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Ron Henson

Ron Henson Director, Dealership Strategy & Development

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Consider Using an Employee Satisfaction Survey in Your 2015 Planning

As we approach the halfway point of Q4, I imagine that many of you are scheduling inventory audits in the parts and sales departments and getting ready to have your 2015 forecast meetings to discuss the plans for making next year even better.  I would like to propose the idea of making an anonymous Employee Satisfaction Survey part of your planning process for 2015.

Now, let me begin by warning you that the results and comments that come from this exercise will most likely be painful and humbling, but the good that can come for your management team will far outweigh the pain.  I did this in my dealership back in Q4 of 2006.  I broke up the surveys into 3 groups, Fixed Ops personnel, Variable Ops personnel, and Management.  I wanted to hear from the people who made things happen in my store each and every day and there wasn’t anything off limits due to the anonymous nature of the survey. 

  • Was it painful?  YES 
  • Did I hear about things that I had no idea were going on in my store? YES 
  • Did some of the comments make me angry?  YES
  • Was I able to make improvements based on the survey feedback? YES, YES, YES!

So, why do this?  Why expose yourself to the ugly underbelly of employee dissatisfaction?  There are certainly tangible benefits that can really help you, your team, and your dealership be better.

  1. Your team is more invested than you think and the survey will identify areas where the dealership is doing well.
  2. Your management team, no matter how good you currently are, will benefit from a strong dose of reality.
  3. Your team will take pride in the fact that they can be heard and it will increase their commitment level.
  4. Surveys will help establish accountability in your store.
  5. Taking action on survey results can improve morale.

 

These are just a few of the benefits of going through the process of conducting an employee survey at your dealership.  I’m confident that you could think of many more and that you can use the results to improve your team’s performance in 2015.

Good luck!

 

Ron Henson is the Director of Dealer Services for DrivingSales & DrivingSales University.  Prior to joining the DrivingSales team he spent over 20 years in the retail side of the industry, most recently as the General Manager of a very successful Honda dealership.  Ron is an accomplished Dealership Operations expert and trainer and has a passion for the car business that he willingly shares by speaking at many industry events, conferences and 20 Groups in the US & Canada.

He is an avid sports enthusiast and spends much of his free time watching his kids play football and soccer.  Ron resides in Bountiful, UT with his wife of 23 years and his 3 children.

Sean Gibson
The only thing stopping me from going ahead with a survey is finding a provider or having the right questions to ask...any suggestions?
John Fischer
We fave surveyed our employees on the past through our GM SFE agreement with GM. However they have discontinued that as a part of our SFE program. What recomened provider do you sugust. GM used Maritz but they are expensive.
David Nathanson
One of my partners has an excellent tool for this called the Horsepower Survey, much more than just the routine employee climate survey but easily and quickly identifies the emotional aspects of employee engagement. He was just published in F&I Showroom, He can be reached at paul@motormindz.com

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