Technician Group Coaching
Technician Group Coaching
As a professional independent automotive repair center, the way our Technicians communicate and document information on repair orders is critical to our success. Our purpose is not just to sell maintenance or repairs, we are here to serve our Clients and guide them through the repair process with transparency and trust. Unfortunately, many consumers still believe that shops are focused only on sales, but we have an opportunity to change that perception. Together.
To build long-term success, our focus must be on taking excellent care of our Clients. That begins with shifting Technician mindsets to align with the company’s broader goals. We must train our Technicians to document findings, concerns and recommendations thoroughly and clearly on every repair order. When Service Advisors are equipped with complete and well-documented information, they can confidently communicate with Clients, guide them through decisions and ultimately sell more services that benefit both the Client and the Technician.
This is not a Technician versus Service Advisor situation. We are one Team. When we communicate effectively and work together, everyone wins: Our Clients, our Team and our company. Our goal is to bridge the communication gap between Technicians and Service Advisors to ensure that there is full understanding, making things more efficient and helping everyone be more successful in their roles.
_HEIC.png)
.jpeg)
Getting Started
In order to get started, we need to know a bit about how your shop is run: What processes you have in place, what information you expect from your Technician, etc. so that we are on the same page and can ensure that we will be a good fit for each other (The same way that we want to ensure our Clients are a good fit for our automotive repair shops). To establish this, we will have a one-hour Zoom meeting with you, the owner of the shop or the Service Manager, to discuss the shop’s SMS, CRM, workflow, day-to-day, maintenance schedules, etc. From there, we can discuss expectations on both ends and next steps with the program if we decide we are a good fit for each other.
If we decide that we seem to be a good fit for each other, we will choose a day of the week to set up our meetings. We will do “Lunch and Learns” where we meet with your Technicians as a group via a Zoom meeting during an hour-long meeting over lunch once per week for five weeks. If needed, we are available to work with new hires or spend additional time with your Team members independently as needed to get them up and running efficiently.
Why 1-on-1 Coaching?
At ShiftPoint Training Academy, we feel that Team members thrive best in one-on-one training situations. This allows coaches to focus on individual needs and tailor training sessions to specific struggles, yielding the best results and providing the biggest transformation for your Team Member(s), therefore your Business.
1
Implementation Commitment from Technicians
Your Technicians must be committed to improving themselves. Spending five hours together is not, alone, going to enhance their communication and documentation skills. They need to dedicate the time and effort to implement what they are learning during our meetings. With practice, they will become better communicators not only in their role in the shop but in other relationships as well.
2
Implementation Commitment from Owner/Service Manager
You must be committed to supporting your Technicians’ improvement. If they do not have a culture in which they can grow, they will never be able to enhance their skills. As their owner/service manager, you have a responsibility to support their development and training throughout this program and beyond, as well as provide them an atmosphere in which they can flourish. You need to hold your Technicians accountable for keeping up with the communication and documentation skills they learn through this program to ensure that the relationship between them and the Service Advisor(s) is strong and successful.
3
On-Site Training Availability
We are available to bring your Technicians (One at a time) to our home shop, Schearer’s Sales & Service, Inc., for one week (4 business days) of in-person on-site training to work with and learn from us and one of the Technicians that we have trained in regards to communication and documentation and worked alongside here in our own business. We will utilize the EDGE Training Model in this situation where we Explain, Demonstrate, Guide and Empower, meaning that by the end of the week, your Technician will be recording all of the findings and recommendations on the vehicles worked on with our Technician. If this is of interest to you, further details can/will be provided.
We are also available to come to you at your shop for in-person on-site training to work alongside your Technician and observe them in their Home atmosphere, how they interact with their fellow Team members, Clients, etc. This can be extremely useful for immediate implementation of skills and immediate correction/improvement of issues. If this is of interest to you, further details can/will be provided.
4
ShiftPoint Coaching Program Content
Throughout our Coaching relationship, we will cover multiple different facets of communication and documentation within your Technician's role including but not limited to:
-
The Why Behind Documentation & Communication
-
Documenting the Testing Process Clearly
-
Communicating Findings Effectively
-
Making Clear, Confident Recommendations
-
Putting It All Together and Real-World Practice
Meeting Agenda
Each week, your we will have a one-hour Zoom meeting during their lunch hour as a “Lunch and Learn” session. We will require login access to your SMS (And DVI program if separate) so that we can share our screen and we can observe proper documentation and communication within the repair order together. The Technicians are, of course, welcome to eat during these Zoom meetings, however we will need to be able to communicate with them so two-way communication will need to be accessible wherever the session is set up (Whether via phone or a plug-in speaker system available on Amazon: https://a.co/d/88llNgN)
NOTE: This program will be five weeks, however if you wish to have us work with new hires in the future or a bit extra with one of your Team members individually, this is available.