The Difference Between Losing and Being Beaten

“He who chases two rabbits catches neither.” Confucius 

In his book Essentialism, The Disciplined Pursuit of Less, Greg McKeon tells the story of Larry Gelwix, one of the most successful high school rugby coaches in history.

In thirty-five years, his Highland High School Rugby Team compiled a record of 419 wins, 10 losses, and 20 national championships! 

If you played for coach Gelwix, here’s what he would tell you:

The Batting Cage Strategy

“Some defeats are only installments to victory." Jacob Riis 

One of the biggest mistakes you can make is judging the success of your effort by the initial response you get. I was reminded of this as I sat through a 20 Group meeting. Mike Haley, the former hiring class instructor, was the guest speaker on the agenda.

He opened his session by asking about the current state of hiring in the shops. One owner talked about running an employment ad that didn't work. Someone else mentioned having a scheduled interview with a great candidate who didn't show up for the appointment. Then there was another entrepreneur who chimed in about using a head hunter only to have the resulting hire quit on them.

The Key to Attracting Your Ideal Customer

Look at everything as if you were seeing it either for the first or last time. Betty Smith

Several weeks ago I took my car to a local tire retailer to resolve a slow leak. As soon as I arrived at the service counter it became obvious that “Jeff,” the service writer, didn’t want my business.

He didn’t smile, didn’t greet me, but he did say the following: “Sir, I need you to step to the other side of the counter because I’m with a customer.” After several minutes it was my turn and I made him aware of my tire situation.

How To Become An Unstoppable Shop Owner This Year

Success is the sum of small efforts, repeated day in and day out.  Robert Collier

Have you ever attended a training class looking for "the silver bullet?" I thought about this as I watched a documentary on legendary football coach Vince Lombardi. Lombardi is considered to be the greatest coach of his era. He would conduct clinics for assistant coaches around the league who were seeking the secret to his success.

The Secret To Building Momentum At Your Shop

“Slow, steady progress is better than daily excuses.” Robin Sharma

In 1995, Mike Tyson was released from prison after serving a three year sentence.  His promoter Don King, was eager to help him regain his title as boxing’s Heavy Weight Champion of the World.

   

For his first fight, King arranged for Tyson to fight an unranked, lowly regarded boxer, named Peter McNeely.  It took “Iron Mike” eighty nine seconds to knock out his over matched opponent.   

How To Grow When They Say It's Slow

   

"Ah, but a man's reach should exceed his grasp, Or what's a heaven for?" - Robert Browning

     

“My tool guy says that everybody’s slow!” Said “Katie”, the service manager of a local repair shop.   She was averaging $12,000 per week in sales which was a 16% decrease when compared to the previous year. 

Katie went on to tell me: “It’s a tough economy, and we’re in the fall season,  but I’m sure things will pick up as we get closer to the holiday's.

My initial instinct was to believe her since she had a good reputation in her community and a track record of previous success. 

Are You A "Hot" Shop Owner?

“I am constantly in a crisis to get to the next version of myself.” Ed Mylett

During my recent trip to Dallas Texas, I was a HOT coach.   I touched down at 10am and it was already 95 degrees!  My first order of business was to get to my room to cool down.  Upon arrival, I sadly discovered that the AC was turned off! 

I turned it on and set the thermostat to 72 degrees.  By the time I got back to my room during the early afternoon, the outside temperature was 107 degrees!  Since my thermostat was set for 72, the room temperature adjusted down to the pre-set level. 

How To Think Like A Top Shop Owner

“Never surrender to your own satisfaction” Tim S. Grover

When I was growing up, one of my favorite basketball players was Earvin “Magic” Johnson, who played for the Los Angeles Lakers. He could look in one direction while throwing an accurate pass to a teammate on the opposite side of the court.  But that’s not why I liked him.

He had the guts to take the game winning shot, with the championship on the line.  But that’s not why I liked him.  He was a leader on the court whose presence made everyone better.  But that’s not why I liked him.

How To Get The Results You Planned For

 “Becoming a champion is not an easy process… It’s done by focusing on what it takes to get there and not on getting there.” – Nick Saban

Are you getting the results you planned for?  I thought about this last week as I embarked on my morning run.   One of the specific running results that I planned for was to run two miles in under an eight minute per mile pace.  I even watched a running instruction video to learn the correct posture. 

