Thread by @WilsonCompanies

Some discussion last week about promoting techs to managers and why I have never seen it work. A few folks asked for a more in depth look.

Here’s how I look at it:

When a SMB owner realizes they need an Ops/service manager it’s a big deal. They’re making a brave choice to step away from day to day. To trust someone with their business and staff. They're saying, “I take this business seriously and I’m ready to grow”. Time for next level.

If this is your first OPs/Service manager hire then it is one of the most important hires you make in your business. Why on earth would you promote someone who’s qualification is wrench turning and not leading teams?

I often see owners promote their "best tech". That mentality never made sense to me because not only did you just lose your rainmaker but you also made someone a manager who has zero experience in leading a business. You just shot yourself in both feet.

Operators are one of the most important, and scary, positions I have learned to hire. They operate your businesses for you, steward your reputation, create profits and keep your employees happy.

I think most SMB owners don’t do it because of fear. I get it - I was there.

I realized the need for strong operators in my business between 1.5 -2.5M sales. We had plateaued and we weren’t going to break through without a systems thinker.

Also realized that I was not a great operator and someone else could do the job better.

We look for a lot of different things in our operators but fit starts here:
Humble, Hungry, Smart

Humble:
People that can give and take criticism to be effective leaders/coaches
People that take their time to understand the business before rushing to change it
Humble enough to know its team performance that wins
People who can have the hard conversations

Hungry:
We want people who are naturally ambitious and will sprint towards the goal
Having to hold them back is good
Sales driven and bottom line focused
Self accountable
Sales background can be attractive

Smart:
We don't need “experts of everything” but you need to be better at something than me or your peers
Driven to keep learning, cant stop wont stop
Be able to bring fresh perspective to our "big problems worth solving"

We typically look for people from slightly larger organizations, franchise background if possible, has a heart for customer service and is ready to win.

I get really pumped when they have launched their own concept or tried entrepreneurship on their own.

They need to have led something somewhere. Knowing the industry or how to be a good mechanic is not a qualification to run a multi million dollar company.

Need some background in business, college is preferred but I have interviewed without.

I would take some kid who launched and ran a business for 4 years at 20 over a 27 year old with an MBA and no hands on. Experience is a better teacher.

Owners. This is one of the biggest steps you're going to take in your business. There are no shortage of people looking to get promoted but there are a real shortage of people who work to be worthy of it.

Choose wisely and don't make the "easy" choice with your techs.