On The Ramp With Jennifer Webb From HR Vitals
Why clear processes and confident leadership matter more than ever in the automotive trade
Running a garage today means dealing with more than customers, cars and parts.
The moment you employ people, you take on new responsibilities that can shape the future of your business. That’s exactly why we sat down with Jennifer Webb from HR Vitals to talk through the HR basics that many garages overlook, misunderstand or simply never got shown.
Understanding what HR really means
When people hear “HR”, they think of paperwork, policies and disciplinary letters. But as Jennifer Webb explains, HR is simply about setting expectations, treating people fairly and protecting your business when things go wrong.
Most garage owners didn’t train in HR. They learned through experience, gut instinct or what they’ve seen elsewhere. But the law doesn’t work on instinct. And when issues arise… misconduct, poor performance, sickness, disputes. The right process matters.
Jennifer Webb’s message was straightforward: HR is not about making things complicated. It’s about making things clear.
The biggest HR mistakes garages make
From the transcript, several themes came up again and again:
1. Missing or unclear contracts
Many garages still rely on outdated templates or verbal agreements. Without a proper contract, you have no foundation when issues arise.
2. No documentation
If it’s not written down, legally, it didn’t happen. Notes, dates, conversations and actions matter.
3. Mixing up conduct and capability
Jennifer Webb explained that behaviour problems and skill problems must be handled differently. Treating them the same is a common mistake.
4. Avoiding difficult conversations
Most problems get worse because managers wait too long to address them.
5. Not knowing where to get help
Trying to “figure it out” alone often leads to poor outcomes for both employer and employee.
Setting your team up for success
One of the simplest ways to avoid conflict is to set expectations early. That means:
- A clear contract
- A proper induction
- Documented processes
- Regular check-ins
As Jennifer Webb put it, “People can only meet expectations if they know what the expectations are.”
This isn’t about micromanaging. It’s about giving your team the information they need to work well and giving yourself the clarity to handle issues confidently.
Handling conflict the right way
Every garage will face difficult moments, disagreements, mistakes, attitude issues or performance problems. The mistake many owners make is switching straight into “solution mode” without asking the right questions.
Jennifer Webb explained that a good HR approach often starts with listening, not fixing. Let the person speak, understand the context and then decide what process is appropriate.
Sometimes the issue is conduct. Sometimes it’s capability. Sometimes it’s personal circumstances. The right approach depends on knowing the difference.
Why documentation matters more than you think
Documentation isn’t about being corporate. It’s about protecting your business and being fair.
What to document:
- Conversations
- Concerns raised
- Actions agreed
- Next steps
- Timelines
- Outcomes
If an issue escalates, your notes are your evidence. Without them, you’re exposed.
When to get HR support
Most garage owners call for help too late, when a situation has already escalated.
Jennifer Webb encourages owners to reach out early — even just for guidance. HR support isn’t only for disciplinary cases; it’s also for planning, processes and prevention.
Knowing the right steps to take saves:
- Time
- Money
- Stress
- Reputation
It also creates a safer, more stable workplace for your team.
Building a stronger, more stable business
Good HR isn’t about restriction. It’s about stability. Clear processes help your team feel supported and help your business avoid unnecessary risk.
With recruitment harder than ever in the trade, hanging onto good people matters. People stay where they feel valued, safe and understood. A solid HR foundation plays a big role in that.
Final thoughts
The automotive industry is changing. Expectations from staff are changing. Regulations are tightening. Recruitment is challenging. And the garages that thrive will be the ones who manage their people well.
Jennifer Webb’s advice from HR Vitals is simple: Get the basics right, be consistent and don’t wait until something goes wrong to get support.
Whether you employ two people or twenty, HR is part of your business whether you want it to be or not. Understanding it is how you stay protected.
This episode is sponsored by Castrol and The Race Group. To learn more about Castrol Service, please visit:
