Bennett: 5 Ways the Shop Can Support Their Team Through Personal Crises

Running a successful business involves much more than fixing cars, pleasing customers, and managing operations. It's about creating an environment where your team feels valued and supported—not just as employees, but as people. As a leader, you can set the tone for the team, and the culture you create determines whether your team merely works for you or truly stands by you. Your role is crucial to your team's professional growth and overall well-being. When a team member faces a personal crisis—whether it's a family emergency, a health issue, or financial hardship—how you respond can either help them feel secure and uplifted or add to their burden. How you show up during these times can make all the difference, turning challenges into moments that build trust, loyalty, and resilience.

Here are five powerful and practical ways to support your team during their toughest times and create a culture of genuine care and solidarity.

1. Foster Open Communication

Creating an environment where employees feel comfortable sharing their struggles is the foundation of genuine support. Not everyone will open up right away, and that’s okay—it’s up to you to build a culture that values openness. I’ve found that regular one-on-ones or check-ins— during the good times and when things seem tough—help create those open lines of communication. When an employee does come to you, listen with empathy. Let them know you’re there to help, no judgments. Sometimes, all someone needs is a safe space to talk.

2. Provide Flexible Solutions

Every crisis is different, and so is the kind of support that’s needed. One of the most impactful things you can do is offer flexibility. I’ve seen firsthand how adjusting someone’s schedule or allowing them to take a day off with short notice can significantly reduce their stress. Maybe they need to care for a family member or deal with personal matters—giving them the space to do so shows that you genuinely care. Make sure your team knows these options are available. You’ll find that giving flexibility gives you loyalty in return.

I remember a situation where one of our team members needed extra time off to care for a critically ill relative. The rest of the team came together and offered to share their paid time off (PTO) days so their teammate could take the additional time without worrying about losing income. It was a powerful moment that showed how much the team cared for each other and made everyone feel more connected. When you create a culture that encourages this kind of support, the loyalty and camaraderie among your team become unshakable.

3. Offer Emotional and Mental Health Resources

Life’s challenges can take a heavy toll on a person’s mental and emotional health. As a leader, it’s essential to acknowledge that. Consider offering access to counseling or employee assistance programs (EAPs). Even if your shop doesn’t have a formal program, sharing a list of local counselors, support groups, or hotlines can go a long way. Simply telling employees that it's okay to take a mental health day can be incredibly freeing for them. Let them know that their well-being matters just as much as any customer or car in the shop.

Although I caution that it can be a slippery slope, I had a situation where I, as the business owner, supported the cost of a few counseling sessions for a team member who was really struggling with grief and loss. At the time, the teammate had been with us for just a few years. We could have ignored the situation or terminated her as the situation was impacting her performance. Instead, we did what we believed was the compassionate thing, and proudly, we’ve just celebrated this teammate’s 20th anniversary with the company. This experience showed me that genuine care supports individuals in their most challenging times and builds loyalty and long-term commitment that benefits the entire team.

4. Show Compassion and Respect for Privacy 

Compassion is key, but so is respecting an employee's privacy. Not everyone wants the rest of the team to know what they're going through, and that's perfectly okay. Keep their situation confidential unless they explicitly ask for broader support. Small gestures—like offering to cover a shift, sending a note, or just checking in—can show that you genuinely care.

I remember one of my team members was going through a challenging situation. I offered to help with his workload, and though he didn’t take me up on it, he later told me how much it meant to know I had his back.

5. Rally the Team for Support

Sometimes, team support can make all the difference—but only if the person is comfortable with it. If they’re okay with sharing their situation, rally the team to help. This might mean organizing a small fundraiser, taking up a collection for groceries, or simply being there to cover shifts. It’s amazing to see what can happen when a team comes together for one of their own. Not only does it help the person in crisis, but it also strengthens the bond within your shop.

Showing empathy and offering support during an employee's crisis doesn't just help them—it helps your entire team become more resilient and loyal. When your employees know that you care about them as people, they're far more likely to stay committed to your shop, your culture, and the team. It's about creating a culture where everyone feels they belong, even during the hardest moments. This week, I challenge you to reach out to your team—not just to talk about work but to check in on how they're doing personally. You might be surprised at how much those simple conversations can mean.

By fostering open communication, providing flexibility, offering mental health resources, and showing compassion, you create a workplace where people can thrive, no matter what life throws their way. Let’s build shops that serve customers and support the people who make it happen.

If you have thoughts or want to share how you support your team, I'd love to hear from you. Feel free to reach out to me at [email protected].