Winning The Game of Inches At Your Shop

Winning The Game of Inches At Your Shop

By

Eric M. Twiggs

No step forward is too small. Just be sure it's taking you to the right dream, then take more of those tiny steps.” 
― Israelmore Ayivor,

The story is told of a man who walked across the entire US continent from coast to coast.  Afterwards he was swamped by news reporters. One of them asked him to recap what the most difficult part of his journey was.

“Was it dealing with the desert heat?  Was it rambling through the Rocky Mountains?  Was it commuting through the crowded cities?”  She asked. 

His response took everyone by surprise: “it was none of those things. The most difficult part of my trip was dealing with the sand in my shoes.”

This man’s story proves the following point:   It’s the minor details that lead to major problems.  Have you dealt with the sand in your shoes?   The following scenarios may help you to answer:

A customer leaving your shop unhappy, is a minor detail.  When she shares the experience with her ten thousand twitter followers, it’s a major problem.  Ignoring the suggestion of “always be hiring”, is a minor detail. 

Losing your best technician, without having a replacement in mind, is a major problem.   Not implementing the parts matrix is a minor detail.  Not having enough cash flow to make payroll is a major problem. 

If you have overlooked any of these minor details, you have sand in your shoes.   Most people are looking for that one magical idea that will change everything in their business.

The Top Shop’s on the other hand, consistently win because of their disciplined dedication to the details.  In other words, they win the game of inches.

Are you like most people, but want to become a Top Shop?   Stay with me to learn two strategies that will help you to win the game of inches.

Do The Math

Fear based emotion is the root cause of your desire to ignore the details.  For example, the detail of making the exit appointment is ignored because of a fear of rejection.  The detail of “always be hiring” is overlooked because of a fear of failure. 

Some shop leaders have a fear of conflict, so they allow their technicians to avoid the detail of documenting the digital inspections.

The problem is that your bill collector isn’t afraid.  From your collector’s perspective, either your account is current, or its past due.  Either the funds are available or they’re not.   You may be dealing with emotion, but your vendor is dealing with simple math.    

The key is for you to replace your fear-based emotion with math.  Start by calculating your average cost per car. 

Go to the four-week average column in your portal and add up your total fixed costs, sublet costs, your total service manager wages loaded, and total technician wages loaded.   Take that total and divide by your weekly car count average and you will get your average cost per car. 

So, let’s say you have calculated your average cost per car to be $300.00.  Knowing this, makes it easier to explain to your service writer with a $250 average repair order (ARO), how his failure to follow the process is hurting the business. 

You can also use the win # drill (desired net profit + weekly fixed costs/ weekly gp%/ avg ARO) to calculate the number of cars needed to achieve your net profit goals.  This can help to take the emotion out of improving your car count via the exit appointment.

It’s ok, you can get mad at me, but you can’t get mad at math!  Doing the math removes the emotion from the equation, so you can focus on the details.   

Look For The 1%

I was watching an online documentary titled Tom VS. Time.  This documentary chronicles how New England Patriots quarterback Tom Brady can play at an elite level despite being 40 years of age.

It shows Brady working with a performance coach who specializes in helping quarterbacks improve their football throwing mechanics.  

During the interview segment, the coach was explaining the difference between the average and the elite quarterbacks who request his services.

Here’s what he said: “The elite quarterbacks aren’t looking to get 5% better, they come to me to get 1% better!”   Finding the 1% will help you to win the game of inches.

The average shop owner evaluates the quality of the training based on the quantity of the takeaways.  The elite shop owners are just looking for the 1%.   

One hallway conversation at the Super Conference can make you 1% better.   One sentence from that book your 20 group is reading, can make you 1% better.   Changing one word you use to present the estimate, based on what you learned in class, can make you 1% better. 

If you’re getting 1% better every day, in time you can win the game of inches and become the best of the best!

Conclusion

So, there you have it.  If you do the math, and look for the 1%, you can win the game of inches.  When you become the best of the best, you will have more time to vacation at the beach, the place where having sand in your shoes is a good thing!

