The days of the "great resignation" may be over, but low unemployment rates continue to present challenges across the service industry. As has been said before, good help is hard to find, and employee retention isn't getting easier—and resolving the latter issue can help ensure that you don't need to constantly put out a "help wanted" sign.
An employer can begin by setting job expectations during the hiring process, especially as it is worse to spend the time training a new employee, only to have that person quit days later.
"We expect our employees to give 100% effort and maintain excellent attendance. While emergencies are understandable, we emphasize our strict attendance and performance policies," says Kyle Findley, staff manager at The Oil Connection in Fairfield, California. With a full staff, the shop historically averaged around 55 to 60 cars per day, but due to a limited staff, is now averaging around 35 to 45 cars.
Findley tells NOLN that during the hiring phase, the importance of being a team player is stressed, and then reinforced in the training.
"Supporting colleagues and doing your fair share is key to our work culture," adds Findley. "This sets a high standard and attracts individuals who are committed to excellence and teamwork."
This begins with asking targeted questions during the interview process to see if the potential hire's previous work performance aligns with the shop's practices.
"Both parties will know early on whether or not the position is a good fit," says Findley. "Within the first one to three months, you can usually tell if someone aligns with your company's ethos. Invest in training for those who fit but need skill development, and address those with attitude issues promptly."
Creating Team Structure
Shops may seek to develop a plan for assigning tasks and then creating a team structure to avoid any "that's not my job" mentality among the workers. Clear cut job obligations need to be laid out, which in turn ensures that everyone can, and will, be part of a team.
Findley explains that during interviews, the shop outlines that every team member is responsible for all shop-related tasks, including cleaning, inventory, and stocking. New hires then receive a detailed list of duties, setting a clear precedent that every job is your job.
"This approach fosters a sense of shared responsibility and teamwork, ensuring that everyone contributes to the shop's success," he continues. "This includes upper management, who actively participate in daily operations, like morning preparations, closing procedures, stocking inventory, and maintaining the work, reception and bathroom areas."
It is also important to be clear in instructions and see how the employee learns best—whether that is verbally, written, or kinetically—and then train them accordingly.
"If the problem is attitude or acceptance of criticism, try to coach them. If they still can't get with the program, it's time to let them go," warns Findley.
Defining Specific Responsibilities
Even as the entire team may be responsible for key tasks (such as the forementioned cleaning and stocking) there are still duties that new hires won't be required to tackle immediately. This is where defining the roles that each team member plays also needs to be clearly addressed.
"We find it best to start employees in one specific role. Once they're proficient, we gradually integrate other tasks. For example, a lube technician might assist a service writer in checking in customers, or help a manager place a stock order," says Findley.
Such a cross-training method can help everyone understand and appreciate the different roles within the shop. Moreover, it can help foster a united front where team members can step in and help each other as needed. Team members then feel supported, and the shop can minimize gaps that would otherwise exist if an employee were absent or unable to perform at 100% that day.
A shop should also hire leaders, not managers—who will energize, unite, and push the team to be their best.
Managed Expectations
At the time of hiring, and then with new employees, a thorough job description and expectations remains important. Too often, it may be easy for some employees to do the bare minimum if a shop fails to set standards. Defined expectations can prevent toxic dynamics where some employees do the minimum while others over-perform.
"Without standards, you risk losing your best workers due to inequitable treatment," warns Findley. "Setting high expectations ensures everyone understands their role in maintaining a smooth operation. When employees respect and support each other, it positively impacts the customer experience. Customers can sense when there's a good team dynamic—they feel the positive energy when everyone is working together seamlessly."
Conversely, if there are internal conflicts, customers will certainly notice.
"A team that supports each other ensures that even if someone isn't at their best one day, the rest of the team will pick up the slack, creating a consistently excellent customer experience," suggests Findley, who also noted that small gestures like gift cards or team lunches can significantly enhance morale and create an atmosphere where employees feel valued and motivated.
"When your team feels like family, your customers will notice and start to feel as if they are a part of the family too."
