Unlock the secrets to keeping your best employees onboard and engaged as we welcome the dynamic duo, Michelle and Chuck Griffin of Griffin Towing, onto our latest podcast episode. Their fresh perspectives and innovative strategies are transforming how we view employee retention in the towing industry. With Michelle's banking expertise and Chuck's experience from the Boys and Girls Club, this power couple delves into the art of creating a work culture that not only attracts top talent but also fosters a sense of belonging and commitment.
In a world where company culture can make or break your business, the Griffins stand as a testament to the power of respect and support within the workplace. Chuck's leadership style, deeply influenced by his background in community service, is a beacon for those seeking to integrate solid professional values into their business ethos. Our conversation reveals how these core values, when authentically lived by leadership, can significantly steer a company towards a reputation of excellence and reliability.
As we wrap up our enriching time with the Griffins, we turn our hearts towards the wider towing and recovery community, expressing our deepest gratitude for the unsung heroes keeping our roads safe. Their inspiring prayer for all those in the towing world reminds us of the profound impact of a nurturing workplace on both personal and business prosperity. Tune in for a heartfelt and transformative dialogue that promises to leave you with invaluable insights and a renewed appreciation for the towing industry's vital work.
Unlock the secrets to keeping your best employees onboard and engaged as we welcome the dynamic duo, Michelle and Chuck Griffin of Griffin Towing, onto our latest podcast episode. Their fresh perspectives and innovative strategies are transforming how we view employee retention in the towing industry. With Michelle's banking expertise and Chuck's experience from the Boys and Girls Club, this power couple delves into the art of creating a work culture that not only attracts top talent but also fosters a sense of belonging and commitment.
In a world where company culture can make or break your business, the Griffins stand as a testament to the power of respect and support within the workplace. Chuck's leadership style, deeply influenced by his background in community service, is a beacon for those seeking to integrate solid professional values into their business ethos. Our conversation reveals how these core values, when authentically lived by leadership, can significantly steer a company towards a reputation of excellence and reliability.
As we wrap up our enriching time with the Griffins, we turn our hearts towards the wider towing and recovery community, expressing our deepest gratitude for the unsung heroes keeping our roads safe. Their inspiring prayer for all those in the towing world reminds us of the profound impact of a nurturing workplace on both personal and business prosperity. Tune in for a heartfelt and transformative dialogue that promises to leave you with invaluable insights and a renewed appreciation for the towing industry's vital work.
Welcome one and all to Toe Professional Podcast. This is your podcast. It's for the pros that have a need to know, that are on the go. It's truly the voice of the toe and mutevery industry. I'm DJ Harrington, your co-host, better known as the Toe Doctor, and I am honored to have as the other co-host the president and publisher of Toe Professional Magazine, a good friend of the industry and a dear friend of mine, Darren Weaver. Darren, it's a beautiful day in Atlanta. I hope it's nice there.
Speaker 2:Oh man, it is gorgeous, dj. I hope it's nice there. Oh man, it is gorgeous, dj. Our bipolar weather has slid in from 40 degrees yesterday to 72 today. So I wasn't complaining yesterday. I'm not going to do it today. I tell you that it's a great day and let me commend you, dj, Our guest today, michelle and Chuck Griffin Griffin Towing this is phenomenal, let me tell you, for what these folks have done in the industry, their value system, the way they get behind their employees and the way they show their employees they're special is unbelievable.
Speaker 2:And, dj, you know we talked about it off mic. It comes from Chuck's background with the Girls and Boys Club and you know Michelle's background in the banking industry, then the UGA, and taking that administration, the passion for towing and the passion for family and making that work with the employees and bringing them in just like family, I mean, it's a recipe for success. So I got to commend you on this one, but I tell you I just want to sit back and off and listen to it. So I'm going to let you field all the questions today and I'm going to get a pen and paper out and I'm going to take notes. You got it buddy, take notes.
Speaker 1:We'll get ready and I'll take it from here. We'll be right back with your follow-up and commercial.
