When planning a new dealership or renovating an existing one, it’s easy to get caught up in the showroom aesthetics, lounges, offices. After all, that’s where the customer experience begins, right? It’s paramount to consider the customer experience, but don’t forget the back of house staff while planning your next facility project.
This is something we’ve seen far too often when visiting dealerships around the country. The areas for the back-of-house staff – particularly breakrooms, locker rooms, washrooms, are neglected, outdated, and sometimes in dismal condition. And in almost all cases they’re not even a point of discussion in the planned scope of work.
These areas are for the people turning wrenches, managing inventory, and keeping your dealership running day in and day out. They’re not just supporting your business—they are your business.
We frequently see back of house breakrooms and locker rooms that are unkept and rundown. These areas are where the back of house team start and end their day, as well as eat their lunch.
Out of Sight, Out of Mind?
Let’s be honest. Dealership ownership and management don’t spend much time in the service bays or at the parts counters. Let alone in the locker rooms. So, it’s no surprise these areas often fall to the bottom of the priority list during construction or renovation projects. But this mindset is a missed opportunity—and a disservice to your most critical team members.
The ROI of Respect
Investing in modern, clean, and functional facilities for your back-of-house staff sends a clear message: you’re valued here. That message pays off in real, measurable ways:
- Improved morale: An updated break room, locker room, and washroom speak volumes. It shows your team that they’re more than just labor—they’re part of the culture.
- Retention & recruitment: Every dealer we talk with is searching for good talent. Updated facilities can give you the edge in keeping top techs and attracting new talent.
- Productivity: Clean, organized, and properly designed spaces reduce stress, improve workflow, and support safety and efficiency.
Put it In Perspective
New-car dealerships in the US write an average of 53* repair orders per day. That’s over one thousand per month on a national average. Each R/O represents a paying customer who’s trusting your service department to deliver quality, efficiency, and care.
Who makes that happen? Your service technicians, and parts staff. Every day they show up, diagnose, repair, track inventory, and keep things moving. If your business is doing 100+ ROs a day, that’s a high-volume, high-pressure environment. Shouldn’t the people handling that workload have a clean, functional space to wash up, take a break, or change out of a grease-covered uniform?
Yes, this is the same facility. Ownership realized that investing in their tech washrooms was long overdue. They committed to a complete demolition of the space. This included breaking up the floor to layout the space in a much more functional way. A dark tile floor, tiled walls, and stainless fixtures makes the space easier to keep clean and looking fresh.
What Should You Be Thinking About?
When approaching a renovation or new build, here are some key areas to consider:
- Locker rooms: Provide ample space, secure storage, good lighting, and proper ventilation.
- Washrooms: Prioritize cleanliness, durability, and adequate capacity for peak times.
- Break areas: Comfortable seating, clean surfaces, and a properly equipped kitchenette—these small things make a big difference.
- Flow and function: Ensure easy access from work areas and proper separation between clean and dirty zones.
- Give your staff a voice: Bring them into the conversation when you’re in the planning stage. They’re the ones utilizing the space every day. They will have valuable input on what works, what doesn’t, and what could make the space better.
Have a strategy for all the back of house team areas. Creating a space that staff WANT to utilize for their breaks shows that management is invested in their back of house team.
Wrapping it Up: Take Care of the People Who Take Care of You
We’ve seen it time and again – when our clients invest in the spaces for the back of house staff it pays dividends. Technicians and parts staff are the backbone of your operation. If you’re willing to invest in gleaming tile for your showroom, you can afford to invest in clean and functional amenities for the people who keep your customers coming back.
So, don’t forget the back of house staff while planning your next facility project. If you wait until your best employees are walking out the door to realize the value of taking care of your team, its too late. Build it right—and build it for everyone.
- *Source: 2024 NADA Financial Profile of America’s Franchised New Car Dealers
- Calculation: 270 Million Written Repair Orders, 16,957 New Car Dealers, 303 Working Days (6 days/week)