Automotive & HD Business Management Articles.
Bob Greenwood. May 28, 2014. ( over 5 years ago ) 1,042 views
Operating an Independent Automotive Service Shop is a very complex business today. It’s for this reason that standards, accountability and regulations have to be set in order to achieve professional execution to the customer/client.
The issue is how does management convey that to the current staff and how do you guarantee that new staff joining the shop in the future hear and understand the same thing? The only way to achieve that is through a proper business policy manual that lays everything out in writing and the staff member signs off on it that they clearly understand the rules of engagement.
A properly structured policy manual also engages the staff in a proper discussion in which they can give input. The understanding or goal is we need a system that everyone follows (not cherry pick); that allows the shop processes to excel in the clients mind. To have an exception process, you need the right standards, the right attitude and an accountability standard that brings a belief from the staff that they want to be part of this business. In other words—they have pride in working at this shop.
Policy manuals are not written overnight, but in a professional shop they are truly a necessity. If you do not have a policy manual in your shop, start the process of investigating the topic. Perhaps the first thing to do is talk with your peers in the industry who have an exceptional shop to see if they have this concept in place. I’m sure they would be delighted to help you in any way they can when you are trying to raise the bar in your business to execute on a very professional level.