Maintaining effective human relations throughout your shop and service department creates an enviable reputation for attracting key employees, which naturally attracts new customers. Your honesty, trust and opportunities for employee advancement are critical for assuring quality workmanship and on-time customer satisfaction. Any little mistake can easily cause good employees to slack off or quit and, unfortunately, damage your reputation with customers and potential recruits. The most common abuses are breaking your chain of command and criticizing or disciplining in front of others.
Post your written chain of command and explain your company rules and policies to all your service technicians. Your service manager must negotiate a written job description with each service tech and maintain all positive or negative reviews or comments in his performance file as they occur. This file is used for wage reviews as needed.