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Speaker 1:You have been listening to Tote Professional On-The-Go Podcast. Remember folks, each and every week we do our best to bring you new, informative episodes. Make sure you download and listen. We're available on Spotify, itunes, pandora, stitcher, iheartmedia, amazon or wherever you get your podcast. And Darren I know that Darren is letting me do this segment because I have the nicest family that I got a chance to meet via the phone and I want to introduce all of our listeners to Michelle and Chuck Griffin, from Griffin and Griffin in beautiful Columbus, georgia, and if you ever go to their website, they have their vehicles outside one of the main buildings in Columbus and it's really real impressive. So can I first say, chuck, if you'd be kind enough to introduce yourself and then turn it over to the number one lady of Columbus, my dear friend Michelle.
Speaker 4:So, chuck, you go first alright, my name is Chuck Griffin, I'm CEO of Griffin and Griffin Toyne, and I'm married and partner with the beautiful wife named Michelle, and I'm turning it over to her you got it.
Speaker 5:Hello everyone. My name is Michelle Griffin and I'm vice president of Griffin and Griffin Toyne here in Columbus, georgia, and it really is a pleasure and a privilege to be here today. Thank you so much for having us.
Speaker 1:Well, michelle, I got to tell you something. I've heard you guys talk before and I told Darren this will have to be one of the best podcasts ever. So let me ask you, both of you guys, how do you retain team members in an ever-changing workforce that we have in the towing industry?
Speaker 5:I'll tell you, when we first started, we were just so glad to have people working for us, so we were very reactive to we kind of just went with the flow. But what we found was our turnover. It was very high when we started, and so we wanted to do something to create an environment where we could keep people. And so we wanted to create an environment where we could keep people, and so we wanted to create an environment where we were able to attract, retain and sustain the right people. So for us, retention is very important, and the reason it is is because when you lose someone, it takes away from our customers, it takes away from us being able to grow our business, and then it also takes away, it puts extra weight on our team members. So we intentionally strive to create an environment that tailored the team member satisfaction, from the way that we treat them, to the benefits that we offer them, to the way that we pay them. We learned how to intentionally treat them. Therefore, when we hire now, we're not reactive anymore.
Speaker 5:When we hire now, we hire for fit, meaning that we only hire people that align with our core values and our mission. The reason is we know that we can teach people how to talk, but we can't teach people how to be good people. Therefore, if someone does not share our same values and do not align with our mission in our value systems, we just don't hire them. So this is how we create, uh, retention creating an environment where people want to work and hiring people that share our same value all right now.
Speaker 1:Michelle got to ask you this, Even though it's the third question on your list. I want our listeners to know. You used to work in a bank, so can you tell us something that, from your banking, you know? How did working at the bank impact how you run your business, Michelle?
Speaker 5:working at the bank and Pat, how do you run your business? Michelle, when I joined the bank, I was young. I was hired to they had a management associate program back then and I was hired to be one of the managers. I had no experience in that capacity, in a leadership role, and so my intention was to go by what I thought a manager should be, and I remember on the very first day, they spent the entire day talking to us about a leadership style that I was not familiar with at that particular time, and it was called servant leadership, and what that is is that it's not about what your team members can do for you, but it's more about what you can do for your team members you but it's more about what you can do for your team members, and so it was about us serving other people.
Speaker 5:And that leadership style it changed my life. It changed me as a leader. I still hold it in my heart and I incorporate it in everything that I do in any leadership capacity that I'm able to serve in now, and especially in our family business, and it and it and it just has served us well because, um, really, what it is? It's, it's, in short, it's like the platinum rule. You know you have the golden rule. A lot of people talk about the golden rule.
Speaker 5:Treat people like you read it, but the platinum rule is treating people better than you want to be treated, and that's how I was able to lead um those almost nine years I was at the bank, and that's how I lead our family business well, I tell you what all Before we take our next break.
Speaker 1:can I ask and I don't know which ones are going to handle it, but what are some of the ways you take care of your team members?
Speaker 5:Well, when we started again, we were more in a reactive capacity, and when we would have unofficial exit interviews with people, some of the things that we learned while they were leaving was people would say you know, I'm leaving for more pay, or I'm leaving because this company has benefits, or I'm leaving because this company you know, I get vacation days here. And in our earlier years we just could not compete with those reasons that people were leaving. We knew we wanted to someday grow into that, but at that particular particular time there was not a whole lot that we could do about it. So, fast forward, we have intentionally created a set of benefits that speak to the heart of what many of our team members have shared or previous team members have shared in the past regarding what they're looking for. Please keep in mind we're still a small business and we're still learning how to care for our people, but we do offer benefits as a way to show our appreciation for them, and so I'll share a few of them with you.
