Lee Iacoca, Richard Branson, Raymond Ackerman and Bazil O'Hagan all say your staff is your biggest asset. Motivate them and you will never have to worry about customer service.

Question is: How do you get there? If I am on the floor, all runs well because I see where customers are and what they need (fitment centre environment) But left on their own they would rather be messing around with their phones. One of my guys even leave a customers car on the lift to go chat with some female in the road. When I call him back to finish the car he acknowledges me, but continues chatting for 20 to 30 seconds before returning, plus I think he does this to antagonize me. My first instinct is to discipline but that is negative motivation. His work involves working to a target, which he never reaches...there are other examples but this one is the worst...totally frustrating...