It's been said often that we need to think “outside of the box.” I would agree with some appropriate circumstances. What we've seemed to lose focus on lately is just the opposite. Have you looked “inside the box” recently? When I reference the “box” I'm talking about what is going on inside the walls of your shop. I'll pinpoint it a bit further. I would suggest you look directly at where your technicians are working!

We as an industry have for years been inundated with help for estimators, owners and/or management positions in general. Have we forgotten a key core component? Several consultants will focus on management roles, shop processes, insurance relations, and other business aspects. What have you done for your technicians? You've sent them to training, correct? Did you sign them up for and online or virtual class, send them out for training offsite or have some entity come into the shop to do training? If you did that's a good start, but did you follow up? When your technicians return from a class or complete training from home/shop did you take the time to discuss what they learned and how their lives and the shop may benefit from their experience? Appreciation, in general, can work two ways: the “lack of” versus “well-received.” I'll explain in more detail later why the two types matter.

I hope I have your attention. If I do, you will be able to benefit from training from here forward in a more real-world way. I'll back up a bit and explain how I think we got here so we don't make the same mistakes again. It's been my experience that often training is enacted due to some outside influence. Most continuing education is brought on by a requirement from either an insurance partner, an OEM requirement or as a way to obtain certifications that will be used to hopefully drive more business through your doors. How many times has the need for training arose out of outside influences? There is nothing wrong with the “why,” but are we missing an added benefit? If that has been your motivation thus far, I expect a lot of us will agree that has been the case if we are being truthful. I'll make two points here. That influence will probably not go away and that's' not necessarily a bad thing, but we need to change how the aspects of training produce results.

I need to offer full disclosure here. I would have done it earlier, but I wanted your attention without discounting what I'm telling you because of what I am. My start many years ago was as a technician. It's who I was in the beginning and even though I've held positions in management, appraisal and education roles, it's who I am at the core and what I'll be professionally when they lower me in the ground. I'm letting you know this because I've been on all sides and understand “what it's like” to be a technician.

Training, or continuing education as it were, are here to stay and should have always been in place. It's not an option any longer as the changes are coming hard and fast with no signs of slowing down. Your challenge will be how you handle it. The shop can make it mandatory and just walk away or you may put some kind of incentive/appreciation factor with it. It's worth making this note now. I've heard most if not all of the “what employees want” theories. My favorite one is the notion people appreciate recognition more than they do monetary compensation. If I wasn't writing this for a respectable and very professional family-friendly magazine you would probably hear me raise my voice and describe what happens when a male cow's stomach becomes full and the digestive process has taken place!

I seriously doubt there is a person on this planet that would choose a pat on the back over money. That being said, I have a simple solution to that ridiculous debate: do both. There is no reason to think that no one appreciates being appreciated. I've gotten a minimal “Thank You” more than once in my career and I appreciated every one. I've also gotten small and large cash bonuses and appreciated those as well (the large ones were my favorite if you were wondering). My point is this: Everyone appreciates an occasional sincere token of appreciation, but why would you not also include an occasional unexpected monetary bonus? I don't think the amount matters that much. It should be relative to performance and shop size/profitability. At Christmas time, commonly, there is some form of appreciation from most businesses regardless of the type. It's near the end of the year and it's been a bit of a tradition for some time so it's somewhat “expected” but have you ever given an employee some extra cash the last day they work before going on vacation? Have you entertained a compensation plan for training outside of the shop? It's a personal business decision each of us will have to make.

All of this appreciation talk goes to your employees being happy where they work. Are they happy generally? Would they recommend to their friends or family using your shop? Would they encourage a fellow technician to work there or better yet would they be a part of developing someone from the ground up? You need to ask yourself these tough questions. Would you work there as a technician? Would you go home satisfied at Christmas or for a vacation? How good would you feel if on occasion you felt appreciated? Do you as a manger/owner occasionally buy lunch at random times? Have you walked on the tool truck and made the payment that week? There are lots of little and cost-effective ways to show appreciation.

