Running a shop is tough. Every day brings a new set of challenges, from a team member knocking on your door asking for a quick chat, to an upset customer fixated on a seemingly minor issue. As the business owner or manager, you're constantly juggling tasks, and it can feel like there's always something demanding your attention.
This daily grind -- getting pulled in a thousand directions -- is exhausting. You're running hard from the moment you open your doors until the last task is done at the end of the day, and that’s not even counting the work you do behind the desk when everyone else has gone home. It’s easy to see why shop owners and managers often feel like they’re working in the business instead of on the business. This "firefighting" mentality can trap us in a never-ending cycle of daily crises, preventing us from stepping back to think critically about long-term solutions, especially when it comes to something as crucial as staffing.
It's no surprise that staffing issues often seem unsolvable. When we’re constantly busy, we don’t have the bandwidth to think strategically. When we do have a moment, we’re drained mentally and emotionally. The idea of tackling recruitment and retention in the middle of this whirlwind can feel overwhelming -- perhaps even impossible.
But it doesn’t have to be this way. If we want to break the cycle and build a sustainable future for our businesses, we need to change how we think about the problem. Rather than continuing to chase our tails, we need to adopt a long-term perspective. The question is: do you want to keep fighting staffing problems for the rest of your career? I’m guessing your answer is no, especially if you're like most shop owners who dread the thought of recruiting.
If you’ve been feeling frustrated or stuck in the staffing cycle, it's time for a different approach. The short-term, “quick fix” strategies may work on occasion, but they won’t bring the consistency and stability your business needs in the long run. It’s time to take a step back and think about where you truly want your business to go.
Define Your Vision for the Future
The first step is to get clear about the kind of shop you want to run. Ask yourself: what type of employees do you want? What kind of personalities and work ethic mesh best with your shop's culture? This isn’t about finding someone who can just do the job -- it’s about finding people who align with your vision and values.
Personally, I’ve learned that the most successful and happy employees are those who not only perform well but fit into the culture of the shop. Looking back at the employees who brought the most joy and success to the business can provide valuable insight into the characteristics and qualities you should seek in future hires. These people didn’t just make the job easier; they made the shop a better place to work.
Create a Clear Profile for Your Ideal Employee
Take the time to identify the traits and qualities of your ideal employee. What makes them stand out? What do they do that impresses you? What behaviors frustrate you, and what are the traits of people who just do enough to get by? Writing these things down will help you visualize the type of person you want to bring into your shop, rather than settling for the next available candidate who may not be the best fit.
Make Time for Long-Term Planning
Strategic thinking requires mental space -- and that’s often hard to come by when you're in the thick of daily operations. To really think through your hiring strategy and long-term vision, you need to get away from the chaos of the shop. Find a quiet, distraction-free environment where you can focus on the big picture. I recommend doing this on a weekday when you can take time off from the shop, if possible. While weekends may seem like a good time to work on your business, family commitments and personal distractions often make it harder to think critically.
In this quiet space, grab a pen and paper and let your mind wander. Reflect on the things that drive you crazy about your employees, as well as the behaviors that inspire you. What would your ideal employee look like, and where might you find them? Start writing down the traits you’re looking for and build a list of interview questions that help you determine whether a candidate fits those qualities.
Build a Sustainable Pipeline of Talent
Staffing isn’t just about filling the immediate gaps -- it’s about developing a sustainable talent pipeline for the future. Are you actively growing new technicians, or are you simply hiring people and throwing them into the fire? It's critical to think long-term about how you can develop new talent and provide them with the training and mentorship they need to succeed. This might mean finding ways to invest in apprenticeships or creating a more structured on-the-job training program.
Consider this: how are you retaining your top performers? Are you communicating with them effectively? Are they being compensated fairly for their contributions? Retention is just as important as recruitment. If you don’t nurture and appreciate the employees you have, you’ll find yourself back at square one, constantly searching for replacements.
The Power of Long-Term Thinking
I know this is a lot to think about, and it may seem overwhelming at first. But taking the time to step back from the day-to-day grind and strategically plan for your future will make all the difference. If you dedicate a day -- or even a few hours -- to thinking through your staffing strategy, you’ll be setting yourself up for long-term success. A clear, focused vision will not only help you attract the right people but also create a better work environment that will make you genuinely excited to lead your business.
You might be surprised by how much clarity you gain in just a few hours of focused thought. When you return to your shop, you’ll have a roadmap to guide your recruitment efforts, a better understanding of how to retain your best people, and a clear vision for the type of team you want to build.
So take the time to invest in your future. You’ll be glad you did.
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.
