September 2021

T yres 2.3mm; Do they really need changing? Well it depends doesn't it? Woah! “oh no,” I hear you say, “no it doesn't! 2.3mm is always a tyre change, sell, sell, sell! Safety, stopping distance blah blah blah.” But what if it's your car? Or the courtesy car? This is the crucial one – what if it’s your old runabout? Well, this is an example of a lack of congruence, which it's a favourite word of mine, not necessarily to use on a daily basis but to think about on a moment by moment basis. You might say: “Well, I can keep an eye on those tyres every day and I'll do them when they really need to be done.” I accept that is true but what does that say? It's double standards, isn't it? Really, if you ask me, it's a tiny little lie - sounds awful now, totally over the top? I don't think so and you are, I'm my opinion, belittling your own rules and giving mixed messages. What do your staff think about the tyre change rule now, especially the younger ones, the more impressionable ones, the non-technical ones? Do they think it's wishy washy? And it depends? So perhaps, they subconsciously express this over the phone? Or every time a tyre of this type comes across their desk they ask you: “should I sell this?” This lack of clear rules by you will turn you into a highly splendid micro-manager - and you'll end up exhausted and be confused. Why can't your staff not think for themselves? If you catch yourself saying in private to your best mate or partner: “I just don't know how they lead their lives they can't even make a simple decision,” then you are in the danger zone. Look closely at yourself my friend, I tell you, it could well be your fault, in fact, it most likely is. You must do, say, breathe and think the same and, most importantly, you need to act the same – this is essential – this is congruence. Don’t bend because it’s easier, don’t change your mind day to day and don’t make customers spend money that you wouldn’t. So, back to congruence; Actually it’s like a magic power, and it’s definitely the best way to create trust and therefore allows your staff to believe in you fully, to trust in what you do and what you want. It allows them to have the confidence to decide in the working environment, and by allowing them to believe and implement the training, they will know what is the right way to behave on a day to day basis. Now, if this is not for you, you needn’t worry, because like Chuck Norris it will find you and you cannot hide – it will match up your micro managing, your tight arse ways with a self-limiting business, with the size of your bank account and an unnecessarily stressful life. A little congruence can go a long way. Try it, you might like it. 12 AFTERMARKET SEPTEMBER 2021 BUSINESS/THE GARAGE INSPECTOR GRADUATES www.aftermarketonline.net TYRE-D OF BEING IN THE WRONG? Rebecca is back and looking to plug the hole on double standards around BY Rebecca Pullan, Carmaster Garage