Speaker 5:One of them is what we call our Hero Elite program, and this is a program where we reward team members for just simply living the core values. They don't have to do anything else but live the core values. And if they do, they are named on a quarterly basis a Hero Elite and they get a quarterly bonus for simply living the core value. And our team members, what we've found, they want to be viewed in a positive light in our eyes. They want to be viewed in a positive light as it relates to their peers and our customers, so they work really, really hard to get this reward on a quarterly basis. We've had some quarters where every team member has received this reward.
Speaker 5:We've had some quarters where we've had some team members to fall short and they strive really hard next time to make sure that they are in the number of this recognition. I don't even think it's about money. It's more about being looked at to us and to their peers in a positive light. So that's one of the benefits that we offer. Another benefit that we offer is and this came from some of these unofficial exit interviews people wanted health, dental vision and life insurance.
Speaker 5:So we offer health, dental, vision and life insurance reimbursement through a cafeteria plan that we created. You know, when you go to a cafeteria you kind of pick the things that you like to put on your plate, that you want to eat, and everybody they don't like the same thing, they don't eat the same thing. So we've created a set of benefits where our team members they can choose which benefits they like, which insurances they like. And then another one that I'll share with you is our back to school supply.
Speaker 5:That we do, and this is where we pay for back to school supplies for our team members that have school age kids, including college kids that are returning back to school, and so the more kids a team member has, the more we give them to be able to purchase these supplies. And so these are just a few examples of the ways that we take care of our team and express our appreciation to them. We know for sure. What I know for sure is that without them it would be no good. So we try to work very, very hard to do our best to take care of them, and we fall short sometimes, but the goal is always right by them.
Speaker 1:Boy. Michelle, you are hitting on the head and I was hoping you talk about back to school when you did that program, because I thought that programs see folks, if you listen and I hope you're taking notes, like I am if you if you have exit interviews, then you know about some of the sorenesses that you missed somewhere along the line. And so this hero elite program I thought was great. All right, let's do. We're going to take a fast break when we come back. I want to introduce you to Chuck, her better half, and how the girls' and boys' clubs affected this guy who in turn has affected the whole industry. We'll be right back with the Hollywood Commission.
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Speaker 1:You are listening to Toe Professional on the Go podcast. This is the podcast for the pros that have a need to know, and we are interviewing Griffin and Griffin down in Columbus, georgia. We've had Michelle. Now we're going to talk to Chuck, her better half, and I know Chuck was involved with the Boys and Girls Club. So, chuck, my opening question to you is with the Boys and Girls Club. So, chuck, my opening question to you is how did working with the Boys and Girls Club impact how you run your business?
Speaker 4:Well, dj, that's a great question. One of the things I would say even to this day, we still work with the Boys and Girls Club. We're working in a different capacity. I'm actually now I'm a board member of the Boys and Girls Club here in the area now and it's an honor to be there. But it didn't start out there. It started off really in the game room, and one of the things we learned from the Boys and Girls Club is that it's a very humbling experience Because you work with a bunch of small people as well as parents and other staff and things. But one of the best things one of my supervisors told me. He said people vote with their feet and it took a while to get that. But then I began to understand that if people like what you're doing and people are okay with what you're doing, they support what you're doing. Coming to the Boys and Girls Club it's nothing mandatory. It's what people do because they support what you're doing. Coming to the boys and girl club it's nothing mandatory, it's what people do because they want to do that. Well, it's the same thing.
Speaker 4:The people that work here at griffin towing um, you know people. There are plenty of touring companies. There are plenty of other jobs, a lot of small business that people can always choose to choose to do to go make money. But people we're are actually so glad that people actually want to work here and they're voting with their feet. Every day they put on that uniform and put on their makeup, whatever capacity they're working in, and let us know that we're continuing to try to grow. But also we're doing something right right now, especially when we're in a time where it's hard to retain people, as Michelle said earlier. So, boys and Girls Club very humbling.
