Whether in a small garage or across a chain of shops, corporate culture is at the heart of success and growth. An expert shares his perspective on the subject.
Jim Saeli, a seasoned inspector, trainer, and speaker, explains: “My experience has taught me that nothing is more important than shop culture. If your shop culture is strong, chances are your business is doing well. If it isn’t, then it may be time to focus on this crucial element to make your shop profitable.”
Other experts share the same perspective.. According to North American studies, more than 70 % of workers believe that corporate culture influences their engagement and job satisfaction.
On the other hand, according to Sales Group AI, 92 % of customers are satisfied with a company that has a strong culture of customer service.
Corporate culture is therefore a driver of success, both for business and for management. But how is it defined in the automotive sector?
The ABCs of corporate culture
Let us return to Saeli’s words to broadly define what corporate (or shop) culture means in the repair and maintenance industry, such as for AIA Canada members: “Shop culture is your identity. It is the way you run the business. The way you treat your team. The experience you want to offer your customers, no matter which employee they interact with. It is the overall attitude of your shop. The one you embody as the owner, and the one reflected by every member of your team.”
In short, every decision made by managers must reflect the shop’s culture. And every rule should be consistent with the culture you want to establish.
For example, the procedure followed by the service advisor to welcome new customers, whether remotely or in person, should reflect the will to assist clearly and kindly. Accessible language, a friendly tone, patience, integrity, and responsiveness are essential.
The same applies to employees. Do they smile or keep a stern expression? Do they get along well? Do they meet frequently? All these elements contribute to corporate culture.
Would you like to establish a strong corporate culture, or address challenges related to it? The experts at Auto-jobs can help. Contact us!