Craig Noel, Nicole Bennecoff, and Brad Updegraff share actionable strategies for reducing turnover and creating workplaces where employees genuinely want to stay. Their discussion focuses on hiring for culture, adapting to generational expectations around flexibility, and investing personally in the people who make the business run.

Turnover Prevention Starts in the Interview

Preventing turnover begins long before a new hire steps into the shop. The panel emphasized hiring for culture above all—seeking candidates who align with the organization’s values and want to contribute to its long-term success.

Key hiring insights:

• Culture Fit Over Experience:Skills can be taught; mindset cannot.

• Process Buy-In:Especially with experienced technicians, owners must clearly communicate that systems are established and expected to be followed. A growth mindset is crucial.

• Onboarding & Accountability:Culture discussions start on day one. Many shops rely on a 30–60 day check-in period and a 90-day probation window to evaluate behavior, process adoption, and overall fit.

Retention Is Personal

Retention isn’t one-size-fits-all. Owners must prioritize people and culture over production, recognizing that different employees are motivated by different things.

Personalized retention strategies:

• Emotional & Financial Support:Small gestures—like a quick text of appreciation or helping a young technician with a bill—can make a big difference.

• Flexibility & Work-Life Balance:Today’s workforce highly values family and personal time. Supporting employees during life moments becomes part of the shop’s culture.

• The Collective Mindset:Including employees in the shop’s vision builds loyalty. Asking why they stay—or what might cause them to leave—helps uncover individual needs.

Meaningful recognition practices:

• Use the Language of Careers:Refer to the industry as a career, not just a job or trade.

• Badges of Honor:Display certifications, achievements, and bios where customers can see them, reinforcing pride and professionalism.

• Internal Recognition Systems:Performance teams, quarterly newsletters, and other internal celebrations highlight personal and professional wins.

Managing Departures With Grace

Not all turnover is negative. The panel stressed that when separations happen, they should be handled with empathy, effort, and transparency.

• Remaining staff notice—and appreciate—when leadership goes above and beyond before making a final decision.

• Often, those who leave for “greener pastures” return, recognizing the strength of the original culture.

Preventing turnover means recognizing that every employee is a unique engine with distinct needs and motivations. The owner becomes the “maestro,” creating a workplace where communication is open, recognition is part of daily life, expectations are clear, and culture serves as the foundation.

A strong culture doesn’t just retain people—it grows them.

Craig Noel, Sun Automotive, Springfield, OR. Listen to Craig’s previous episodes HERE

Nichole Bennecoff, Empower Automotive, Traverse City, MI. Nichole’s previous episodes HERE

Brad Updegraff, Dave’s Ultimate Automotive, 6 locations, Austin, TX. Brad’s previous episodes HERE.