I got a call the other day from a fellow shop owner who needed to vent. He runs a big shop and gives his techs a lunch break every day from noon till 1:00 p.m. His techs got into the habit of going to the local mall and hanging out in the parking lot; smoking cigarettes and often getting a little too loud. They were not causing any real trouble, but it just didn’t look good.

Someone finally called from the mall to complain and said that many of the business owners at the mall were afraid that this was affecting business. The techs were also not too careful about the cigarette butts.

The shop owner was furious, disappointed and embarrassed. He asked me what he should do.

I suggested that he have a talk with everyone at the shop. Sit them down and explain to them that when they wear the company uniform they represent the company, and everything they do, even on their own time, may affect the reputation of the shop. If that reputation is damaged, business will suffer; especially if the business is in a small community. Everyone in the company should be accountable to themselves and to the company.

I think this is a lesson for all of us. We need to be careful of who we hire and how we communicate the culture of our companies.

This article was contributed by Joe Marconi, a superstar shop owner who now helps other shop owners 1-on-1 through the Elite Coaching Program.