Cultivating sustainability through human-centric leadership
In the realm of automotive repair, sustainability often brings to mind eco-friendly practices, waste reduction, and energy efficiency. With Fix Network’s family of premium automotive repair brands, this includes initiatives like keeping windshields out of landfills through their “repair first, replacement when necessary” approach, operating three state-of-the-art training centres across Canada, and advancing in the latest technologies such as EV repair and calibration.
However, sustainability extends beyond these measures. It also embraces leadership—an often overlooked, yet crucial component of sustainable success. Proper leadership fosters a supportive work environment, enhances employee satisfaction, and reduces turnover, all of which contribute to long-term stability and resilience in the industry.
Claudia Morgillo exemplifies this broader vision of sustainability. As a multi-shop owner with Fix Network, co-owning six Fix Auto locations and four NOVUS Glass franchises with her partner Claudio, Claudia’s journey into automotive repair is as compelling as her leadership approach.
Her story begins with her father, who emigrated from Italy to Canada at 19. Starting as a floor sweeper in a chroming shop, he rose to manager and later became a jobber, fixing bumpers and parts. Claudia worked part-time for him while in theatre school, which led her to become a professional stage manager in downtown Toronto. However, when the SARS pandemic shut down theaters, she began working more closely with her father.
The business was eventually acquired, benefiting her father but leaving Claudia and Claudio to ponder their next steps. Claudia proposed buying a bodyshop, leading to their first location in Streetsville, Mississauga. Joining Fix Network under the Fix Auto banner about 17 years ago, they understood the importance of being part of a larger group in a rapidly changing industry. In impressive fashion, they expanded from one to six shops within five years, centralizing operations with DoubleSee Enterprises.
As their business grew, Claudia recognized the need for effective leadership over an expanding team. “After three shops, I needed help leading so many people,” she recalls. This realization led her back to school, focusing on neuroscience and becoming a certified leadership and development coach, integrating these skills into her management practices.
Through her coaching, Claudia has seen the transformative power of meaningful mentorship. In one instance, she was hired as a coach for a shop where a normally high-performing apprentice was struggling.
“Claudia’s approach to team dynamics is transformative, and as a leader, I strive to implement these practices myself.”
— Amin Youssef, Regional Vice President of Ontario for Fix Network
The outdated view of separating the human element from the job no longer applies, and Claudia argues that taking the time to understand your team actually increases productivity. She emphasizes that emotions significantly impact work quality. “If you’re feeling down, even tasks you’ve done a million times can suffer,” she observes. This insight is vital as more attention is placed on mental health in the workplace.
Building on this, effective leadership begins with active listening and avoiding assumptions. “Ask as many questions as possible,” she advises, fostering an environment where team members feel valued and understood. This approach allows for decision-making based on logic and facts, rather than relying on assumptions from past experiences. Claudia illustrates this with the example of an angry driver cutting you off—a situation where you might instinctively label them a jerk, without considering the personal challenges they might be facing.
Understanding these nuances is especially important given that a notable percentage of workers in the automotive repair industry are neurodiverse, yet their unique perspectives are often overlooked. Claudia’s experience coaching individuals with ADHD challenges traditional linear leadership methods. “Linear thinking doesn’t work for everyone,” she explains, advocating for approaches that recognize and celebrate cognitive diversity. Seeing a gap in leadership support specifically tailored to the auto repair industry, Claudia made this her focus.
Through her coaching, Claudia has seen the transformative power of meaningful mentorship. In one instance, she was hired as a coach for a shop where a normally high-performing apprentice was struggling. The apprentice was often seen chatting with a few colleagues instead of working with his mentor and the owner and manager misinterpreted his behavior as laziness. However, Claudia identified that the mentor, while skilled, was not very communicative or approachable. “Their personalities are not the same, and they lack a bond of trust,” she noted. The apprentice found camaraderie and a sense of belonging with other team members, seeking the connection he lacked with his mentor. By addressing these dynamics and engaging directly with the apprentice, the shop was able to retain and support him, turning a challenging situation into a success story. Claudia emphasizes that personal connections can make all the difference in team unity and performance.
Amin Youssef, Regional Vice President of Ontario for Fix Network, has witnessed the positive impact of Claudia’s methods on automotive repair teams. He states, “Claudia’s approach to team dynamics is transformative, and as a leader, I strive to implement these practices myself.”
Amidst the technician shortage, fostering positive work environments is crucial. Recognizing the human element is key to motivation, and Claudia envisions leadership training as essential to the industry’s future. By prioritizing mental health, embracing neurodiversity, and fostering genuine connections, Claudia believes Fix Network is setting a new benchmark for excellence and sustainability. With Fix Network already leading the way in traditional sustainability measures, the extension of a focus on implementing innovative leadership practices underscores a deep commitment to a thriving and sustainable future in automotive repair.
