How to build trust with staff in your shop

Consistent and constructive feedback is essential for building trust and fostering a positive work culture, according to a shop coach.

While things can get hectic in the bays, Rick White, president of 180 Biz, emphasized the importance of daily interactions and feedback during his presentation at the Midwest Auto Care Alliance Hi-Tech Training & Expo. By making feedback a routine part of the workday, recognizing achievements promptly, and engaging in constructive conversations, shop owners can create a positive and productive work environment.

White explained that regular communication with staff helps build trust and create a sense of safety. When feedback becomes a routine part of daily work, employees know what to expect and feel more secure in their roles. This consistent interaction is crucial for a shop.

“We want to build trust through consistent interactions,” he said. “If I’m talking to them every day, that builds trust. If I make feedback a part of the daily work that builds trust. It builds safety. They know what’s going to happen.”

One of the key points White made was the importance of recognizing achievements promptly. For example, if a technician exceeds the daily goal of 12 hours by completing 15 hours of work, they are likely to seek acknowledgment for their accomplishment.

White stressed the need for immediate recognition, as it reinforces positive behaviour and motivates employees to continue performing at a high level.

“You think they’re going to wait for you to tell them they did a good job?” White asked rhetorically.

But daily feedback should focus on growth and improvement rather than finding faults. By reducing the emotional weight of discussions, feedback becomes a normal and expected part of the workday. This approach helps create a comfortable routine where employees are open to receiving and acting on feedback.

“You want to reduce the emotional weight of the discussion so they’re not a big deal,” White said. “It’s not about finding things wrong. It’s focused on growing. It’s focused on improving. And by doing this every day, you’re creating a comfortable feedback routine.”

White emphasized that feedback should be a conversation, not a monologue. Engaging employees in discussions about their performance and the outcomes they are achieving fosters a collaborative environment.

Asking questions like, “What do you think’s going on?” and “What can we do as a team to make that happen?” encourages employees to contribute their ideas and feel involved in the process.

Focus on the behaviour and outcome that’s not being achieved, White recommended.

“What can we do to get 1 per better today?” he noted as a question to ask. “Now you’re going to build trust through consistency. You’re going to set clear expectations with regular check-ins.”

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