Shop Mindset ft. Kim Hickey, Automotive Training Institute

Episode Description

In this week’s episode of Beyond the Wrench, we are joined by Kim Hickey, Management Consultant & Coach, Automotive Training Institute. Kim shares with us how to change a shop’s mindset, the struggle shops are facing to find technicians, the importance of establishing a process, and best practices to ensure your process is a success.

Watch the Full Episode

How to Change a Shop’s Mindset

If shops continue to do it the way they’ve always done it, they’re going to go out of business.
Everyone understands information in a different way. Shops need to understand the person they’re talking with and how they like to receive information.
Shops need to look at the big picture. If they put a process in place, how will this affect the overall success of the shop?
At the end of the day, business is business. If shops have more going out than coming in, they’re not going to be in business.
Shops have to understand what their immediate need is and what is going to give them the most return on investment.
Shops have to know their worth. As a shop, you are providing a service to your community, and you are worth it.

The Struggle to Find Techs

Shops aren’t making enough money to be able to go after really good techs.
Shops have to have a basic foundation in a place to attract great help. The foundation must consist of reasonable compensation, good benefits, paid time off, fun culture, etc.
Shops can’t make too many changes all at once. Once a change is made, it’s important to follow through with the change and have consistency to keep building upon it.
Shops are afraid to talk about the “What If’s.” Talk about the potential good and bad. Then, if something goes wrong, you’re prepared to handle it.
There tends to be a lack of communication between managers and techs. Shops need to be open and transparent with techs as to why they’re doing certain things.

Importance of Establishing a Process

It’s very hard for shop owners to wrap their head around the idea of a process, and many shops tend to throw processes out the window when they get busy.
Processes protect shops when they’re busy because if they stick them it becomes muscle memory.
Processes bring so much value to a shop, and make them look so much more professional.
When a shop has a strong process in place, the customers will have a set of expectations from the shop.
Be sure to have clear expectations of what is expected from the technicians in terms of the process.