Like any industry, auto repair carries biases that shape how shops treat employees and, above all, how they attract and keep them. Charlene Parlett believes that thinking more inclusively is one of the most practical ways shop owners can solve their hiring challenges and grow their businesses.
Charlene is an executive coach and speaker at ATI, a Master Certified Business Coach, and part of the Center for Automotive Diversity, Inclusion and Advancement (CADIA). In episode 36 of Maximum Octane, she talks with Kim Hickey about common industry biases, parental leave, religious holidays, transportation, flexible schedules, and how to write job ads that reach the right people.
What You Will Learn
- Why it is crucial to understand the role of inclusion and diversity in our business growth and evolution
- Charlene talks about why she joined CADIA and the work they perform
- Charlene talks about some of the automotive industry’s most common biases
- Charlene talks about how society shifted how they see parenting and the industry’s need to adapt to it
- Charlene shares an exciting idea on internal customers and transportation
- Charlene talks about flexible schedules and how companies should think about it
- Charlene explains how to write appealing ads to attract the right people to work with us
Why Inclusion Matters for Business Growth
Charlene opens by explaining why inclusion and diversity are crucial to a business’s growth. When a shop limits who it considers for jobs, consciously or not, it limits its talent pool. In an industry facing a technician shortage, that is a costly mistake. A more inclusive workplace can attract people who have never considered auto repair as a career.
The BLS outlook for automotive service technicians shows how many openings the industry needs to fill each year, which makes widening the pool even more important.
Inclusion also affects customers. Communities are diverse, and customers notice whether the people serving them reflect and respect that diversity. A shop where every customer feels welcome, regardless of gender, age, race, language, or background, can serve a broader market. Many shop owners have noticed, for example, that women often make or influence vehicle maintenance decisions, yet some still feel talked down to at repair shops. Addressing that experience is both the right thing to do and a business opportunity.
ATI’s Why You Stink at Selling Maintenance to Women explores one example of how assumptions can cost shops customers.
The Work of CADIA
Around the 4 minute mark, Charlene talks about why she joined CADIA and what the organization does. CADIA works to promote inclusion in the automotive industry, help underrepresented groups advance in their careers, and support their path into leadership roles. You can learn more on the CADIA website.
Organizations like CADIA bring together industry leaders to share best practices, mentor emerging talent, and track progress on representation. Their work highlights that diversity challenges exist at every level, from technicians to executives. Shop owners can benefit from these resources by learning what has worked for others and connecting with networks that can help them reach a wider pool of candidates.
Common Biases in the Automotive Industry
Charlene discusses some of the most common biases in the industry. Many are unintentional, such as assumptions about who can be a technician, who belongs in management, or what a “typical” employee looks like. Recognizing these biases is the first step toward making better hiring and promotion decisions.
Bias often shows up in subtle ways. It can appear in which candidates are interviewed, how job ads are written, who is offered training, or who is considered for promotion. It can also show up in how customers are treated, such as assuming a woman at the counter is not the decision maker or explaining repairs differently based on someone’s age. Becoming aware of these patterns is the first step to changing them. Structured interviews, consistent criteria, and diverse perspectives in hiring decisions help reduce bias.
Parenting Has Changed, and Shops Must Adapt
Charlene explains how society’s view of parenting has shifted. Today, both parents are often involved in child care, and workers of every gender may need time for family responsibilities. Shops that offer parental leave and understand these needs can stand out as employers.
She and Kim also talk about religious holidays and how respecting employees’ observances builds loyalty and trust.
Parental leave policies can be challenging for small businesses, but even modest support can make a difference. Some shops offer a few weeks of paid or unpaid leave, flexible return-to-work schedules, or the option to work reduced hours temporarily. The federal Family and Medical Leave Act applies to employers with 50 or more employees, but many smaller employers choose to offer some form of leave to stay competitive. The U.S. Department of Labor explains the FMLA and its requirements.
A Creative Idea About Transportation
Around the 16 minute mark, Charlene shares an interesting idea about employees and transportation. Reliable transportation can be a real barrier for some workers, especially younger ones. Listen to the episode for her suggestion, which shows how small, creative solutions can widen a shop’s hiring pool.
Transportation challenges can prevent capable people from working in the trades, especially younger workers or those just starting out. Some employers help by coordinating carpools, offering transportation stipends, helping employees repair their own vehicles at cost, or adjusting schedules to match public transit. Small solutions like these can open the door to candidates who would otherwise be unable to accept a job.
Before trying a solution, it helps to ask current employees and recent applicants what gets in the way. Some may live outside bus routes, others may share a single car with family, and some may be waiting on repairs to their own vehicle. Each barrier suggests a different answer. Building the solution around what people actually need, rather than assumptions, makes it far more likely to help.