Sincerely,

Eric M. Twiggs

The Accountability Coach

www.autotraining.net

Looking to get 1% better at presenting the estimate? Email etwiggs@autotraining.net  to receive your Minor Details Checklist

How To Get More Done At Your Shop With Less Effort

How To Get More Done At Your Shop With Less Effort

By

Eric M. Twiggs

“The problem isn’t having too much to do, it’s not knowing what to do next.” Michael Port

Charles Schwab was the Bill Gates of 1918.  He was one of the richest men of his day, and the president of the Bethlehem Steel Corporation, one of the largest producers of Steel during that time.  Despite being the “top shop” of his time, he felt that something was missing in his business.   

He scheduled a meeting with Ivy Lee, a well-known productivity consultant.  He asked Lee to show him how to get more done with less effort.   Lee agreed to meet with each of Schwab’s key executives for 15 minutes. 

“How much will this cost me?” Schwab asked.  To which Lee shockingly replied, “Nothing, unless it works.   After three months, you can send me a check for whatever you feel it’s worth to you.” 

Three months later, Schwab was so happy with the progress that resulted from Lee’s meetings, he wrote Lee a check for $25,000.  A $25,000 check in 1918 would equate to $400,000 in 2018 currency!   This proves that there’s value in the ability to get more done with less effort.    

When I ask a shop owner about updating the portal, the number one objection I get is: “I don’t have time” When I ask a service manager about sending the digital inspection photos to the customer, the number one objection I get is: “I don’t have time!”

When I ask a service advisor about making follow up calls, what do you think the number one objection is?  That’s right, “I don’t have time.” 

Here’s what’s interesting: Some of these individuals are cigarette smokers.  A recent survey concluded that smokers in the workplace spend up to five hours per week taking cigarette breaks. 

So, how is it that they have an extra five hours per week to smoke, but no time to follow your processes?   

It’s because smoking is a priority for them.   So, the Twiggs Translation for “I don’t have time” is, “this isn’t a priority for me!”  Here’s the cold, hard truth: You will find the time to do whatever is important to you. 

Ivy Lee helped Schwab’s team to establish priorities and find time to do what’s important.   Keep reading as I explain exactly what Lee taught the executives.  If you apply what I’m about to share, you’ll get more done with less effort.   

Your Big Six

Lee instructed Schwab’s executives to make time at the end of each day to write down the six most important things they needed to accomplish the following day. 

They were then instructed to prioritize the six items in order of importance.   Any unfinished tasks were moved to the following day’s list for completion. 

Now, I know what you’re thinking: “Great information Twiggs, but this isn’t 1918.  What priorities should I establish in my shop today?”   I’ve discovered that the best shops in America are strong in the following three areas:  1. Finding great employees 2. Improving gross profit 3.  Networking with new & existing customers.      

The key is to identify and execute at least two tasks per day, every day in each category. (2 tasks X 3 categories = Your Big 6)  

Your Big Six in Action

At the end of your day today, identify two tasks from each category to be done for tomorrow.   For example, to find great employees you write: “update technician ad”, and “schedule interview with the technician applicant.”  (Yes, I do recommend doing this even if you’re fully staffed!)

To improve gross profit, you write: “Do the RO Audits” and “update the ATI portal.” (You can’t manage what you’re not measuring.)   Under customer networking you write “Update the google my business post” and “make five follow up calls to existing customers.” 

In one week, you will have taken 10 specific actions to find great people, improve gross profit, and network with your customers. (2 actions per day X 5 days) In three months, you will have taken 120 specific actions in each of these key areas of your business.  (10 actions per week X 12 weeks =120) 

Initially, you may find it hard to identify your big six items.  Once this becomes a regular routine, it will require less effort and you will get more of the right things done each day.

Conclusion

Have you ever met a stressed-out farmer?  The reason you haven’t, is because he knows that he’s planted the right seed into the right soil, during the right season. 

He is responsible for the sowing and not the harvest.  As long as he does his part, he has no reason to be stressed.

Executing the big six is like planting the right seed into the right soil, during the right season.  Over time, you will get more done at your shop, with less effort, and experience less stress. 

Your customers will be so happy with the experience, they will treat you like Ivy Lee by writing you a big check!

Eric M. Twiggs

The Accountability Coach

www.autotraining.net

PS. Email etwiggs@autotraining.net  to receive a time management log that will help you establish your six daily priorities!

How To Achieve The Impossible At Your Shop This Year

How To Achieve The Impossible At Your Shop This Year

By

Eric M. Twiggs

“Anything is possible if you have the right strategy.”

