To keep good technicians, run an exciting, challenging shop

How do you keep good technicians? That is a perennial issue in this industry and one I and every other shop tackles every day. It’s tough enough to get good apprentices to work for us and tougher to keep good or exceptional technicians to stay.

What I have discovered is that to keep good technicians one has to run an exciting and challenging shop; one that will challenge a technician’s skills and motivate them to always improve those skills. Nothing will turn a technician off quicker than the feeling that they are not being challenged or that there are too few opportunities to learn new skills.

My specialty is repairing specialized and high-end automobiles, particularly Porsches, BMWs, Mercedes Benz and Audis. Specialization has been one way that I have found to remain successful and profitable in this industry. It also provides a challenging environment for my technicians. One way we do this is by being an authorized BOSCH service centre. This provides access to respected diagnosis and service information. This is a great asset for our technicians and shop.

Repairing high-end vehicles requires a great deal of skill, knowledge of rapidly changing systems and a willingness to constantly educate one’s self about the latest diagnostic tools, maintenance and repair techniques. I do everything I can to help my technicians meet those challenges and to stoke the enthusiasm they have for working on such vehicles. I always strive to have the latest diagnostic tools available and to encourage them to get any training they need to keep up with the vehicles coming into the shop. The enthusiasm created adds benefits for my shop. It helps keep excellent technicians and a steady stream of repeat customers. When customers see enthusiastic, motivated technicians, the quality of the work they offer and all supported by a shop that stands behind the technician’s drive to improve their skills, they will come back. Better still, they tell others to bring their cars to our shop.

So, does this mean that a shop should abandon repairing most vehicles and just focus on a small set of high-end foreign cars or domestics to build that enthusiasm amongst its technicians? Not necessarily. If you already have a steady business and satisfied customers then use that foundation to foster improvements by challenging and motivating your technicians. We can start by asking our technicians if we are doing enough to help them get the training that they need to stay on top of new vehicle technology. Ask also if we are doing enough to make the work environment one where technicians feel that they are provided with challenging goals to rise to. Furthermore, are we open to listening to them when they come with suggestions for improving how the shop does its work and in meeting customer’s expectations? When technicians believe that the shop listens to them, challenges their skills and gives them opportunities for training, the technicians are more likely to stay on and work with the shop’s owner to help improve the shop’s services. Improved business is always good business and it will reflect in customer satisfaction.

Your customers are more perceptive than you think. You’ll be surprised how quickly they notice even the smallest things, especially ones that benefit them.