Performance and Personal Accountability – Part 2 (Team Member’s Role)

In Part 1, I shared performance levels and how an owner’s leadership sets the standard.

Now, discover how to build a shop where team members take full ownership of their growth and careers. Where you support them, but don’t have to push them constantly.

A high-performing shop attracts, develops, and retains the best people. Not by micromanaging, but by creating a culture where team accountability and growth are expected.

STEP 1: Set the Expectation from Day One.

If you want a team of self-motivated, accountable professionals, you must hire and develop them that way.

Attract the Right People – Your best hires aren’t just skilled. They’re hungry to learn, improve, and contribute. During interviews, ask:

• “Tell me about a time you took initiative to solve a problem.”
• “How do you hold yourself accountable for mistakes?”
• “What are you currently doing to grow in your career?”

Make Growth the Standard – From day one, make it clear:

• Personal development isn’t optional. Everyone is expected to improve.
• Training isn’t something “extra.” It’s part of the job.
• Performance is measured and rewarded. Not just based on time on the clock.

Your Role: You provide the structure, resources, and coaching. They do the work.

STEP 2: Give Them Ownership of Their Success

Your shop’s top performers don’t need to be pushed. They pull themselves forward. Your job as an owner is to create an environment where that’s the norm.

Encourage Self-Assessment – Have team members track their own productivity, efficiency, and customer interactions.

Let Them Set Their Own Goals – Ask, “What skill do you want to improve this quarter?” Then, hold them accountable for it.

Shift Problem-Solving Back to Them – When a tech or advisor comes to you with a problem, ask:

• “What do you think the solution is?”
• “What’s your plan to fix it?”
• “What resources do you need?”
• The more ownership they take, the less you have to manage.

STEP 3: Provide Support, But Let Them Drive

Support your team without taking on their responsibilities.

Invest in Training – But Expect Application

Training should be seen as a privilege, not an obligation. If someone isn’t applying what they’ve learned, they don’t get more training.

Give Growth Opportunities – But Make Them Earn It

Promotions, leadership roles, and raises shouldn’t be automatic.

High performers should demonstrate initiative before they get to the next level.

Recognize & Reward Progress – Celebrate small wins. Team members need to see that growth matters.

Tie pay and promotions to performance, not just tenure.

Your Role: You create the path, but they must walk it.

Step 4: Build a Shop Where Growth Is Expected, Not Optional

If accountability is optional, only your best team members will improve, and they’ll eventually leave for a shop where everyone is held to the same standard.

Track Performance in a Visible Way

• Weekly efficiency reports
• Comeback rates and customer feedback
• Productivity and training progress
• Hold Regular Growth Conversations:

“What’s one skill you’re developing this month?”

“Where do you see yourself in this shop in a year?”

“How can I support your career growth?”

• Make It Clear – No Growth, No Place Here.

If a team member isn’t improving and has no desire to, they’re not the right fit.

Your Role: You set the culture where personal accountability is the norm.

How This Ties to Your Freedom as an Owner

Creating a culture of accountability and growth isn’t only about your team’s success. It’s about your success as an owner. When your shop runs with self-driven, accountable team members, you don’t have to:

• Micromanage every little task.
• Push people to do what they should already be doing.
• Put out fires all day because no one else is taking ownership.

This is how you free yourself from the day-to-day grind. It’s how you go from working in your business to working on your business.

This is what I help auto shop owners do with my 3-Day Weekends system.

If you’re tired of being the only one taking ownership in your shop, I’d love to talk about how to build a team that runs the business with you, not just for you.

Book a Courtesy Call, and let’s talk about getting there.

Maryann Croce is a business coach specializing in helping single-location auto shop owners gain more time, with her 3-Day Weekends System. With a focus on people, process or profit challenges, she helps owners transform their shops into profitable, sustainable and enjoyable businesses. Visit SmallBizVantage.com to learn more about having a rewarding business & life.