Have you ever been asked to achieve the impossible?  The story is told of two sons who were asked by their father to rebuild a brick wall in front of his business.  There was only one problem; the sons were twelve and nine years of age! 

The twelve year old was designated as the project leader, and he and his brother went to work.  A year and a half later, the wall was completed!  Years later, the oldest son shared the following details to explain how he and his brother achieved the impossible:   

“You don’t try to build a wall.  You don’t say, “I’m going to build the biggest, baddest, greatest wall that’s ever been built.” You don’t start there. You say: “I’m going to lay this brick as perfectly as a brick can be laid. And you do that every single day, and soon you’ll have a wall.”

The twelve year old grew up to become someone who achieved the impossible on a regular basis.  You may have heard of him, some guy named Will Smith, who has starred in films that have grossed over $2.8 billion dollars!  He achieved the impossible one brick at a time. 

His success was due to shifting his focus from the solid wall to the single brick. Now, you may be thinking, “Cute Story Twiggs, but what does Will’s wall have to do with me?” 

 It has everything to do with you. 

As you embark on 2018, hiring the right technician may seem impossible.  Leaving your shop without the profits leaving with you, may seem impossible.   Growing your car count after raising your prices, may seem impossible.

If you aspire to achieve the impossible, the key is to fall in love with the process.   But here’s the problem:   Focusing on the process doesn’t guarantee that you will achieve your desired outcome.   

So the question becomes, how do you fall in love what the process, when the outcome isn’t guaranteed?  Keep reading and you will learn my two step plan. 

1.     Find Your Motivation

“What’s my motivation?”  This is a common question that is raised by actors like Will Smith, while preparing for a particular role.  The actor wants to find out what’s driving their character to pursue the goal that’s written in the script.   The actor knows that he can own the role, once he knows why the character wants the goal. 

What’s your motivation?  You can become successful at achieving your goal once you know why you want it. 

For example, after asking yourself why you want to hire a general manager, you may discover that the desire to be free to attend your daughter’s soccer games is what’s driving you.   You’re tired of always having to say, “Daddy’s has to work today.”

This desire for freedom will drive you to refresh your employment ads each week.  This desire for freedom will drive you to conduct at least one interview per week. 

This desire for freedom will drive you to network with your vendors and tool reps.   By finding your motivation, you can fall in love with the process, and achieve the impossible! 

2.     Focus On “Becoming.”

Last week, I was speaking with Jessica, the service manager for Cobb Tire, located in South Carolina.  We were talking about setting goals and achieving the impossible.  She told me that she lost 160 pounds in 2017 by following a strict diet and exercise process. 

“How did you stay motivated to follow your routines?” I asked.  Here’s what she said. “I knew that by achieving the goal I would become unstoppable, because nobody could tell me that my other goals were impossible!”   She kept pressing forward, because she was motivated by who she could become in the process of pursuing what she wanted.

What are you focused on becoming?  Let’s say you have a goal of finding and keeping the right technicians at your shop this year.   To accomplish this, you commit to the process of interviewing at least one person per week.  This time next year you will have interviewed 52 technicians.

When it comes to hiring, you would become unstoppable.  Nobody would be able to tell you that finding technicians was impossible, because out of 52 attempts, you will have found at least one! You would also have several candidates in your rolodex waiting to come work for you!      

Conclusion

So, there you have it.  By finding your motivation and focusing on “becoming”, you can achieve the impossible at your shop this year.    If you focus more on the process than the outcome, you can build a great shop, one brick at a time!   

  

Sincerely,

Eric M. Twiggs

The Accountability Coach

www.autotraining.net

PS. Email  etwiggs@autotraining.net to receive a listing of The 7 Biggest Blunders of Goal Setting, so that you know what NOT to do in 2018!   

The Key To Making 2021 Your Best Year Ever

The Key To Making 2021 Your Best Year  Ever

By

Eric M. Twiggs

“A year from now you may wish you had started today.” Karen Lamb

I went to the shopping mall during the holidays.   My goal was to enter through the automatic doors at the main entrance. 

I conducted an experiment to see what I could do to get the doors to open for me.  First, I sat in the parking lot, closed my eyes, and imagined the doors opening.  It didn’t work.

