Australian dealerships face the same problems as U.S. dealerships regarding service technicians. In Australia, there is a disparity of opinion of the service technician vs. the service staff, who seem to get treated like royalty in comparison. We also share inadequate pay rates, techs having to supply their own tools and strained relationships between service advisers and techs.
One factor in the us-vs.-them scenario that plays out every day in dealerships is the frequency with which management schedules individual feedback and development meetings with each staff member.
I’ve worked at the same dealership six years. Only the dealer principal and general manager have been here longer. In that time, I have had only one attempt at a performance or feedback review. This has had detrimental effects on the dealership’s culture.
While we all get along, most working relationships, particularly with administration and sales, are superficial at best.
Even giving regular praise, so staff feel acknowledged, would have the effect of increased engagement and a step toward reducing tech turnover.
MARK WEARNE, Kingaroy, Australia
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