When more people started working from home during the pandemic, threats to safety did not go away. They simply followed people home. Terry Choate Jr., a former law enforcement officer and SWAT team commander, argues that the best way to improve an organization’s security is to take care of its people, both internal and external customers.
Terry is CEO, co-founder, and president of Blue-U Defense, which trains large companies on active shooter response, unwanted intruders, and workplace violence prevention. In episode 21 of Maximum Octane, he and Kim Hickey discuss why business owners need to invest in safety, how a happy workforce reduces risk, and what many companies miss about OSHA.
What You Will Learn
- We must fact check every piece of information we receive, even the ones we get from professionals and thought leaders
- The bad guys always find a way to vulnerate our safety. What should be aware of in the home-based society we live in
- The cons of avoiding news channels and being utterly uninformed
- About what most companies ignore from OSHA
- What should every business owner do to ensure their staff and their customers’ safety
Fact Check Everything, Even the Experts
Terry opens with a point that applies well beyond security: fact check every piece of information you receive, even from professionals and thought leaders. Safety advice spreads quickly, and not all of it is accurate. Owners who make decisions based on unverified information can leave their people less safe, not more.
This principle is especially important in a field like security, where advice is often shared through social media, forwarded emails, or word of mouth. Some of it is outdated, some is exaggerated, and some is simply wrong. Before changing policies or training staff, owners should confirm information with reputable sources such as government agencies, law enforcement, or qualified security professionals. The same habit protects businesses in other areas too, from tax advice to marketing claims.
Security in a Home-Based Society
Around the 9 minute mark, Terry explains that bad actors always find a way to exploit weaknesses. As work and life became more home-based, new vulnerabilities appeared, from online scams to threats that reach employees outside the workplace. Business owners need to think about security as something that covers their people wherever they are, not just inside the building.
For repair shops, that can include protecting customer data, securing shop management systems, and being careful about what personal information is shared online. ATI’s Security Tips Every Automotive Repair Shop Should Follow covers practical steps for the physical shop.
Cybersecurity is one of the most common modern threats for small businesses. Phishing emails, fake invoices, and scam phone calls target shop owners and staff every day. A single click on a malicious link can expose customer data or lock up shop management systems. Basic protections include strong, unique passwords, multi-factor authentication, regular software updates, reliable backups, and training staff to recognize suspicious messages. The Cybersecurity and Infrastructure Security Agency offers free guidance for small businesses at CISA’s small business resources.
Employees’ personal safety matters too. Sharing too much information online, such as home addresses or detailed schedules, can expose people to risks. Leaders can encourage good habits without being intrusive.
The Risk of Staying Uninformed
Terry also discusses the downside of avoiding the news entirely. Many people tune out because the news is stressful. But leaders who are completely uninformed may miss warning signs that affect their business, their community, or their employees. The goal is balance: stay informed enough to act, without letting the news become a distraction. Andrew Neitlich offers a complementary view on this balance in Regaining Control and Blowing the Smokescreens Away.
Being informed does not mean consuming news constantly. It means knowing what is happening in your community and industry that could affect your team or customers. Local crime trends, weather events, road construction, economic changes, and new regulations can all influence how a shop operates. A few minutes a day with reliable local sources is usually enough to stay aware without becoming overwhelmed.
What Most Companies Ignore From OSHA
One of the most important parts of this episode covers the Occupational Safety and Health Administration. Terry points out that many companies overlook their responsibilities, including the general duty to provide a workplace free from recognized hazards that could cause serious harm. OSHA addresses workplace violence as part of that duty.
Auto repair shops already deal with many safety hazards, from lifts and chemicals to electrical systems in hybrid and electric vehicles. Workplace violence prevention belongs on that list too. Owners should review their policies and training with a qualified professional to make sure they meet their obligations.
OSHA’s general duty clause requires employers to provide a workplace free from recognized hazards that are likely to cause death or serious physical harm. While OSHA does not have a specific standard for workplace violence in most industries, it can cite employers under the general duty clause when violence is a recognized hazard that the employer failed to address. That makes prevention planning more than a good idea. It is part of an employer’s broader responsibility for safety.
Auto repair shops also face many specific OSHA requirements related to lifts, chemicals, compressed air, and electrical hazards. A regular safety review covering all of these areas protects employees and helps avoid costly citations.
A Happy Workforce Is a Safer Workforce
Terry connects security to culture. Employees who feel respected and supported are more likely to report concerns, look out for each other, and stay alert to potential problems. A workplace with poor morale and unresolved conflict is more vulnerable. Taking care of internal customers is a security strategy as much as a retention strategy.
This links to the broader discussion in The Destructive Power of Toxic Employees with Keith Katz.
