It’s said that you never get a second shot at a first impression, and when it comes to onboarding new technicians, it couldn’t be more true.
We all know how hard it is to find qualified technicians, and it’s becoming increasingly difficult to retain them. Driven by the technician shortage, this issue has had a ripple effect leaving many shops questioning if what they are doing is wrong.
How can shop managers and owners find more technician talent while also driving loyalty from day one in the shop?
Technician onboarding is a vital piece to setting the first impression for what we hope is a long, successful employee/employer relationship.
The Importance of Technician Onboarding
Onboarding isn’t just about filling out paperwork on day one -- there are a lot of parts of onboarding that happen before that and continue months after. Onboarding should be thoughtful and customized based on the needs of your shop and provide employees with the support, tools and resources they need to succeed in their job.
A good onboarding experience benefits both employees and the company. Research has shown that companies with a good onboarding process see increased employee satisfaction, higher productivity, higher employee retention and easier talent attraction.
Your goal as a business should be to help a new technician assimilate and feel supported in their new role as quickly as possible. This is your opportunity to lay the foundation for a successful new employee and create the first impression that you will be proud of.
In this article, we will go over some of the small things shops can do to create a great experience for new technicians. The small details can be what sets you apart from the competition.
Seven Simple Ways to Create an Exceptional Onboarding Experience
It’s an exciting time when you make that new hire you’ve worked so hard to find. Don’t let the opportunity to lay out the red carpet for a new technician pass by. Here are some ways shops can impress new technicians from day one.
1. Welcome to the team letter. Handwritten notes are still highly valuable. A nice touch when somebody accepts an offer is to mail them a note to welcome them to a team.
2. Communicate the onboarding plan. Put together a layout of what is going to happen next. A checklist of paperwork that needs to be completed and an initial agenda for their first day or two at work. You may have done this already, but make sure they know where to park and make sure they are properly introduced to the team.
3. Give them a welcome package. A nicely put together welcome package can go a long way to creating loyalty. If you can, find a way to get small boxes printed with your logo on them. In the box, fill it with T-shirts, a hat, decals and other small trinkets. New employees will take pride in showing off their new company. Another thing you can do is get your technicians business cards. While certainly not necessary, it can help drive professionalism in your shop.
4. Send a welcome announcement. Take a good photo of your new teammate and announce their arrival with a Facebook post. This is very simple to do, and these types of social posts often drive a lot of engagement from family members and friends of your new employee.
5. Treat the employee to lunch. Have a member of your management team, preferably an owner or manager, take the new technician to lunch on their first day. It’s thoughtful to pull them out of the shop and help them feel a bit more comfortable. If possible, try to make this a regular thing -- even monthly or quarterly -- as that can help generate shop loyalty.
6. Start developing a career plan. Don’t overcomplicate this. It can be as easy as sitting down with the technician and asking what their goals and aspirations are, and then laying out a plan to get them there. Understanding what they want to do with their career will help you identify training they will need and also gives you something to hold them accountable to. This is a great conversation to have during onboarding because it gives you an anchor to refer back to when doing one-on-one meetings or annual reviews.
7. Assign a mentor. Having a mentorship program can sound like something only meant for big companies, but, in reality, it’s not as challenging as you might think. At its core, assigning a new teammate a mentor is giving them a go-to person -- somebody who can point them in the right direction when they’re lost and to make them feel comfortable. There are certainly ways to create a more formalized process, but if you like the idea and struggle to get your hands around what to do, start by thinking about somebody in your shop who would be an ideal mentor and build from there. Just remember, oftentimes, your best technician won’t be your best mentor. The best mentors have a coach’s mindset where they want to see others succeed. Finding the right person in your shop to be a great mentor can have a huge impact on building the future of your shop.
Building Loyalty and Productivity Through Thoughtful Onboarding
Effective onboarding is essential to building a loyal, productive and satisfied team of technicians. The first few weeks for any new employee can be awkward and anxiety-driven. By focusing on thoughtful, detailed and personalized onboarding processes, shop managers and owners can make a lasting first impression that not only attracts top talent but also fosters long-term retention.
From welcome letters and packages to career planning and mentorship, these small yet impactful steps can set your shop apart in a competitive market. Remember, investing in a good onboarding experience isn’t just about filling positions; it’s about creating a successful and committed workforce that drives your business forward.
Jay Goninen is the co-founder and president of WrenchWay. Goninen started working in his family’s independent repair shop at 9, and has worked in the industry ever since. He started his professional career as a technician, and then moved into management roles within the automotive and diesel industries. Goninen is also the host of the Beyond the Wrench podcast.
