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Ed Attanasio

Ed Attanasio is an automotive journalist based in San Francisco. Ed enjoys sports of all kinds and is a part time stand-up comedian.

 

He can be reached at era39@aol.com.

Friday, 08 January 2021 18:45

Employer/Employee Relationships Must Adapt to Uncertain Times

Written by
John Stuef, left, is an automotive collision industry consultant and author; Nancy Friedman, right, aka the Telephone Doctor, is a popular customer service keynote speaker. John Stuef, left, is an automotive collision industry consultant and author; Nancy Friedman, right, aka the Telephone Doctor, is a popular customer service keynote speaker.

Index

...after a while that reinforcing them is more paramount now than before.

 

A good leader finds the right type of communication and adapts quickly, Friedman said.

 

“Some people may need to hear messages in diverse ways and through dissimilar channels for them to sink in," she said. "Reinforcing key messages about things related to the pandemic might need to be conveyed differently. Certain folks like things in writing while others are more comfortable processing the spoken word, so a good leader determines that early in the game.”

 

Embrace Virtual Employees Where Applicable

 

The pandemic has proven many employees can be highly productive and successful while working remotely.

 

However, there are very few positions within a body shop that can be performed effectively off-site. MSOs with large customer service departments have allowed some of their CSI agents and front office personnel to work from their homes with good results.

 

“Working virtually is ideal for employees with families who require child care and other obligations, but it’s not an ideal fit for most people in the collision repair industry,” Stuef said. “In 2020, we discovered ‘Zoom fatigue,' and that is why many managers are going old school with telephone calls as opposed to video meetings when connecting for one-on-one or smaller group discussions.”

 

“If you do have remote workers, find out what you can do to make them comfortable and productive,” Friedman said. “Some people can excel in the virtual working world, but others might require a little more direction. It’s a different ball game altogether, and some people truly need help managing their time.”

 

Provide that Peace of Mind

 

Understandably, people are concerned and likely stressed out about the future of their jobs, and that is why leaders should continually reassure their crew that their employment is safe.

 

Conversely, employees will value truth and full transparency. Don’t withhold bad news, because...


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