Next, I got out of the car, walked up to the main entrance and just stood there.  I repeated positive affirmations like “The door will open for me”, and “I’m in the mall already”.  It didn’t work.   

From there, I pulled out my smart phone, accessed my goal poster app and added a picture of the open doors.  No matter how long I stared at my poster, it didn’t work. 

Finally, since what I was doing wasn’t working, I changed my approach. 

I moved forward in the direction of the door, and then it opened.   So, what does this have to do with you and your shop?

Your goals are like the automatic doors.  You won’t get to where you want to be until you start moving towards them.  

If you plan to make this year your best year, your moves must be directionally correct. 

By now you may be thinking: "Cute story coach, but I need to know HOW to make directionally correct moves!"

 Keep reading, because implementing these strategies can open doors for you! 

Fast Forward To Your Future

In his book, The 7 Habits of Highly Effective People, Dr. Stephen Covey coined the following phrase: “Begin with the end in mind.”  This represents habit #2 of the seven habits and it refers to the idea of having a clear vision of what you want.

This is great advice, but the challenge is that we tend to become detached from goals that are off in the distant future.  A distant desire will lack the emotion that drives you into action.  Therefore, you must fast forward to your future.

Imagine that it’s December of 2021 and you are talking to yourself.  You say “Self, this has been the best year ever!”  What three to five specific things would need to happen for you to feel this way?    These items would represent your goals for 2021.

Next, ask yourself why you want these goals.  Don’t stop asking why until you get down to how it will make you feel.  For example, your goal of hiring your replacement at the shop,  will give you a feeling of freedom. 

Your goal of $2.5 million dollars in sales will give you a feeling of security.   Becoming an ATI  Top 12 Shop will give you a feeling of accomplishment.  

These feelings are what will inspire you to act.  You can connect to these feeling by fast forwarding to your future. 

Focus On The Process

At this point, you’ve imagined yourself in the future state, asked why you want your goal, and drilled down to the feeling behind the goal.  So now you’re ready to have your best year ever, right?  Wrong! 

Stopping at this step is like standing in front of the automatic doors waiting for them to open!  Next you must focus the process.  I recommend focusing more of your attention on the process than the outcome.

For example, if your  goal is to hire a general manager, focus on the process of interviewing at least one person per week.   If your goal is to improve your Average Repair Order by $100, focus on the process of doing the daily repair order audits. 

If your goal is to improve your car count by 25%, focus on the process of updating your marketing calendar with the daily, weekly, monthly, and quarterly activities that will get you there! 

Please understand that focusing on the process doesn’t guarantee that you will achieve greatness this year.  It’s a risk.  I GET IT.   But get this:  The easiest thing to do is nothing.   By choosing the easy path, you are guaranteed to miss out on the opportunities on the other side of the door.

The failure to focus on the process, can result in you reflecting on 2021 with feelings of regret!

Conclusion

So, there you have it. When it comes to goal achievement, direction is more important than perfection. 

If you fast forward to your future, and focus on the process, you can move in the direction of your goals and make this year your best year!  

Eric M. Twiggs

The Accountability Coach

www.autotraining.net

The Crazy Thing That Will Keep You From Hitting Your Shop Goals

The Crazy Thing That Will Keep You From Hitting Your Shop Goals

By

Eric M. Twiggs

  

“To have your place in the sun, you have to leave the shade.”  Tim Grover

Imagine for a moment that your goal is to visit Hawaii.   To accomplish your goal, you invest in a travel agent named “Amy”, who has a track record of helping thousands of other travelers like you, to get to the same destination. 

Based on this experience, she selects a specific all-inclusive package that includes the flight, hotel, and ground transportation.    There’s only one problem.

You live in California and your plan is to drive, because you don’t believe in flying. “Well what about a cruise? Asks Amy, “I have some great cruise line specials this time of year!” You reply with, “I think going by boat is even riskier!”

So, you get in your Honda and start driving towards Hawaii, determined to get there your way, driving up to the point where the road ends and the water begins. Now, you feel frustrated.  You’ve invested time and money into this travel agent, and you still haven’t gotten to Hawaii! 

Here’s the question:  In this imaginary scenario, what’s really keeping you from getting to your destination?  Is it your travel agent?   Is it your transportation?

