Across the service industry, a "manager" often wears too many hats these days. Part of the problem is that the position spans a range from lower-level supervisor to upper-level executive, with varying responsibilities. In the quick lube industry, managers typically oversee daily operations and are responsible for ensuring efficient and accurate service delivery, directing staff, handling customer interactions, and maintaining inventory.
In some cases, the owner can also act as the manager, which only adds to the individual's responsibilities; however, even when a shop owner or franchisee hires a dedicated manager, that can put too much on the shoulders of that person.
The Challenge
Trying to be a jack-of-all-trades often means you're the master of none, and in the world of automotive service, it can be overwhelming.
"There is an abundance of items that need to get done in the workday, and if you don't have individuals in the positions to address it, you can get buried very quickly," warns Dustin Olde, owner of multiple Lube and Latte locations in Colorado.
As the staff grew with expansion, it was more than Olde was able to take on. It was more than he or the managers could handle, Olde says.
"Unfortunately, many managers and business owners try to do it all, and it keeps them from maximizing their productivity because they end up spending time on tasks or busy work," adds Matt Webb, president of Premier Oil Change. "A manager should be spending 80% of his/her time training staff, driving bay time, and creating an excellent experience for the guests and 20% on lower impact things that need to be done but don't move the needle."
The Solution
The most direct way to resolve the issue is to hire the right help. It might seem that promoting someone to the position of "assistant manager" would alleviate some of the workload, but selecting a go-getter from the shop floor just creates a new problem. Instead, it may be wiser to hire someone to handle the tasks that get in the way of the day-to-day tasks that pile up on the manager's desk.
"Having someone who is flexible and can do a wide variety of tasks is invaluable," says Webb.
"We currently have two admins," says Olde. "One is more HR-centric, while the other is more centered on the financials."
For Lube and Latte, Olde says this allows those individuals to focus on the "stuff that falls outside the purview of the manager."
It has freed up time for managers, while also allowing issues to be addressed quickly.
"Our admins are also there to carry out the outreach to customers if there is a problem with the service," Olde adds. "That makes sure people don't fall through the cracks."
The Aftermath
One key point with admins is that they're not managers, and that needs to be clear to the staff. Similarly, the role that admins are to play within an organization is also essential. One important consideration is that an admin isn't a manager, even if that individual takes on some of the manager's responsibilities. The admin should be directed to handle tasks and jobs that do not require key decision-making or planning, and instead, clear the load by taking on tasks that can otherwise bog down a manager.
"We have discovered pretty quickly that we needed to create pretty expansive job descriptions, because we've had some confusion in the past as to who handles what," Olde explains. It has enabled promotions, including identifying who can step up and assume additional responsibilities.
"I have some people that are so good at their jobs that they want to do more, and an admin can help make sure to determine who may want to do more," Olde continues. "We use the admins to reallocate some of the duties, but if they don't want to take on more, we can make that work."
This allows the manager to ensure that work is delegated correctly, the staff know what they are responsible for, and the shop can function smoothly.
"Looking back, I waited too long to hire someone to fill this role," Webb suggests. "I was operating five locations with 40 employees and doing everything myself. That was a mistake. When I finally hired the right person to fill the role, it was life-changing for me, as I could spend time doing things to grow the business and serve our guests and staff at a higher level."
The Takeaway
A primary consideration is knowing it is time to step up and hire an admin. That can add to operating costs, and in some cases, that individual can't (or at least shouldn't) take on other duties. Someone hired to handle HR issues can't put on overalls and head to the shop floor when someone calls in sick, for example.
"Shops need to be aware of the admin costs," suggests Olde. "You need to understand that this is someone who isn't involved in service, but in our case, we allocate a percentage of the revenue to supporting that position. You have to make sure you can take that percentage out of the business to pay for it, but if you do it right, it pays off."
Knowing when to hire an admin can be tricky.
"I'm quite certain I wouldn't need it if we were a single storefront, but then again, if you have 10 or 15 bays and a steady flow of customers, you might need an admin," says Olde.
"If you are a one- to two-store operator, I think you can get away with doing most admin tasks yourself," admits Webb. "If you have three or more locations, I recommend considering hiring a support person." You can start by making a list of all the things you do that you can easily train someone else to do, and also all the things that you wish you were doing better, or even items that you struggle to get done.
He tells NOLN that it can even serve as the foundation for the job description and duties.
"If it's not a full-time position, you can start with maybe a few hours a day," says Webb. "There are people who drop their kids off at school who could use a part-time job with flexible hours. This could be the perfect person to fill that role."
Having an admin, along with a capable manager, can allow the shop to run itself. That can be attractive for owners who can't be involved in the day-to-day running of the shop.
"That is also a selling point when the time comes to retire," Olde explains. "Many people who are looking to buy a business don't want to think about that part of it. Having an admin helps remove you from those duties."
About the Author
Peter Suciu
Peter Suciu is Michigan-based writer and NOLN freelance contributor who has contributed to more than four dozen magazines, newspapers and websites. He lives in the land of cars not far from one of Henry Ford's estates.