Why You Should Listen More Than You Speak
In the fast-paced world of service departments, it’s easy for managers to slip into “directive mode”—constantly talking, correcting, and commanding. But the most effective leaders know when to stop talking and start listening. In fact, your ability to listen well could be the single most powerful leadership tool you have.
1. Listening Builds Trust
When employees feel heard, they feel valued.
Trust isn’t built through speeches—it’s built through attention.
Listening shows you respect your team’s insight and experience.
It lays the foundation for open communication and real accountability.
Example: The tech who quietly mentions a parts delay may be pointing to a bigger efficiency issue—if you’re listening.
2. You Don’t Know What You Don’t Know
Leaders at the top often have a filtered view of reality.
Advisors and techs live in the details—you don’t.
Listening reveals blind spots and small issues before they become big ones.
You can’t fix what you never take the time to understand.
“The people closest to the work are closest to the truth.”
3. Listening Boosts Engagement
When people are part of the conversation, they’re more engaged.
Asking for feedback and input gives your team ownership of solutions.
It signals that their experience and opinions matter.
Engaged employees go the extra mile—disengaged ones look for a way out.
4. Less Talking = More Learning
If you’re always the one talking, you’re not growing.
Good leaders learn every day—especially from their team.
Listening creates space for creativity, innovation, and honest feedback.
Your team often has better answers than you realize.
Everyday is a school day!
5. How to Become a Better Listener in Your Shop
Here are a few practical tips you can start using today:
Ask open-ended questions: “What’s getting in your way lately?”
Listen without interrupting
Resist the urge to solve immediately—just absorb
Circle back to show you actually processed what was said
Create regular, structured time for staff to give input (not just in crisis)
Great leaders aren’t great because they talk the most—they’re great because they listen with purpose. In a fixed ops environment, where every person and process matters, the simple act of truly listening can transform culture, performance, and retention. So the next time you walk the service drive, try speaking a little less—and listening a whole lot more.