Solo,
My analysis of your problems traces back to 1 core issue you're facing:
Deteriorating work performance....hence, it appears to be an employee+supervision problem.
I also own a high-end detailing shop, and I have 6 employees.
Most of them never had any experience, and they have followed me for 6years.
Most performance-related issues are related to these few things:
1. How well are they paid?
No employer would claim to be under-paying their employees.
But employees will 'exchange notes" with their pals who're working in another detailing outfit. They might not moan to you, but their deteriorating work performance could be an indicator.
They "lost it" a long time ago......and it's showing now.
2. How well are they trained?
A skillful and experienced employer is not necessarily a good teacher/trainer. No employer will confess that their training skills are poor...but when you look at how your staff works, it's a direct reflection of how they were trained, disciplined (critical) and guided...by their employer. It's very rare to find a detail shop employee pursuing "self-improvement" in their daily work, unless they have a share in your business:razz:. We, as employers have to coach, discipline and drive them.
3. What is their background?
If they were from another industry, could they merely be using your business as a "temporary motel" while they hunt for a new job? No one will tell you. Are they even drug-users??? You'll be surprised by what you don't know.
4. Are your shop rules stringent and made clear from Day 1?
If rules are only enforced much later, most experienced employees won't just gulp it down readily. Eg: punctuality, lunch hours, mannerism, attire etc.
5. Do you give feedback, praises and guidance on a daily basis?
You'll be surprised how effective it is to praise an employee and let them know what they're doing right and what can be done better. Our tone of voice is critical. New products, processes etc keep emerging...and till this day, I still give daily guidance even to my experienced boys.
6. How well do you discipline them?
Training and skills are NOTHING if your employees are un-disciplined.
It's like smart kids who cannot be controlled.
One excellent indicator is, how often is the washroom cleaned? Simple thing...but it shows how disciplined the employer is. Are any power points left in the ON position after shop is closed? How often is the shop floor cleaned? These might sound menial, but to me, it shows the amount of control you exercise on your staff. In the early years, I will check on a daily basis. Now, it's 2nd nature to them.
Solo, if you cannot discipline your staff, even if they have 1st class work results, you're still in trouble...absenteeism, talking and chatting during work, arguments, drugs leading to cops in your shop etc etc.
I have seen so many other detailing shop employers facing these headaches.
If your current predicament cannot be saved, you have to consider terminating all your problematic staff, start working solo or reduced-manpower temporarily while you hire new ones, and then training and disciplining them properly.
Hope my 2cents have helped to shed some light:razz:
