In the latest episode of On The Ramp, the team sat down with Lauren Brown, Managing Director of T10 Automotive, and Carl Williams from Williams Talent Management to discuss a topic at the heart of every successful garage business: people. More specifically, how mastering team management can drive performance and, ultimately, profit.
YouTube – https://youtu.be/TZCIAINSp7w?si=CyATdMy2777od1kK
Spotify – https://open.spotify.com/episode/4w3i0t3cAiMKVHyI1NXtGq?si=8b51a7d6687148e4
The Importance of People in Business
It’s easy to focus on the technical side of running a garage—training, equipment, and processes—but at the core of every thriving business are the people who make it work. As Carl Williams shared, his early career at McDonald’s taught him a key lesson: a business is only as good as the people who power it. With structured training, a culture of excellence, and the right leadership, any team can achieve incredible results.
Creating a Culture of Excellence
One of the standout points from the discussion was the idea that high-performing teams don’t just happen; they are cultivated. At McDonald’s, employees worked towards earning their five stars—a recognition of their growing skills and contributions to the business. This wasn’t just about competence but about fostering pride in their work and encouraging peer-to-peer leadership.
In a garage setting, this same principle applies. When a technician takes pride in their work—be it vehicle inspections or customer service—they set a standard that others naturally aspire to meet. As Alex highlighted, when a high-performing team member was moved to another branch, the entire team’s quality improved simply by his influence.
Handling Toxicity in the Workplace
While high performance is crucial, culture can make or break a business. A single negative team member can drain morale, creating a toxic environment that reduces productivity. The discussion raised an important question for business owners: is keeping a high-performing but toxic employee worth the risk to company culture? The consensus was clear—no individual is bigger than the business. If someone’s attitude is damaging the team, it’s often better to invest in developing another employee who is coachable and positive rather than tolerate negativity.
Leadership and Communication
A major theme in the discussion was leadership, particularly the difference between managing and leading. A good manager keeps things running, but a great leader inspires and develops their team. Effective leaders create an environment where employees feel valued, heard, and motivated to perform at their best.
This means checking in with employees—not just about performance metrics, but about their well-being. If a previously high-performing employee starts to struggle, it’s important to ask why. External pressures, mental health struggles, or even workplace dissatisfaction could be the root cause. As Carl pointed out, a simple, genuine conversation can make a world of difference.
Recruiting for Attitude Over Skill
One of the biggest mistakes businesses make is hiring purely for skill while overlooking attitude. Technical skills can be taught, but a negative mindset is far harder to change. Employers should be asking the right questions during interviews: How do you handle pressure? How do you work in a team? What motivates you? These insights can help predict whether a candidate will positively contribute to the company culture.
The Golden Thread of Business Values
A successful garage isn’t just about fixing cars; it’s about creating a workplace where people feel engaged and committed. Leadership is about setting a vision and ensuring that every team member—whether a senior technician or an apprentice—understands and believes in that vision. When a business embeds strong values into daily operations, employees don’t just work for a paycheque; they work for a purpose.
Conclusion
Mastering team management isn’t just about improving efficiency—it’s about fostering a workplace culture where people thrive. As the podcast highlighted, investing in people leads to stronger teams, better customer service, and ultimately, higher profits. Whether it’s through structured training, clear leadership, or fostering peer-to-peer mentorship, the businesses that prioritise people will always come out ahead.
