It’s interesting how the older you get, the less you desire to think about generational differences — but, we have no choice. Let’s listen to Coach Keith Manich explain why they are good for business:
We’re living in a time where there’s a significant generational shift in the population numbers, particularly those born between 1996 and 2014. This population is Generation Z, a.k.a. Gen Z, and according to the census, they make up just over 22.1 percent of the US population.
If you don’t know about Gen Z, let me introduce you. They control roughly $3 trillion in purchasing power. They love technology and are driving the marketplace, including most of the devices prior generations may reluctantly use now. The result is the ability to share and receive information at the speed of light and an intense desire to communicate digitally.
Is this a good or bad thing? Well, it depends on what you think about using a device for almost all your daily activities. That’s right, almost everything — from digital toothbrushes with timers to cars that drive themselves and email you when service intervals are reached. For Gen Z-ers, these devices are normal — they don’t know anything different. The question you must consider is: how will this demand for technology and information affect your business, training, and how you hire?
Why Gen Z is good for business
Some traits of Generation Z are that they’re motivated by security and control — meaning they want to know what comes next, they’re hungry for details, and they want to have input. They don’t like uncertainty and prefer to research the details and build a plan for best results. They want predictability built into their lives and their work. These are all traits that can be leveraged in your shop to operate more efficiently.
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| Need help with engaging the next generation of technicians and other employees? Simply go to www.ationlinetraining.com/2020-03 and download this Associate Developmental Checklist to keep you on task toward hiring Gen Z-ers, and more importantly, training and keeping them. |
They buy cars. According to a recent survey from Kelly Blue Book, 92 percent of Gen Z-ers plan to own a vehicle and 97 percent plan to get a driver’s license if they don't have one already. The reasons should be familiar; 32 percent of those surveyed say that car ownership offers a sense of freedom. They also cite a sense of responsibility and excitement as emotional reasons behind the desire for their own set of wheels. This is a significant generational shift from Gen X-ers who really resisted the need for a car and would opt for public transportation whenever it was available. Where Gen X-ers wanted ride sharing and services like Uber and Lyft, Gen Z-ers want their own vehicles and understand that there is a cost associated with vehicle ownership.
Their cars will need maintenance. Only about 1 percent of the Gen Z-ers want “exotic” electric vehicles. They are more inclined to buy a vehicle from the traditional Big Three. They are also more likely to be more service-oriented to ensure that their transportation is ready for use.
How they affect the workplace
It should not be a surprise that this generation wants to be connected — in every aspect of their daily lives — from the time they get up to the time they go to sleep, and every waking minute in between. For those of us who have been around to experience this growing trend, this level of connectivity has taken some getting used to. But for these folks, it’s their way of life. So, how will you keep them focused on the routine aspects of your business? Your business processes, methods, and management approach must change.
Some say that the changes that are coming are making it harder to keep folks focused on basic business objectives. I used to be one of them. But the more you embrace this new technology and mindset, the more you see that it’s not only a great “fit” for your workforce, but also much more efficient and productive. You should solicit input from these employees when shaping new business processes and allow them to provide input, to help ensure these new processes are a success. The good news is that if the “team” develops the process, the “team” is more likely to take responsibility for the outcomes. Also, consider offering telecommuting or a work from home model as an option to improve productivity by reducing travel time and related stresses.
Leverage their knowledge of technology
One area that has been an issue for most companies and can easily be improved by technology is training. For those of us that have been around for a while, computer-based training, or even a computer for that matter, has sometimes been a challenge. We’ve watched the full evolution, from costly satellite training, to CD Rom based information, to online cloud based. As the iterations of the delivery systems improved, so did the ability to use it — resulting in significant improvements in learner retention and work performance.
Prior generations had to learn how to use technology as it evolved, versus the Gen Z-ers that have grown up with it and are immersed in it. So, as they join the employment ranks, we must adjust our mindset, direction, and processes to be more inclusive of the changes that our new workforce will demand. Training options such as learning management systems, learner directed training, and other methods that do not need a dedicated training “proctor” are the growing trend. Gen Z-ers just need the access code and the password.
Gen Z-ers learn fast, so be prepared with lots of information to challenge them to succeed and maintain a repository of training resources. How will you know what they need, you ask? Check out our Associate Developmental Checklist, or you could just seek their input, as you would with process development. But don’t forget to train on social interaction — an important aspect of the workplace and customer care. This will require face-to-face, soft skill training — which can be stressful to some, especially in place of devices. We must be sure that new hires are prepared to meet the team, customer, and business needs.
Keep them engaged by embracing technology
The parallels between Generation Z and changes in vehicle construction are very similar. We have vehicle safety systems that tell us everything we want to know about cars and can give employees so much data that they can tell us everything we need to know about our business. Linking the two is the key. Scanning data gives links to the vehicle and provides access to a treasure trove of repair data that we can now obtain through the OEMs. Gen Z-ers will appreciate having access to this technology and data at their fingertips.
So, how do we entice this generation to enter and stay in the repair industry with the same vigor that they use their electronic devices? The shortage of qualified technicians is projected to continue. How do we harness this resource and build workplace models that will entice them to come, stay, develop, and grow into the next generation of technical workers? We can’t use traditional methods. All businesses need to adapt and change to meet the Gen Z-ers needs or they will most likely fail.
What can be done virtually to support the next generation of employees? Updating your technology is certainly a factor. As I mentioned earlier, learning management tools offering a variety of training options and other technology such as vehicle safety systems will be required to entice this tech-savvy population. Also, recognition is key. For Gen Z-ers, it’s less about the money than it is about the “job well done” feedback. Last, don’t forget to get back to the basics, even though modifying your delivery platform will be essential. Mechanize these six essential productivity drivers:
1. Detailed task lists
2. Comprehensive job descriptions
3. Performance measurements
4. Meaningful training and development plans
5. Standard operating procedures
6. Audit checklists (review systems) that reinforce production performance
So, the takeaways are what’s good for hiring, training, and keeping Gen Z-ers is also good for your business. Embrace the change and adapt accordingly. Certainly, having organizational processes that don’t require a search through stacks of paper or volumes of information, and are easily accessible through their work devices, can only help your business. It will help drive solutions versus excuses. Formatting it by teams will help them feel that they again, have input in building and maintaining the structure. These folks are smart and nimble, and are looking to add value quickly.
Need help with engaging the next generation of technicians and other employees? Simply go to www.ationlinetraining.com/2020-03 and download this Associate Developmental Checklist to keep you on task toward hiring Gen Z-ers, and more importantly, training and keeping them.
