Working in a computer repair shop can be a stressful experience.
As a longtime electronics repair tech myself, I understand this only too well.
The sight (and distressing sound) of impromptu tantrums is often an everyday spectacle. One, which, if not controlled for its heat, can spill over in its impact. Bogging down the workings of the business for months on end.
The Wise Manager: an Advance Ascertainer
Now, the wise manager is one who recognizes the signs of an impending infarction early. Maintaining a state of impassive sensitivity which allows them to take preemptive action.
A course of operation that can entail therapy, counseling, or even disciplining. The best route, thought by the discerning appraiser, to dispel the mood. Restore the workplace’s – in our case, shop’s – functioning normal. Something not achievable, unfortunately, with the one-click prowess of computer repair shop software.
This diagnostic ability, however, does not often come naturally. For most people, it requires experience and training. A hands-on dealing with tricky human management situations. Because it is only in the middle of the pond that the seafarer truly learns the art of survival; the administrator the skill of fostering resolution (as I like to put it).
One thing is certain, however. The inescapable fact that the tension has to be alleviated. And the only way to do this is to engage in some active agency.
The kind that comes with sincere problem-solving intent.
Sizing the Embers before the Flame
For the vast majority of people, though, the signs of a brewing repair shop crisis can seem elusive. Symptoms, often, that come concealed in their opposite manifestations of emotion. ‘Incongruencies’ that can lead to a world of misunderstandings. Wrong deployments – begetting more conflict instead of stability.
Well, in this piece, I’m in a helping mood.
I want to distill the bulk of my experiential learnings on this front. Enable the newbie tech or shop owner to become acculturated in the “what’s what” of the domain. Evade some of the common pitfalls which, I admit, I fell into only too eagerly during my own progression.
This motivation – I’ll only take another minute – stems from a place of empathy.
When starting off in the repair business, and helped to no end by my computer repair shop software, I had to learn everything anew. I didn’t have a field father figure, matriarch, or friend to look up to. Someone who would smoothen my way; without any ulterior, shallow motives (for egotistical acclaim or riches).
On the contrary, I had to face off against several of the field’s self-ascribed ‘critics/regulators’ to get by. But more on this in another, subsequent, narration.
Getting to the Nitty
Ok. So now that we’ve established the ‘telos’ for this listing and its pitch-angle – on to the business at hand.
Before you start, know that you can imbibe these advice points in isolation. Meaning – feel free to read, agree, and practice only one (and disregard the others). There’s no intrinsic dependence here; no wholesome requirement to proceed in group.
Without any further ado…
1. Tune into the Silence
Nowadays, the social media sphere comes practically littered with one ‘sage’ note after another. Some, of course, are more apt for internalization than others. Many comprise mere (reactionary) attempts at jest – not worth much contemplation. A number, funnily enough, even come quoted on shop POS software interfaces.
For our purposes, one of these deserves explicit mention.
A wise request made to all manner of managers and administrators:
To ‘take note of the growing silence of their best workers’.
To narrow in, particularly, on their shows of gradual non-engagement.
Because this branching reclusiveness is meaningful. It indicates displeasure at the way of things, or worse, positive anger. Usually, it appears as a prelude to voluntary resignations – even full-blown scuffles.
So, any team coordinator worth their salt is mandated – by virtue of their JD – to intervene. Failure to make things better can easily result in the undesirable taking place.
2. Amicably Diffuse any Budding Vitriol
In many repair shops, it’s fairly common to see the techs engaged in heated verbal banters. Sometimes, these can evolve into fierce altercations – complete with the choicest swear words and punches.
Obviously, no business manager wants to put up with such tirades and physical skirmishes at their venue.
A good way to nip these escalating fights early is to either:
- Rigidly enforce a policy of workplace dos and donts’
- Separate the belligerents during nascence
These would read like no-brainers. But trust me when I say, they’re the only recourse you have in uncomfortable situations of this nature. A common-sense approach that offers the only fail-safe.
3. Unhappy Customer Patterns
A worrying sign that things have really gone awry – necessitating intervention.
Unhappy, angry customers are often emblematic of bad service. Meaning that the fault is on the business’s workers’ end. The point where you need to take action – and fast.
Disgruntled employees need to be addressed with sincerity; their workplace qualms acknowledged. If they continue to complain and report displeasure following repeated attempts at a settlement, it’s time to make hard decisions.
You want to consider, specifically, if a case warrants minor disciplinary actions, a ‘straight talk’, or all-out termination. Because there are good chances that if you choose to retain these workers, they’ll have a negative impact on your working culture.
As far as I’m concerned, no employee should have the power to impede the workings of the organizational whole. In my book, this amounts to oppression – and it needs to be dealt with as such.
One good way to ascertain customers’ aggregate happiness profile is through the reviews module found in standard computer repair shop software. Here, (legitimate) repair employees can anonymously report on their service experiences.
4. Progressively Declining Shop Revenues
Another no-brainer – but not easy to size up for correlation links. Because shop revenues can decline on account of a number of reasons; not just workplace stress. But the best repair shop software types in the field offer a distinct advantage. They allow for patterns analyses.
If you record a revenue (or total business activity) downturn following an employee scuffle or management talk, it might be safe to attribute it to incumbent stress.
What is required here is constant analytics tracking. Data streams that exhibit correlative patterns.
Repeat instances of the same curves – plotted from these numbers – are always revealing of the trends underway.
So there you have it.
My go-to prescriptions for detecting difficult workplace situations in advance – and then attempting to diffuse them with four recourses that come tested.
If you think I’ve left a glaring, topical hole in my narration – something important that’s not discussed – feel free to hit me up in the comments below!