Speaker 4:I was there for eight years. It was very humbling because I did everything there, whether it be, you know, watch the kids programming, even clean the toilets, whatever it might, might be. But I take that same mindset into griffin, griffin towing. There's pretty much nothing here that I'm not willing to do. My guys, we get out there in the trenches. I'm in it. I'm the first one there, last one to leave. Um, I cut down trees on the accident sometime. Whatever it needs, whatever needs to be done, I've. I've dispatched on the dispatch side. I did the bill on the billing side. So I cannot lead by example. So they understand that. Um, you're not in this thing by yourself. Sometimes it gets hard, sometimes it's tough, but you're not alone and we're here to work with you. Um, there was some very good values I learned from the boys and girls because sometimes the only one doing certain things, but we had to get the job done.
Speaker 4:One thing I like about you know everybody we're very big in our culture on respect here at Griffin-Towin. So I say everybody deserves respect, not because you're an adult, not because you know of your gender, but just everyone's period deserves respect, even the little people, even the children. So surely, if we can respect, you know children used to watch between ages of 6 and 18. We're talking about 260, 270 kids a day. That's a lot of kids, right, a lot of kids you know a day. But sometimes you know you have different kids from all different backgrounds, but you have to understand at the end of the day they are still human and they deserve respect.
Speaker 4:Same way to people that work with us we have people from different parts of the background that work for Griffin and Griffin Towing. However, I tell people when they walk in the door you was an adult before you got here and you'll be an adult while you're here and if you ever leave. So another word is I give you the respect. With me, we learn to trust one another. We earn that, but the respect is a requirement for me to give to you and the requirement that I receive from you. That way it helps, sets the tone as we begin to do business and work together.
Speaker 1:Well, chuck and Michelle, let me ask you, our listeners I know now that we started this conversation why is creating core values like Michelle talked about, the vision and the mission statement so important in today's towing and recovery industry?
Speaker 4:Well, one of the things Michelle will say to me sometimes if, if you don't create a value system, if you don't create a core value, people would create one for you. Another word is if you don't set the tone for how you would like your company to look and what it know, what it runs like people of all different backgrounds and different, no, they would. They would say, well, we're gonna do it this way, in that way, and that not necessarily might be what you want. I know michelle should talk more and more on that, but it's helped. No, it's been a learning process through the time, but I agree, you know, since she implemented that, it has been uh, great, uh for us because it really sets the tone on how we run as a business yeah, michelle, did you get that from the bank or how'd you pick up the mission statement?
Speaker 5:I did. The bank was big on core values, mission statement and vision statement. And then, when I left the bank, I was asked to work for the University of Georgia as a consultant for small businesses, and so we had to teach small businesses about it. But we lived it every day working at UGA, and so not only did I have the opportunity to learn it at the bank, to teach it at UGA, and so not only did I have the opportunity to learn it at the bank, to teach it at UGA and then also to learn it at UGA. So it was just something that was embedded in me and it just became it's a part of me.
Speaker 5:And when I was at UGA, I actually was invited to Washington DC to speak at a conference. There were thousands of people there. But because of my passion as it relates to core values, it's just you have to have a value system in your home, you know, in the workplace, have a value system in your home, you know, in the workplace, and you want to attract the same, the people that shares the same value, the same mission statement as yourself, because it makes the work environment so much easier when you're, when you're when you're when you have, when you're when you're, when you're when you have, when you have somebody that's really good at their job I mean really good like a superstar but, they don't.
Speaker 5:They're the same core values as you. They can be a cancer for your business because it's a constant pull and push. You can't get on the same page. So for us we always go for hiring for fit versus the experience, because we can. We can teach people the toe portion. But yeah, to answer your question, it was something that I learned at the bank, I learned at UGA and something that objects. It's probably the biggest thing that I have. That has resonated with me over the years in my career and all the jobs that I've had.
