Service tip: Engage with staff to combat employees feeling disconnected

Technician coach Joshua Taylor says one of the biggest barriers he sees in shop culture is the feeling of being stuck. Technicians start complaining, service advisers feel disconnected, and the management team gets frustrated by the lack of progress.

The reality, Taylor said, is that complaints are symptoms of something deeper — unaddressed communication gaps. Technicians want to feel heard and respected, he said. When they don't, frustration builds, which leads to negativity and even resentment.

"But the flip side is this — good communication creates connection," Taylor said. "When you start to actively listen, engage with your team, and follow through, you build trust — and that trust translates to a more productive, happier team."