Being The Linchpin

Why Every Garage Owner Becomes the Centre of Their Business

Running an independent garage is no small feat. Day in and day out, garage owners juggle multiple responsibilities—from managing staff and finances to ensuring top-notch customer service. Yet, despite having a team around them, many owners find themselves at the centre of their business, almost like a linchpin holding everything together and the wheels on the wagon! Have you ever wondered why you get asked the same question five times a day by your staff? Or why customers gravitate toward you, no matter how many qualified technicians or front of house you have around?

The Nature of Small Businesses

Independent garages often thrive on personal relationships. Unlike larger companies, where interactions can feel impersonal, small businesses are built on trust and familiarity. Customers appreciate knowing who’s behind the counter, and they often feel more comfortable discussing their vehicle’s issues with you—the owner. When you started the business, you may have been the only person in it, so everyone got to speak to you.

Why Staff Seek Your Input

Ever notice how your staff keep coming to you for answers? It’s not just because you’re the boss; it’s because they value your insights and experience. When they face challenges or uncertainties, they know you have the knowledge to guide them. This reliance can be both a compliment and a burden. While it demonstrates your expertise, it can also lead to a situation where you feel overwhelmed with questions that could perhaps be handled by your team.

You may find yourself repeating the same answers many times a day. This repetition indicates a gap in your team's confidence or understanding. Perhaps a process issue? Consider how you can empower your staff to solve problems independently, perhaps through more training, a prescriptive process or by coaching them react differently in a situation, rather than asking you first.

Customer Relationships

When it comes to customers, the scenario is similar. They often prefer to speak directly with you rather than another staff member. Why is that? For many, it boils down to familiarity and trust. You are not just another employee; you are or at least were the face of the business when it started. Customers know you and have likely built a relationship with you over time, which creates a level of comfort. They want to feel that their concerns are heard by the person who holds the keys to their vehicle’s care.

This direct line of communication is vital, especially in an industry where trust is paramount. Customers need assurance that their vehicles are in capable hands, and they often feel that reassurance comes from talking directly to the owner.

The Challenges of Delegation

So, why can’t it work without you? One significant reason is the difficulty of delegation. Many owners struggle to fully entrust their staff with decision-making. Whether it’s a lack of confidence in their abilities or a deep-seated belief that only they can do things "the right way," this mindset can lead to an unsustainable workload. Sometimes we carry out a task again, just because it wasn’t done the way we wanted it. However, did we stop to think if the precise way we wanted it done was explained to the team, or even if the precise detail we required was needed for the task at all?

Let’s not forget that your extensive knowledge of the business—from its history to its operational nuances—can make it hard for others to step into your shoes. It’s a balancing act: you want to empower your team and install confidence while also ensuring the business runs smoothly.

Finding Balance

The good news is that there are ways to ease this burden while still maintaining the personal touch that makes your garage unique. One effective strategy is to invest time in training your team. Encourage them to take on more responsibilities, and ensure they understand the ethos of the business. That way it is easier for them to undertake decision making in the best interest of the business.

Additionally, consider implementing systems that allow for more efficient communication, like regular team meetings or a shared platform for questions and updates. This way, your staff can help each other without always coming to you.

Ultimately, it’s about developing a knowledgeable and confident team. Moreover, you being confident in your teams abilities.

Conclusion

In the world of independent garages, it’s common for the owner to become the centre of operations. Most of us are control freaks after all! Your expertise, personal connections with customers, and the support you provide to your staff make you invaluable. But as your business grows, remember that empowerment and delegation are key to sustainability. Embrace your role, but also look for ways to lighten your load. A well-oiled machine runs smoothly, and with the right strategies in place, your garage can thrive, create you less stress and enable those all-important holidays that most of us dream of!

If you would like some help to enable your team to share the load with customers and procedures, then get in touch or book a meeting here.