Speaker 1:All right. So now the question I got I'm taking my notes as I'm listening to you guys. You do the exit interview. You started the Hero Elite program quarterly reviews, which a lot of people don't do. Then you got that plan. You know that healthcare or dental or life insurance whatever they were looking for You've got the back to school program. Is that what started your leadership style? How do you have a? Does vision, mission statement, value, core values? Does that lead to your leadership style or does your leadership style lead towards values and vision?
Speaker 5:I think it's all integrated, but because the servant leadership now resonates with me, the core values that we have created, because servant leadership again is treating. It's not about what people can do for you, but it's what you can do for people, and so the core values are aligned with that. Some of our core values include teamwork, respect for others, community service, customer focus all of that really falls up under servant leadership.
Speaker 5:And then when our mission statement, our mission statement is to serve our community one customer at a time, we tell our people that we want our 1,000th customer to be treated like our first customer. We want everybody to have that same experience. And so they all work together. But the servant leadership, that was back in 2005. That's when I was first introduced to all of this and that's where it started from. But they all do work together, I believe.
Speaker 1:Boy, oh boy. Well, I want to ask both of you if you had a parting shot, something that we did not talk about or something I myself am dying to find out. How did you two guys meet?
Speaker 4:Well, DJ, it's funny, I met her at church. I actually was. I was in Auburn for school and while I was in. Auburn. I'm also a musician, so I was actually playing at a church and she was singing. And one day I just got up the courage and was like, hey, I want to take you on a date. And the date was she didn't realize it was a date until we got there because I was with the Boys and Girls Club. Then that's the funny part about it.
Speaker 4:I was like I need some help with the Boys and Girls Club, I need some extra volunteers, and she's actually the only one that came, but that's the only one. I really wanted to come anyway to help out and we got there. She did help out. That's when I was in boys and girls club in auburn and, um, from there I asked her hey, would you like to grab a movie or something? Of course she's like no, uh, she turned me. She turned me down at the time, uh, because she got caught off guard. But almost 20 years later, um, she got the courage and she called me back to give me an opportunity. It's been there ever since.
Speaker 1:Fantastic. I know that this is. I've learned so much Every time I talk to you guys. I learn so much of how you treat people and I guess you take it from the good book. You know treat people the way you'd like to be treated.
Speaker 4:Absolutely.
Speaker 5:It's better, because sometimes people don't treat us and sometimes we don't treat ourselves the way we deserve to be treated. So to treat people even better, which is the platinum route.
Speaker 4:DJ. I would say this too, though, and to add on back with Michelle, she's talking about the core value. Say this too, though, and to add on back with uh, michelle, she's talking about the core value. Um, it's, you know, part of the core values have to be something that it is.
Speaker 4:It's not come natural to you as well, because it's hard to if you're not a nice person. It's hard to be nice to people, especially overly nice, if you're not a helping person or a servant leadership type person. That's not your makeup. Not saying it can't be done, but what you find is you find yourself struggling against yourself, what you naturally don't line up against. So it does help that you know we really do just try to treat people how we want to be treated, and we're sincere in how we deal with not just our team members but even our customers, our day-to-day people we just come into contact with. We really do take a special effort to make sure that we're not just saying things, but living the core values even when we're not in work thing we put our hands into. It really is a reflection of character that Michelle has and I try to have myself, and that's why it makes it a little easier for our team because they see that we're an example of the cores and values that we would like for them to see.
Speaker 1:Well, I know one thing I can't thank you enough for being on Tow Professional On the Go podcast, because you two guys are a real gift to the industry and I hope and pray that our listeners have taken notes on some of the things. And I want to ask you if maybe after the Florida Toe Show you're going to be down in Florida. So can I ask you you know you've been there before what are some of the things you like at the Florida Toe Show?
Speaker 4:Really so many things I like at the Toe Show DJ.
Speaker 4:I think we've been going now about eight years and that's one of the first ones of the year, so we always get kick off One just to fellowship among other owners and other people. They have said we create some very, very valuable and great relationships being at the Toad Show. We love that, of course. We love the when Miller and them do the show and Jared and when they do the um, the live, live show, and then also they used to do a lot of classes, you know, whether it be through your motor clubs and different things like that are training on electrical vehicles and heavy training class and certification. So it's just really a opportunity. No, of course, is that or where Disney is at, but sometimes we take our daughter to Disney but I'm like, yeah, I want to get back to play with these trucks, as they say. So it really is a great opportunity and to kind of get a break and learn, find out what people are doing in different areas that you can bring back to help better build your business.
