In Japan, "karoshi" has been seen as a very serious issue. It literally means "overwork death," as some employees feel so duty-bound to burn the midnight oil and then some that they essentially work themselves into an early grave. There are reports of workers never stepping outside during daylight hours. Some workers are now putting in so much time at the office that they die from heart attacks and strokes related to stress brought on by pressure from their jobs.
A similar but only slightly less significant problem is job burnout, which can include being worn out physically, emotionally, and mentally. It can also result in workers feeling useless, powerless, and empty—while it can raise the risk of depression, and lead to serious health problems.
For small business owners, the need to be successful can lead to job burnout, and it can impact their ability to succeed. It is therefore important to understand what brings on burnout and more importantly how to address it.
The Challenge
High worker turnover and the challenge to find employees have continued to plague the entire service sector. Some businesses have been forced to cut hours simply because they can't find employees. At the same time, high inflation has impacted small businesses—and as a result, many owners and operators increasingly feel they need to put in more hours to remain profitable and to keep up team morale. The problem is that by working so hard, the shop's bottom line and the general demeanor of the business can suffer.
For Jud Cook, owner of three Christian Brother Automotive franchises in Florida—which each average around 120 cars weekly—burnout is something he and his team often face simply because everyone needs to do more. He tells NOLN that there are several factors leading to burnout among shop owners and managers.
"I think the number one factor is trying to control every aspect of the business," Cook warns. "This can be due to 'under-delegation,' too big of an ego, or an over desire for instant success."
As noted, the issue of trying to gain that instant success can impede it.
Burnout can also impact employees and can be the result of too many hours on the shop floor doing the same tasks. This also results in a lack of productivity but can also hinder a shop's reputation. Fatigued employees can make mistakes—which isn't going to result in repeat customers—while a stressed-out manager won't help the shop's work environment in the least.
The Solution
Addressing burnout is easier said than done, in part because it can be hard to spot it. That is especially true as a shop begins to succeed, which can be quite rewarding. Quick success can lead to burnout.
It is often said if you love what you do, you never work a day in your life—yet, it needs to be remembered that even if you love it, some managers and shop owners also need to realize that there are only so many hours in a day that can be spent working. Downtime is important to stay refreshed, which can actually increase productivity.
In other words, spending 60 hours a week could be far less effective than working 40 hours if the quality of the work suffers. Moreover, the business shouldn't become an owner's or manager's life. Cultivating interests beyond the shop should be encouraged.
"We have to keep and nourish the proper perspective," Cook continues. "If we don't have a perspective/identity outside the shop we are probably not going to be the best we can be. Our actions and behaviors will be off because we aren't seeing our lives through the proper lens."
The same holds true for employees so that they're not just working long hours and living paycheck to paycheck.
"You need to make sure you know what makes your teammates 'tick,'" suggested Cook. "Are they active at a place of worship? Do they have small children involved in activities? Are they really into a cause or mission? Give them time to participate. Find opportunities to sew into their causes and discuss their life goals with them—those things that are more important to them than the shop."
Likewise, as a business grows, it is important to relegate some responsibilities. That can include grooming a trusted employee to manage when there are multiple shops. No one can be in two places at once, after all.
The Aftermath
Addressing burnout can be as simple as listening. That can include hearing what employees are saying—really saying. Younger employees, especially those who have cultivated a work ethic, are likely to complain a lot. But if the usually cheerful and eager workers are starting to have a sour demeanor, it could be that they've spent too many hours on their feet or in the pits and are feeling it!
Likewise, shop owners need to take a listen to themselves. That can include any health warnings that can include trouble sleeping, unexpected pains, or other ailments. Your body may be telling you that you've worked too many hours. Fatigue can't be addressed by another cup of coffee or by taking another painkiller.
"Of course, you should listen to your body and take care of yourself physically," said Cook. "Emotional and spiritual factors are just as important. Our teammates and our families are going to remember how we made them feel. It is difficult to make people feel great if we aren't emotionally or spiritually healthy."
The Takeaway
All shop owners want to succeed, but that doesn't mean being a slave driver who pushes the employees too hard, an unhappy work environment will be noticed by customers who will simply take their business elsewhere. Nor does success come from being a martyr whereas an owner you're the first in the door in the morning and the last out every night.
Success isn't worth one's health, and it is never worth being a victim of "karoshi." There is no badge of honor in working to death, nor should the shop ever come before family and friends.
As Cook notes, "Let's face it, after we retire or sell our shops most people aren't going to talk about the long hours we put in or the efficiency we achieved in our bays."
