Stacey Phillips

Stacey Phillips photoStacey Phillips is a freelance writer for the automotive industry based in Southern California. She has 20 years of experience as an editor including writing in a number of businesses and fields.


She can be reached at sphillips.autobodynews@gmail.com. 

Monday, 12 April 2021 23:23

Shop Strategies: How a Shop Owner Enhanced Employee Culture While Providing Outstanding Service During COVID-19

Written by
Mike McClernon, a technician at Best Body Shop. Mike McClernon, a technician at Best Body Shop.


...spending time looking at disaster loans or Paycheck Protection Program (PPP) loans and figuring out what the best fit is. Other times, it is working on the shop flow, learning how to fix vehicles better, training or spending time with the team.

We shut down for 40 days and used that time as an opportunity to continue moving forward in our business and not retract it. During that 40 days, we rebuilt the entire shop, invested in new Spanesi equipment and tools, and focused on training and Standard Operating Procedures (SOPs).


Timothy W. Morgan, chief operating officer at Spanesi Americas, was instrumental in helping Best Body Shop achieve this. Things are going exceptionally well right now.


What steps did you take to build a team environment and how has it impacted the culture at your shop?


I wanted to get to know my employees better and found this was a great opportunity to do that. As a team, we began to read a lot of books about culture, trust and building a team that can reply on one another. Then we discussed what we learned.


I shared my heart with the team and told them that I didn’t want to be the one picking out the books all the time. This isn’t a school and I’m not their dad. I wanted to see their interest in personal growth and I’m happy to say that we’ve seen that.


We got stuck on all reading one book for a while, but now we’re choosing separate books. I’m reading "Never Split the Difference" by Chris Voss. A couple of guys just finished reading "Can’t Hurt Me" by David Goggins.


Another good book is "The Five Dysfunctions of a Team" by Patrick Lencioni. That author also wrote a book called "Getting Naked," which is about being transparent with your teammates. That one, in particular, has made a significant difference in our shop’s culture.


Recently, I was talking to Mike, my painter, about being vulnerable and transparent with each other. We both felt that our team now has a better...

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