Penny Wise...Pound Foolish!!

Brad Bossen
May I have a few minutes to vent? I received phone call from a long time Service Manager that was laid off. I know, that's going on across the land, and I understand and in some cases agree. I've known this manager for many years and for the purpose of this article I'll just tell you that he was on top of his game. Managed a great operation, customers trusted him; employees respected him, his peers called for assistance. My point simply is that reducing payroll by giving a Shop Foreman or Lead Technician the position of managing an entire service department may not be the most prudent decision right now. A seasoned manager understands the long term ROI of a satisfied customer and has spent years nurturing that attitude. Maintaining the trust of a customer base during a financial recession is invaluable. Analyze the dynamics of the two thought processes. A Shop Foreman/Lead Technician has a relationship with the vehicle; to repair it within the scope of authority allowed. Period. The experienced Service Manager's concern is having a satisfied customer! As any Service Manager will tell you this is most difficult concept for every upgraded Shop Foreman to comprehend. Is now the right time to risk that learning curve? Just my thoughts…I appreciate your indulgence.

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