Case study

CASE

As a technician and then the shop foreman at a local shop, you have seen the shop go through five service managers in the past 31 ⁄2 years. In each and every case the story is the same: “He came to us highly regarded but he just could not get the job done so we are going to have to replace him.” The owner then turns to you and asks, “I would like to see you take over the job here as service manager. Interested?”

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Based on the information provided in this chapter, what do you think is the reason the shop has had a high turnover of service managers?

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