Workplace violence experts often point out that many incidents are preceded by warning signs, such as escalating anger, threats, or significant personal distress. Coworkers are usually the first to notice those signs. In a culture of trust, employees feel comfortable reporting concerns to leadership. In a culture of fear or indifference, those warnings may go unspoken. Building trust is therefore not just a morale strategy. It is a practical safety measure.
What Every Owner Should Do to Keep People Safe
Terry closes with practical guidance on protecting staff and customers. The specifics depend on your location and operation, but a basic plan should cover:
- A written workplace violence prevention policy that every employee understands.
- A clear process for reporting threats or concerning behavior.
- Training on what to do in an emergency, including evacuation and lockdown.
- Controlled access to non-public areas of the shop.
- Regular review of security procedures as the business changes.
Training is a critical part of any safety plan. Employees should know what to do if a customer becomes threatening, how to de-escalate a tense situation, when to call for help, and how to evacuate or shelter safely. Practicing these responses, even briefly, helps people act quickly and calmly if a real situation occurs. Local law enforcement agencies often provide free guidance or training for businesses in their community.
Physical measures can also help, such as good lighting in parking areas, cameras covering entrances and the counter, controlled access to the shop floor, and a clear line of sight from the counter to the lobby.
It helps to assign one person to own the safety plan. That person keeps the written policy current, schedules refresher training, checks that cameras and lighting work, and serves as the contact for employee concerns. Without a clear owner, safety plans tend to sit in a binder until something goes wrong. OSHA’s workplace violence overview is a useful starting point for building or reviewing a prevention program.
Building a Culture of Safety
Terry’s message ties together two ideas that are often treated separately: taking care of people and keeping them safe. In a shop where employees feel valued, they look out for one another, follow safety procedures, and speak up when something seems wrong. In a shop where people feel ignored, shortcuts and silence become more common.
Leaders can build a culture of safety by talking about it regularly, recognizing employees who identify hazards, investing in proper equipment and training, and responding quickly when concerns are raised. That culture protects people from accidents, from violence, and from the stress that comes with working in an unsafe environment. It also tells customers that the shop is a professional, responsible business they can trust with their vehicles and their families.
ATI’s ATI’s Commitment to Keeping Our Associates and Members Safe reflects the same priority at an organizational level.
Protecting Your Business and Your Reputation
Terry also touches on reputation harm. A safety incident can damage a business’s reputation long after the event itself. Preparation, clear policies, and a caring culture reduce both the risk of an incident and the damage if one occurs.
For more on protecting your business from risk, listen to Richard Sharman in Don’t Wait Until the Palm Tree Falls Into Your Car! and Paige Hazeltine in How to Make Workers’ Comp Work Both Ways.
Reputation damage can come from many directions, including how a business responds to an incident. A thoughtful, honest response that prioritizes the safety and well-being of people tends to preserve trust. A defensive or careless response can damage a reputation for years. Having a simple crisis communication plan, including who speaks for the business and how customers and employees will be informed, helps leaders respond well under pressure.
Frequently Asked Questions
Does OSHA require employers to prevent workplace violence?
In most industries OSHA does not have a specific workplace violence standard, but its general duty clause requires employers to provide a workplace free from recognized hazards likely to cause death or serious harm. OSHA can apply that clause when violence is a recognized hazard that an employer did not reasonably address. A written prevention policy, reporting process, and employee training help show that a business takes the risk seriously.
How can an auto repair shop improve security at the front counter?
Keep the counter area well lit with a clear view of the lobby and entrance. Cameras covering the counter, door, and parking lot add protection and deter problems. Limit customer access to the shop floor and office. Train advisors to de-escalate tense conversations and to know when and how to call for help. Keeping minimal cash on hand and having a second employee nearby during busy or late hours also reduces risk.
What should be in a workplace violence prevention policy for a small business?
A basic policy should define unacceptable behavior, explain how employees report threats or concerns, describe how reports will be handled, and state that retaliation against reporters is not allowed. It should also cover emergency procedures such as evacuation and lockdown, plus who to contact for help. Review it with every employee, include it in onboarding, and update it as the business changes. Local law enforcement can often help review it.
How can repair shops protect themselves from cyber threats?
Start with basics: strong, unique passwords, multi-factor authentication on email and shop software, regular updates, and reliable backups stored separately from the main system. Train staff to recognize phishing emails, fake invoices, and suspicious calls asking for payment or login details. Limit who has administrator access. Federal agencies such as CISA provide free small business guidance that can help owners create a simple plan.
How does employee morale affect workplace safety?
Employees who feel respected and supported are more likely to follow procedures, look out for each other, and speak up when something seems wrong. In a workplace with low morale, people may stay silent about hazards or concerning behavior. Building trust through fair treatment, clear communication, and quick responses to concerns encourages early reporting, which is one of the most effective ways to prevent accidents and incidents.
Resources and Links From This Episode
Connect With the Guests
- Terry: LinkedIn
