5 tips for finding, training, and retaining repair technicians

5 tips for finding, training, and retaining repair technicians

One of the hardest tasks repair shop owners face is finding and training great technicians. Once you do that, you face the even larger challenge of figuring out how to retain them over the long-term. The last thing any repair shop owner wants is to teach someone how to perform repairs competently to have them go out on their own and become the competition. So, what can we as a repair community do to solve some of the hiring and retention issues we see far too often in this industry? These are currently my best suggestions! [caption id="attachment_9878" align="aligncenter" width="797"] Results from our eTech Parts customer survey, January 2015[/caption]  

Pay technicians a fair wage

The most obvious piece of advice I can give you is to make sure you're paying technicians what they're worth. This amount will vary depending on area and physical demand, which makes it impossible for me to give you an exact figure, but I can share my own experience. I owned my own repair shop called PXLFIX from 2010 through 2013 before selling it to work on other projects. Do you know who purchased it? One of my technicians! They really are your most valuable resource and they should be treated as such. I paid technicians a minimum of $10 an hour with raises based on their competency and mastery of specific devices. If they took on more tasks, such as training others, they were paid more for doing so. Never make someone feel like there's more work for the same amount of money. It will result in burn-out and cause them to look elsewhere. Given my $10 an hour minimum was over 2 years ago and looking at how the market has changed in the Chicagoland area, I'd probably be paying technicians a minium of $12 to $15 an hour these days. However, paying your technicians isn't always one size fits all. I had a particular technician that could work wonders on iPads, but it was hard for me to get him motivated to complete tasks in a timely manner. So I switched him to a per diem model. Instead of a flat hourly rate I paid him $20 to $40 per iPad, depending on the repair and how long we knew it would take. These are all numbers repair shop owners should easily be able to figure out based on their workload and average times spent on specific repairs. Did it take a few hours of my time to come up with all the figures needed? Sure. But it was well worth it in the long run. He made a good wage and I didn't have someone eating up hours on payroll that wasn't producing what I needed them to. Sometimes you have to be creative in order to retain great technicians. If you think they're worth it, they probably are. The same goes for problem technicians. If you have a bad feeling, trust your gut and find someone else.

Non-competes are fair game, within reason

A repair shop owner's biggest fear is teaching a technician all the tricks of the trade only to have them go off and do the same thing on their own. Distrust from the very start will do nothing but create tension and a hostile work environment for both you *and* your technicians. An easy way to solve the problem is to use non-compete agreements to your advantage. If you're offering your technicians a decent wage and the ability to add lots of skills to their repertoire by working for you, they shouldn't have an issue signing a *reasonable* non-compete agreement. When I say reasonable, I *mean* reasonable. Don't disbar them from being able to perform repairs on their own for the next decade if they ever decide to leave. Instead, set up geographic limitations. You can also include clauses about stealing contract or mail-in customers if that's a concern for you. Before anyone signs anything, ensure that both parties feel well-represented and comfortable with the agreement. An amenable non-compete agreement can put your mind at ease as well as your new technician's, who will retain their right to apply their new skills elsewhere if circumstances change for them.

Don't skimp on training

I've seen many repair shop owners teach their technicians the very basics and leave it at that. Whether this is out of fear of technicians taking advanced knowledge elsewhere, or because they don't have the time to properly train them, improper repair training negatively affects you as the owner, your business, your technician's confidence in their own abilities, and most important, your customers. Running a business is hard work. It isn't always possible for a repair shop owner to be 100% hands-on during training. If you don't have another technician that can aid in training, outsourcing your training is also an option. At eTech Training, we offer everything from repair fundamentals for technicians that are just getting started as well as courses in glass-only and micro-soldering courses. Our advanced repair technician and micro-soldering courses let your techs walk away with a level 3 certification under their belt. They feel confident in their skills and that you're helping invest in their future in this industry. You now have a technician with great skills that can help generate you even more income over the long term. Proper training is a win-win for everyone.

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Offer a great support system

As the repair industry changes and new devices are flooded onto the market, it's vital that you communicate with your technicians in terms of what they know, what they *want* to learn more about, and what their pain points are. Implementing some kind of review system either monthly or quarterly can help you understand and stay in touch with your techs. All your techs should feel at ease telling you when they feel overworked or uncomfortable performing a certain repair. I've seen too many techs attempt repairs that are over their head only to fail and become even more frustrated. That creates a new problem for you to solve and an opportunity for your tech to get overwhelmed and walk away. Saying *I don't know* isn't a sign of weakness, it's an opportunity to learn. *Never* make your technicians feel like they can't come to you when they're stuck. The only reason I felt comfortable taking days off and away from my repair shop was because whoever I left there knew I was only a phone call or text message away. I never made them feel like any situation was too little or insignificant for them to contact me. Over time, they became more confident and the phone calls dwindled to only the most serious or difficult of customers. However, if I hadn't provided this open line of communication and encouraged technicians to be vocal with concerns and problems, I can't imagine how many more fires I would have been putting out. Providing your technicians with a solid support system leaves them with very little reason to look elsewhere.

Take advantage of local colleges and students

Some of the best technicians you'll ever hire are those that are willing to learn. Sometimes, they don't even have to cost you a dime. When I first started out, I quickly made contacts at a local college. Through that connection, I learned of endowments that were available for small businesses in exchange for credit. No one wants to sit inside a classroom their entire college career. If you're nervous about paying technicians right from the start, seek out local universities and community colleges. You may be surprised at what you find.

Your tips for finding, training, and retaining great techs?

If you own a repair shop, how do you go about finding great technicians? More than that, have you been able to retain them? I'd love to hear about your individual experiences in the comments below!