emails, and that works for them. Studies show communication can alleviate fear and indecision and ensure your crew hears your message loud and clear.
While many shop owners and managers get tired from repeating essential messages, they also realize...