Speaker 1:What people are doing in different areas that you can bring back to help better build your business. Well, I agree with you, chuck 110%. I will be at the Florida Toe Show and listeners. I hope to see you at the Florida Toe Show. And Michelle, I cannot thank you and Chuck enough for being on the podcast. You were very, very kind to take some time away from your busy schedule to be on Pill Professional on the Go podcast.
Speaker 5:So, michelle, any parting word from you no, I just want to thank you for allowing us to share. We learn so much from each other. You know different towing companies. I'm always learning from other towing companies and so, um, you know, if we continue to do that, just that's change ideas. Um, that's, that's how our industry will continue to get better and better, and so I'm just grateful for the opportunity and grateful for you, dj, and your team, and look forward to seeing you in Florida.
Speaker 1:You got it. I'll see you guys in Florida. We'll be right back.
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Speaker 1:Welcome back listeners. Of course you're listening to the professional on the go podcast. I want to remind all of you to listen to and review and like and continue building up our audience. If you'd like to hear another professional like the Griffin Griffin, just dial our hotline number 706-409-5603, and we'll go from there and Darren and I will do our best to get them on the podcast. Darren, this is the closing shot. It was really some episode huh with the Griffin Griffin.
Speaker 2:Man, let me tell you it's something else. And also to bring back one of our great friends from industry, earl Johnson, who did the world's greatest tow truck volumes. I remember Michelle and Chuck telling you that that's where they got their idea from was to take all their trucks down to the Coliseum on a Sunday when it was closed and do a big photo shoot was from inspiration from Earl Jones. So, man, I tell you, this family DJ always had their pen and paper on them and from the beginning to now, if they saw something that would improve, they never stopped learning. They always kept the I can mentality and I think that's why there's a lot of people that would be glad to work for them at any time. That's why they keep their employees and their retention is through the roof. And what a fantastic job. Great job on this, on bringing these guests on, because Michelle and Chuck have been phenomenal.
Speaker 1:Yeah, I think, and it's you know, with your Christian background, their Christian background. They met in church, but it's so nice to see a family grow their business and use the best of the best. We're going to see them in Florida at the Florida Toe Show, so that'll be wonderful. You and I and Dave will break bread together down in Florida. We've already made arrangements. So, without further ado, Darren, if you could bring us home and thank the Lord like you do every time, Remind our listeners. We'll be at the Florida Toe Show, and Darren and I will be in Florida. We will be at the Toe Professional Magazine booth. Just come by. You don't know the booth number, though, do you, Darren?
Speaker 2:Oh man, I do Booth 369. It's funny, DJ. Everybody asks me every year are you going to be there? I've been there 13 years, so hey, guess what. We're going to be there. I've been there 13 years, so hey, guess what. We're going to be there again this year. That's $3.69.
Speaker 1:And if you say you saw it, you heard us on the podcast come by and get a free book from me on how money works, and it's free. Amazon has it for $19.95. But if you come by the booth, it's free. Man, I'll turn this over to you, my friend.
Speaker 2:Phenomenal offer DJ and a free book that will put money in your pocket. So you can't beat that. Just say you heard us on the show Well as always. I want to thank you, michelle and Chuck, for coming on sharing your story with us. It was phenomenal. I certainly hope our listeners took notes on that and can use this tidbit of information to help grow their business and maintain retention with their employees and make it a fun place to work again, as they say.
Speaker 2:But again, dear Heavenly Father, I just thank you for one this industry. I thank you for our vendors in it, for their mindset, for their work, for their inventions to promote safety and progression in our industry. And, dear Heavenly Father, I ask you continually keep your hand on this market. Keep your hand on our loved ones, our men and women of towing that are going out there with a servant's heart, that are taking care of our public and keeping the roads flowing, and bring them back home safe. Increase them financially, mentally, spiritually and always Lord for their service. And until next time, listeners, keep listening, let us know who you want to hear. We'll get those industry experts on Tow Professional, your resource for the towing and recovery industry. Until next time, god bless and be safe you.