Do you often times find yourself asking, “Why can’t I find or keep good employees?” Sure, good help can be hard to find in today’s time, but sometimes we have to look at what the common denominator might be, which often times turns out to be ourselves. If you have the right processes in place for hiring employees, then you might notice the revolving door of employee turnover slow down significantly. I say slow down, because GOOD EMPLOYEES WILL LEAVE. Employees leaving shouldn’t be something you take personal, but something you should be proud of, especially if an employee is growing in their career. Majority of the time, these employees will attribute the positive experience they had with you as a key component of their success.
It all starts with the screening process. Just because an applicant doesn’t have the most repair experience doesn’t mean they can’t be a huge asset to your business. I often times hear shop owners saying that they can’t find someone who is exceptional at being a tech and dealing with customers at the sales counter. Judging by my experience, I feel like there is some truth to that. Call them the unicorns of the repair industry, if you will. If an applicant has had a job with lots of interaction with the public, and has a true interest in the repair industry, then…you might just be able to turn that work horse into your unicorn.
I don’t think either of the parties involved are incredibly thrilled about the interview process. Have a set of topics and questions prepared and allow the potential employee to get to know you, the same as you getting to know them. Often times, this practice will allow you to get an understanding of the fit with other team members. Going into an interview “winging it” will never go the way you envision, and a bad interviewer could potentially turn a good prospect away. Employees like structure.
You’ve finally found the person you want on your team, and you want them to stay a part of your team for as long as possible. Be sure to have an agenda set for your new hires. The last thing a good hire wants is to feel like they have no direction and to feel like they aren’t learning. Give the employee the tools for success, and they will never feel like they made wrong decision by coming to work for you.
Once you’ve taught your employee the things you feel they should know…trust your process. Let them test the waters alone, and see how they do. If you find something they need improvement on, then go back to the drawing board. Critiquing should never be done in front of a customer.
In my opening I wrote that GOOD EMPLOYEES WILL LEAVE. As long as your tech isn’t leaving to become competition, you should be happy they’re moving on to what they feel like is greener pastures. However, if the employee is making a lateral transfer to a competitor, you might want to take a look at your process to minimize the possible flaws. Like we discussed at the beginning of the article, if you are having trouble with constant turnover, it might be time to start with the person you see in the mirror.