Many dealerships are focusing and investing in fixed operations. They are adding high tech equipment, expanding service bays implementing growth strategies and extending hours to meet the demand of the customers. All of these for the most part are necessary and will provide bottom line improvement but I warn you, the time is now, more than ever to focus on your people.
It is the people within your store that provide the experience that customers remember and want to come back. It is the people that build the relationship with your customer. Customers come to see Jim in service – not the brick and mortar or fancy alignment checker in your service drive.
I bring this up because our people see the financial investment being made on specialty equipment and space, but in return they are asked to work longer hours and handle more responsibility and duties. I understand the “tools” put in place are there to help improve profit that in return allows them to make more money. Adding more space allows more cars to flow through the shop that in return helps the advisor improve their customer satisfaction scores, end result make more money. So these tools are actually put here to help everyone achieve higher customer satisfaction and increased income potential.
So why don’t a majority of our employees see it this way? It’s simple, as an industry we typically do not do a good job of communication and performance acknowledgement. Our people want to feel the love and be recognized for their efforts.
Here are some tips that will help communication within your employees and ways you can praise and acknowledge your team’s efforts.