With the constant change in tools, vehicle updates and new challenges, ongoing training is not just a nice-to-have; it’s a must for shops to be successful, according to a shop leader.
Speaking during a recent webinar, Bill Snow, vice president of franchise development and operations at Rad Air Complete Car Care and Tire Centers, explained that training is at the heart of a successful shop.
“There’s a saying I like to use: If you’re not growing, you’re dying. There’s no in between. Either you have to be constantly learning, or you’re going to be dying,” he said during the webinar, Employee Training Options and Methods.
Snow explained that the automotive industry is always moving forward, and those who don’t keep up risk falling behind.
“As quickly as our industry moves, we need to keep up with that. And it’s not only to learn, but we need to be in the habit of learning. That’s why continuous training is so important,” he said. “And if you’re a shop owner and a shop team is not doing it today, take the little steps and get it moving and get in that habit of learning.”
He pointed out that customers expect their neighbourhood service centres to be up to date and able to fix their vehicles right the first time.
“They have an expectation this person’s in business, they know what they’re doing, they’re going to fix it. And if you can’t, you’re going to lose that credibility, you’re going to lose that client,” Snow said. “So it’s important that shop owners train their teams to know the latest and the greatest of what’s happening, the tips and the tricks.”
Training is not just about what’s taught in the classroom. Snow observed that some of the best lessons come from informal moments, like chatting with other technicians during breaks at the water cooler or while grabbing a coffee. Someone brings up an issue with a particular vehicle and someone else says they did too and tells them how they managed to figure it out the problem and fix it.
Snow also highlighted that training is for everyone in the shop, not just the technicians.
“We really need to lead by example. When I say ‘we’ — shop owners, service advisors, general managers, shop managers — we all need a lead by example, and we can’t expect our team to go to training if we don’t ourselves go to training.”
For Snow, making training a regular part of shop culture is the best way to keep employees motivated and customers happy.
“It’s got to be continual,” he stressed. “It’s got to be part of your culture, part of your habits, part of your rituals.”
Image credit: Depositphotos.com
