Measuring The Success Of Your Service Center ft. Jamie Powers

Episode Description

On this week’s episode of Beyond the Wrench, we talk with Jamie Powers about the importance of key performance indicators, tips for communicating with employees, how to manage accountability during a technician shortage, and understanding the fixed operations role.

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Episode Highlights

The Importance of Key Performance Indicators (KPIs)

Ensure you are finding the right KPIs that are going to work for you and your employees.
Establish that you have the right employees doing the right job. Maximize their strengths in a position that they will excel at and a position that makes them happy.

“You manage from your seat and you lead on your feet.”
Jamie Powers, Fixed Ops Director, Smart Automotive in Iowa and Illinois

Tips for Communicating with Employees

Get involved and be personal with your employees. Remembering the little things goes a long way in building strong relationships with employees.
Transparent communication between all employees is critical. Every employee must understand the importance of each role and how they all work together to achieve a common goal.
Everybody needs someone that will motivate and listen to them. It is important to have someone be that morale booster for employees.

“My job is less about running shops, and more about improving employees’ lives.”
Jamie Powers, Fixed Ops Director, Smart Automotive in Iowa and Illinois

How to Manage Accountability During a Technician Shortage

Systematically taking care of your employees is going to correlate with employee retention.
Put consumers and employees at the core of everything you do, and you will see the success come through.
Take pride in the work you do and how you treat people. Have loyalty with your employees to build emotional equity.

Understanding the Fixed Operations Role

Having a positive culture in the shop will keep people happy and engaged.
All employees must be team players. You are always working together as a team, and it is never just one person doing all the work.
Making sure that you are improving employees’ lives and their growth is far more important than anything else. If you’re ensuring that your employees are happy first, then the money is going to follow regardless.

“You obviously need to produce because it’s a business, but we also want you to grow as a person.”
Jamie Powers, Fixed Ops Director, Smart Automotive in Iowa and Illinois