It's not a secret, untrained and disengaged employees cause the majority of customer experience issues. They hurt your store's brand and take up too many resources when you try to fix it: your time, money, inventory, etc. We call it putting out the fires. But if you don't have processes in place to train, develop, and engage your employees, you are adding to the fires you're constantly trying to put out.  

It's easy to blame our people, however, if you learned anything from Jocko Willink and Leif Babin, from their book Extreme Ownership, "Good leaders don't make excuses. Instead, they figure out a way to get it done."

The best news, you don't have to start from scratch. Corporate America has already figured out how to train and engage the modern workforce. It's a process and in dealerships, we are great at executing processes. Don't just toss it into the fire, make it a priority and watch your organization and your people soar.

Now go LEAD!