Before giving your final answer, you should consider using a lifeline or phoning a friend!  The correct answer is neither!    It’s your beliefs that would be holding you back. 

I know what you’re thinking: “Twiggs, that’s just crazy! Who would honestly expect to get to Hawaii and not believe in flying?”  Well, allow me to provide some examples that hit closer to home.  Who would honestly expect to get to their car count destination, but not believe in exit appointments?

Who would honestly expect to get to their staffing goals, but not believe in always hiring?    Who would honestly expect to hit their profit mark, but not believe in the pricing matrix?  All three examples are just as crazy as the “Honda to Hawaii” illustration.

Here’s the crazy thing that will keep you from hitting your shop goals:   Hanging on to a belief that will never take you to your destination.   In other words, What got you here won’t get you there.  

Stay with me and you will learn about two specific focus areas, that will help you line up your thinking with your goals.   

Focus On The Possibilities

The story is told of two shoe salesmen named Rick and Mike.    Their company sent them to a third world country to look for new business opportunities.  

At the end of their first day, both called home to their wives to update them as to how things were going.  Rick calls and says:  "Honey, I'm coming back home, I can't sell anything.  Nobody is wearing any shoes here!

Mike calls his wife and says "Honey, you wouldn't believe it, this is a great opportunity.  Nobody's wearing any shoes here!   I can sell to the entire country!"  Mike went on to become a record setting shoe salesman while Rick retuned with no sales. 

When presented with the same idea, Mike was focused on the possibilities, while Rick looked for the problems.   Which are you focused on?

I’ve noticed this same trend when comparing top performing shop owners and those who are always losing money. 

For example, when presented with the idea of offering a lifetime oil change, the consistent top performers tend to embrace it faster, and are seeing dramatic increases in cash flow and customer retention. 

Those who consistently lose money, are more likely to dismiss the idea by talking about all the reasons it won’t work in their area.    The main thing that keeps the top shops at the top is their tendency to focus on the possibilities. 

Eventually, you will find whatever you focus on the most.   If you consistently focus on the possibilities, you will find a better business!

Focus On The Payoff

I believe that there is no such thing as a “silver bullet” solution.   I realize that not every idea works for every shop, every time.  I recognize that there is no one size fits all suggestion that is guaranteed to produce results in every location.

I GET IT!  These facts make it easy to dismiss new ideas, and create limiting stories to support why something won’t work.

Here’s an example of a limiting story from the opening illustration: “Flying in an airplane is too risky. Driving is safer.”  When you catch yourself using a limiting story, the key is to focus on the payoff.

The first step is to review your specific goal.  Next, look at the related story and ask, “How is driving my Honda going to get me to Hawaii?”  For your profit goal, you can ask “How is not using the parts matrix getting me closer to paying down the credit line?”

For your lifestyle goal, ask: “How is interviewing only when I have an opening, helping me to spend more time with my family?”  When you can’t find the payoff, it’s a sign that the limiting belief that’s driving your story, is stopping you where the road ends and the water begins! 

Summary

So, there you have it.  Focusing on the possibilities and the payoff, will increase the likelihood that you achieve your goal.    ATI is like your travel agency.   As long to as you listen to your assigned “agent”, you can get to your desired destination! 

Eric M. Twiggs

The Accountability Coach

www.autotraining.net

PS. For more information on the lifetime oil change, email etwiggs@autotraining.net

50 First Days! How To Know If You've Made A Bad Hire

50 First Days! How To Know If You've Made A Bad Hire

By

Eric M. Twiggs

“For every complex problem there is an answer that is clear, simple, and wrong.”  H.L. Menken

In 2004, Sony released the hit movie 50 First Dates starring Adam Sandler and Drew Barrymore.  Sandler’s character “Henry” meets Barrymore’s character “Lucy” in a restaurant, while having breakfast, and is instantly drawn to her.   After years of searching, he believes he has finally found the right girl.

But there’s one slight problem.  Lucy suffers from short term memory loss, and can’t remember anything that happened from the previous day.  As a result, every date is like the first date.  Even though Harry says the same things each day, Lucy is always hearing it for the first time. 

Does your recent experience with your latest hire, feel like 50 First “Days?”  Each day you talk about making exit appointments, but it’s like she’s hearing it for the first time.  Each day you review the courtesy check process, but it’s like he’s hearing it for the first time. 

