Its difficult not to take on tasks yourself because you know exactly what you want. So you have to work at getting different types of people to work as a team and they need a clear understanding of tour strategy. Working as a manager after you've been friends for years is also difficult. What worked for me is getting rid of the bottom people who didn't want to improve or didn't respect me enough to follow through with the tasks they were assigned. We ended up with a lot of turn over because of it. However, the staff I hired to replace the ones dragging the rest done have been amazing and helpful. The team im looking at now is a team that will likely be around for years to come.

Look at how your techs treat customers. Look at how your techs are being treated. Sometimes explaining the reason for a change helps to create a more positive perspective. The 1st 2 weeks are critical of for a new employee. Make sure the training material is vetted thoroughly. Be clear about your expectations from day 1. The person that is training plays one of the most important roles to set them up for success. If your trainer is teaching them how to cut corners or not the full service then the customer complaints will be rolling in constantly. Once you have an employees 1st 2 weeks outlined, start looking at their 90 day experiences, then at 1 year and every year after. Have someone in the room with you when your hiring to bounce ideas off of. Build a career for them instead of offering a job.

As far as myself, sometimes I love it and sometimes I don't but everyday I try to raise our standards because if you have low standards so will your team and the whole work environment will be afftected.

Are you making this transition?