Rethinking Flexible Schedules
Charlene encourages companies to think differently about flexible schedules. Many shops resist flexibility because it seems hard to manage. But rigid schedules can push away capable people who have caregiving responsibilities, school, or other commitments. ATI’s 7 Benefits of a 4-Day Workweek at Your Auto Repair Shop explores one option.
Flexible scheduling can take many forms in a shop: staggered start times, four-day workweeks, rotating Saturdays, or the ability to swap shifts with coworkers. Each option has trade-offs in coverage and coordination, but many shops find that flexibility improves morale and retention enough to justify the effort. Testing a new schedule with a small group before rolling it out to everyone can help work out problems.
Inclusion as a Long-Term Strategy
Building an inclusive workplace is not a single action but an ongoing commitment. It involves reviewing hiring practices, training managers, listening to employees, and adjusting policies as the workforce changes. The results may take time to show, but shops that invest in inclusion often find they have access to talent and customers that competitors overlook.
Charlene’s work as an ATI coach gives her a front-row view of how these changes affect real shops. Owners who embrace inclusion often report stronger teams, better problem-solving, and a reputation that helps with recruiting. In an industry facing a significant technician shortage, widening the door to new people is one of the most practical steps an owner can take.
Putting Inclusion Into Practice
Small, specific changes usually work better than a broad initiative. A shop might start by reviewing its interview questions so every candidate is asked the same things and evaluated on the same criteria. It might add a clear statement about schedule flexibility to job postings, or create a simple process for requesting time off for religious observances. ATI’s Three Most Overlooked Hiring Hacks offers more ideas for reaching candidates other shops miss.
It also helps to ask employees directly what would make the shop a better place to work. Their answers often point to practical, low-cost changes that improve the experience for everyone, not just one group.
Writing Job Ads That Attract the Right People
Charlene closes with advice on writing job ads. Inclusive language, a focus on what the shop offers, and clear information about pay, schedules, and growth all help attract better candidates. Ads filled with jargon or narrow expectations can discourage people who would be excellent fits.
Tips for more inclusive job postings:
- Use gender-neutral job titles and language.
- List only true requirements, and separate them from “nice to have” skills.
- Describe your training, culture, schedule options, and benefits.
- Show the real people who work at your shop in photos and videos.
Jay Goninen covers what to remove from job ads in How to Offer Jobs Aligned With the New Generation’s Values. Charlene also returns to discuss customer experience in The Forever WOW Experience Approach.
Research on job advertising has found that wording can influence who applies. Ads that use heavily gendered language or list long requirements may discourage some qualified candidates from applying. Focusing on the essential skills, describing the work environment honestly, and emphasizing training and growth opportunities can attract a wider and stronger pool of applicants.
Frequently Asked Questions
How can an auto repair shop attract a more diverse workforce?
Start by widening where and how you recruit. Write job ads with inclusive language and only true requirements, partner with local schools and community organizations, and show the real people on your team in photos and videos. Offer practical support such as flexible schedules and clear training paths. Make sure interviews are consistent and fair. Over time, a reputation as a welcoming workplace becomes one of your strongest recruiting tools.
Do small auto repair shops have to offer parental leave?
The federal Family and Medical Leave Act generally applies to employers with 50 or more employees, so many small shops are not covered by it. Some states have their own leave laws, so check the rules where you operate or ask an employment attorney. Even when leave is not required, many small employers offer some form of support, such as unpaid leave, flexible return schedules, or temporarily reduced hours, to keep valued employees.
How do I write an inclusive job ad for a technician?
Use a gender-neutral job title and plain language. List only the skills and certifications that are truly required, and separate them from preferred qualifications. Describe your training, pay structure, schedule options, benefits, and shop culture. Avoid jargon that may confuse newcomers to the trade. Including photos or a short video of your real team helps candidates picture themselves working at your shop.
Can flexible schedules work in an auto repair shop?
Yes, with planning. Options include staggered start times, four-day workweeks, rotating Saturdays, and shift swaps between coworkers. Each approach needs attention to coverage so customers are served during business hours. Cross-training helps fill gaps. Many shops pilot a new schedule with a small group first, collect feedback, and adjust before rolling it out more widely. Flexibility can be a major advantage in attracting and keeping talented employees.
How can shops reduce unconscious bias in hiring?
Use a consistent process for every candidate. Define the job’s requirements before reviewing applications, ask each candidate the same structured interview questions, and score answers against the same criteria. Involve more than one person in hiring decisions to bring different perspectives. Review where your job ads appear and who they reach. These steps help ensure decisions are based on skills and potential rather than assumptions about who fits.
Resources and Links From This Episode
Connect With the Guests
- Charlene: LinkedIn
