From The Front Lines: What I Learned from Interviewing 1200 Technicians
I had the opportunity to support technician recruitment for a luxury brand. During that time, I interviewed over 1,200 technicians. These conversations were often short and to the point, yet offered insights into their motivations, challenges, and aspirations. Many of the stories I heard were inspiring and at times heart-wrenching, revealing a side of the industry that often goes unnoticed.
Here’s what I learned from these short, yet impactful conversations:
Common Motivations and Backgrounds:
Family Influence: Most technicians entered the industry because their parent, grandparent, uncle, cousin, or someone close to them showed them the ropes.
Fresh Start: After making life choices that took them in the wrong direction, many technicians joined the automotive industry as a fresh start to a new life.
Desire Over Circumstances: After sharing their personal stories and their desire to improve their circumstances, tears were often shed on both sides of the phone.
Creating a Better Life: Many technicians chose to move to the States to create a better life for their families, and the automotive industry provided this opportunity.
Why They Leave:
Lack of Training: Many leave their current position, because they don't have access to proper training. Stagnation sets in and is the catalyst to search for a new job.
Toxic Environments: Poor leadership and a toxic culture is a primary reason technicians decide to look for a new position.
Comfort vs. Excitement: Many state that they are too comfortable to leave, but the thrill of learning a new skill or brand is enough to entertain new opportunities.
Why They Stay:
Commitment to Culture: A working environment that supports a positive culture and includes daily team huddles, a review of the scoreboard, relevant training and access to leadership keeps them committed to the dealership.
Direct Customer Interaction: Those working in dealerships with access to video MPI technology, said they love sharing their recommendations, while talking directly to the customer and can see the value they bring in their paycheck.
Values Over Pay: Many techs said values were more important than pay. They wanted a place to call home that feels like a family environment.
Pay Has a Place: Of course, pay is also a strong reason they stay. When they feel they are earning a level that is aligned with their skills, they feel appreciated and valued.
Passion for Hands-On Work: Many technicians try to leave the industry, but always come back because they miss working with their hands.
Areas of Opportunity:
Lack of Opportunities for Advancement: Technicians wish they had opportunities for advancement within the dealership, but often don't have these conversations with leadership.
Skill Deficiencies: Electrical diagnostics and repair skills often had the biggest deficiency and technicians would, almost always, tell me their weakest skill.
Certification Concerns: Many don’t get their ASEs, because they get certified with the brand at the dealership. However, many said they would want to get additional certifications if the dealership would pay for them.
Financial Guidance Needed: When asked, many were unsure of their targets and how their performance could improve their earning potential. Many said it would be helpful to do discuss this information regularly and a class to teach them how to manage their finances would be a benefit.
Misconceptions and Misguidance:
Defensiveness vs. Lack of Confidence: Often times their push back on new programs, like video MPIs, were because they didn't have the confidence and said with more training, they would be more open to buy-in.
Job Longevity: Many were told during their career that to make more money, they needed to leave their job every year (I told them otherwise).
Brand Experience: Many didn’t think they would be considered to work with a luxury brand, due to lack of experience, but were eager to learn.
Passion Projects:
Car Enthusiasts: More times than I could count, technicians have a passion for modifying and racing their own. They were motivated by their earning potential, so they could reinvest it back into their hobby.
Love of Travel: Family values inspired many technicians to share their desire to earn more so they could take their families on vacation.
In summary, many of your technicians share similiar dreams and aspirations as you.
Do you know what they are?
If not, consider this a reminder to engage with your team today. Discover what they need, what’s important to them, and what keeps them motivated and engaged.
If your dealership utilizes multipoint inspection video technology, ask yourself: do your technicians have the training to confidently create videos they can be proud of? If not, now is the perfect time to offer them the support they need.
Shift Awake Group and The Video Circuit
Shift Awake Group can transform your video MPI program from a burdensome task into a thriving success. We provide comprehensive training and ongoing support to ensure your technicians create high-quality videos that build customer trust and satisfaction. With our help, you can enhance your CSI scores, increase profitability, and keep your employees happy and engaged.
Ready to take the next step?
Contact us today to schedule a call to learn how The Video Circuit can help your dealership succeed.