I've heard from shop owners/managers about the concern of poaching. If you fear that a Technician will be recruited to another shop while training offsite I suggest you take a hard look within your box. That being said there are times when all you can do has been done and you still may lose a technician. It happens. You were lied to in kindergarten — life is not always fair. Don't worry they lied to me too. There are things you can do that cost very little. An example would be to attend training with them. How cool would it be if the “Boss” showed up or went along if only for observation/experience? If you're telling yourself you have nothing to learn I have a proposition for you. I know folks that are in the business of buying shops. Contact me and I'll get you in touch. You should sell now because you are likely doomed if you have stopped learning.

If your onboard with continuing education and showing your appreciation there may be some pitfalls you encounter. It's probably no secret that everyone approaches training or anything new/different for that matter differently. I've worked alongside several folks that didn't do well in school and don't do well as an adult with education. This becomes your challenge to become involved at whatever level is needed. If there is a language or learning barrier do what you need to do and help them work through it. It's times like these where your appreciation is being shown even if you don't realize it. It's a slippery slope to navigate authority and compassion/appreciation. This is an area that may require a more one on one approach versus a general shop position. It may be that some Technicians are deserving of compensation for training while others may be considered an “investment”. Do you have a compensation plan based on years of service? That program may help to inspire retention as well as lessen your burden to compensate for a less experienced or short-termed employee. There may be employees that don't respond well to education. Are they holding the rest of the shop back? There has to be a way to get them onboard or at the very least make sure everyone else doesn't fall behind.

Tools and equipment can be a factor. This topic can be a win-win. If there is a new tool or technique that is more efficient all parties benefit. It can make the technician’s life easier and increase profit for the shop. It can also act in exactly the opposite way. I'll share an example. I was in a shop some time ago doing a demonstration on the advancements of glue pulling. After the demo, while the technicians were wide-eyed and VERY excited about what they just witnessed the Manager made the closing statement that the shop would buy glue if the Techs purchased the tools. His reasoning was if the shop bought the tools “they would just break and lose them.” I was floored; the techs were deflated. Not only were they cast in a bad light, but it put the brakes immediately on the presentation and all knowledge gained probably went out the window. Even if his statement was true who let a culture develop that it was OK to abuse equipment? If a technician buys a new tool for personal use or shows you a new product, do you take interest in learning about it or do you scowl and tuck your checkbook deeper into your pocket? Don't always assume a discussion equates to spending money. Your interest is a sign of appreciation.

As mentioned in the beginning the type of appreciation matters. I'll share some personal experiences on both ends. I had a shop owner once that would pick up a broom and sweep my stall out once the completed car was taken to the detail department. It didn't happen often, but when he was in the area and had time he would. When he had time plays in here as well. Do you as an owner, manager or estimator stay as busy as your technicians? They see more than you think. The other end of the spectrum came from a dealership general manager. One Christmas he made the rounds through the various departments handing out pens in a box. That's what we received as a bonus that year. A pen in a box and to make matters worse it was emblazoned with the OEMs emblem on it. It gets better! He proceeded to take one out and show us how it lit up when you pushed the button on top. I silently wondered how much it would light up a particular orifice of his had it been jammed up there. That “token of appreciation” had the opposite effect. It only outraged and diminished the self-worth of those that were the recipients.

Other forms of positive gratitude may come in the form of shop organization (one of my favorite topics). Is there any organization system in place that makes life in the shop easier for all involved? Has anyone been in over the weekend to “straighten things up”? It could be as simple as taking out the garbage or reorganizing recycling areas. It cost very little and always has a positive effect.

Do you have fun at work? That subject is a slippery slope. Try to find a balance while still being safe and productive. I have a dear friend that has managed a Mercedes Benz Collision Center for quite some time now with his mostly long-term employees. They go out and have dinner together with their families on occasion. It's one way they have found to keep the bonds between them strong inside and outside of the shop.

To sum it up there are several ways that technicians can be helped which in turn helps your business. Some are monetary, but most are not. There are a lot more ways to accomplish the same results than we have time for here. I hope over all you've been inspired to look INSIDE the box for a bit!