It is often said that politics and religion should never be discussed in polite company. For the service industry, employees are also typically advised from engaging in what could be described as "idle chitchat" with one another. This isn't about punishment, but rather to ensure that the customer sees a professional workplace.
This is especially necessary in the automotive service world, which has strived to change public misconceptions. Gone are the days of pinups on the wall and grease-covered floors, but a customer hearing the wrong conversation can certainly serve as a reminder of those days.
"The shop floor is a fish bowl, and the customers can hear and see everything that happens," says Ken Frenchak, general manager of Ritenour Express Care.
Frenchak tells National Oil Lube News that among their "regulars" are a country music performer of some fame and two retired baseball players.
"You never know who your next customer is going to be," Frenchak explains. "It could be your next boss."
For those reasons and many others, Frenchak says casual conversations that may seem harmless can take away from the professional in the shop. "There is already a black eye in this industry that we're not professional, and that makes it seem like we're not as focused as we could be. We don't have a lot of lull time, but when we do, I like to remind everyone, 'If you have time to lean, you have time to clean.'"
Employees who are a bit too talkative—and perhaps even overly friendly with customers—may need to be steered in the right direction, especially if they're spreading any "misinformation" with the customer.
"There are also those who mean well, but we've seen a few younger guys who gain a little knowledge and think they're an expert," warns Frenchak, who has seen literally dozens of employees go through the doors over the years. "That can be a real problem if they give the wrong answer. We've seen they're trying to be helpful, but that's not always the case."
Conversations With Consideration
Just because a shop owner or manager may want to keep the chitchat in check, it doesn't mean it needs to be a quiet zone. No one is expecting employees to be like monks taking a vow of silence, but conversations should be steered away from anything that could make the customer feel unconformable. That can include employees oversharing about their personal lives, commenting on taboo topics, or using the wrong type of language.
At the same time, employees should be ready to engage the customer, and that can include a friendly greeting and questions to ask. At Ritenour Express Care, that begins with an employee whose job is to meet the customer, ask a few questions, and then get the customer set up for the service. This can speed up their time spent waiting. The shop utilizes a color card system, which can help the hood tech know the type of oil that will be used.
"We use the ISI point of sale, which provides the technician with notes about the customer if they've been here," says Frenchak.
That can prove to be a "cheat sheet" of sorts that can provide a few details. In addition, he said sports team stickers and vanity plates are a way for the staff to ask a friendly question or two without being overly talkative.
>> Quick Lube Q&A: Ken Frenchak talks team-building and customer retention
"I like to say we sell an experience, not an oil change, and being able to know a few details about the customer is part of the experience," he adds. That can also include having dog treats on hand or lollipops for the kids. "It is those little things that make a difference."
Frenchak tells NOLN that this approach has paid off. He has customers who may drive 100 miles to get their oil changed—in part because they travel through the area, but they're choosing his shop over locations closer to their homes.
At a Loss for Words
Another problem that Frenchak has said he's encountering more now with the younger employees, is with new hires who are more socially awkward than ever. This is largely true of the entire service industry and isn't limited to automotive. The issue may have to do with those individuals who were forced to stay at home during the pandemic and didn't get to school in person.
"We have seen a partial generation of young people who are a bit more 'socially challenged,' and some need to learn how to communicate," Frenchak continues.
Then there is the issue of phones, which he admits he's had to confiscate from employees more than a few times. These are the new distractions that are impacting communication—at least the person-to-person kind.
Yet those who don't talk are the ones who are less of a problem.
"We've seen that they may not be talkative, but they want to grow, they want to become better," he explains.
Show Respect, Avoid Hot Topics
The key to any conversation starter is to keep it polite, cordial, and most importantly neutral. In an era of deep division over politics, employees should never take sides. That can require skirting any hot-button issues.
"The key is to show everyone respect, be sincere, and never be patronizing," says Frenchak. "Working with the general public is tough, especially today. But I also know in this industry you need to have a good 'bedside manner.' Even if a customer brings it up, we don't talk politics, because you don't know what the next person will think. My joke is we're not a barbershop."