Each day, you talk about collecting email addresses, but it’s like they’re hearing it for the first time.  Like Henry, you initially felt like you found the right one, but now you feel like every day is their first day. 

It’s possible that you’ve made a bad hire.  But how can you know for sure?    Studies show that a bad hire can cost a shop as much as six times the employee’s salary, so the sooner you find out the better!     

As you read on you will learn the “head, heart, hands” evaluation method, that can help you answer this question.   

Head

Years ago, I worked as a corporate trainer for a national automotive service corporation.  One of the classes that I facilitated was phone training. 

At the end of each session, the students had to demonstrate via role play, that they knew how to answer the phones and follow the phone outline.  The role plays were then graded on a scale of 0-100.

I remember one student named “Jeff” who was my best student. He passed the final exercise with a perfect score of 100%.  In the following weeks Jeff, my star student, went back to his location and failed his next three phone shops! 

Every day was like his first day when it came to executing the phone process.    His manager “Jim” blamed training as the issue, and wanted to send him back through my sessions again.  I disagreed, because Jeff demonstrated through the role plays that he knew what to do. 

When evaluating whether it’s a head issue, the question is “Does your employee know what to do?”  If the employee can demonstrate the task, then the answer is yes.  If after repeated training and follow up, he’s still unable to do it, then it’s possible that you have hired someone who doesn’t have the aptitude for the job.

Therefore, I recommend creating random role plays for those tasks that aren’t getting executed, even though you keep telling them to do it. In other words: “When it feels like their first day, it’s time to role play!”

Heart

Back when I was a store manager, I had a meeting with my team to discuss the courtesy check process.  I went through all the information as to why it was good for the car, the customer, and the company.  I also reviewed how they could make more money. 

I felt like the message was clear, until one of my technicians interrupted me mid-sentence with the following statement: “Yeah Eric, I hear all that, but what’s really in it for me to fill out these courtesy checks?”    To which I replied: “You get the benefit of continuing to work here!” 

After that, I never had another issue with his courtesy checks!   I had addressed the following heart question: “Does your employee know why he is doing it?”  In other words what is their motivation to perform the task? 

Studies show that people are motivated by either approach or avoidance, when it comes to their behavior.  Approach means that doing the task will help them to approach something they want. 

For example, completing the courtesy check will help your tech to make more money.   Someone who is motivated by avoidance, is looking to avoid the consequences of not performing the task.  The technician at my meeting was looking to avoid termination, which motivated him to execute.   

What if you’ve addressed the head issue, the benefits, the consequences, and it still feels like their first day?  In this case, it’s possible that the person has a limiting belief that they are unwilling to overcome.  This is the most common heart issue that I encounter, and it’s a sure sign that you have made a bad hire. 

Hands

When I think about the hands issue, I’m reminded of another situation I encountered back when I was a corporate trainer.  Myself and several other company executives where sent out to Northern New Jersey because a disgruntled employee at a troubled location had filed a grievance with the local labor union.    

I was sure that the disgruntled employee had either a head or a heart issue.  I was planning to provide training, and then follow up with the location manager to ensure that he was providing the right levels of motivation.  What I found, took me by surprise. 

The union drive, which made national news, was started because of a tire technician who didn’t have the right tool to perform flat repairs.   He kept telling his manager, but his requests went ignored.   He knew what to do, (head) why he should do it, (heart) but lacked the right tool to do the job. (hands)   

Here’s the hand question: “Does your employee have the necessary tools and resources to do the job?”  For example, if you are coaching your technician on productivity, and you believe he has a hands issue, a great question to ask is: “what do you need from me to help you improve your productivity?” 

If he says, “I need you to get the lift fixed in bay number three”, you know you have a hands issue.  If your new “B” tech knows what to do, why he’s doing it, has the right tools, but still averages 5 billed hours during a 40-hour work week, you just made a bad hire!   

Summary

So, there you have it.  If every day feels like your employees first day, check the head, heart, and hands before concluding that you’ve made a bad hire.  If you follow this formula, it won’t take 50 first dates to know the difference between Mr. Right and Mr. Right Now!

Eric M. Twiggs

The Accountability Coach

www.autotraining.net

PS.  Email etwiggs@autotraining.net to receive a special head, heart, hands checklist to help you determine if you’ve made the right hiring decision.