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.

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.

In my 20+ years in automotive retail I was always a firm believer in the notion that the dealerships that spent the most time training their employees were the ones that would thrive rather than simply survive.  I am still a believer in that way of thinking, but with the caveat of “Training for Sustaining.”

What do I mean by that?  Sometimes as a dealer executive it’s possible to get caught up in the egocentric method of training.  Have you ever had a conversation with someone that you could immediately tell really enjoyed hearing themselves speak?  I’m sure it is gratifying to them, but not so much for the person at the other end of the conversation. 

When preparing to conduct a training meeting of any kind (i.e. sales meeting, managers meeting, staff meeting etc.) it is imperative that we keep the best interests in mind of those that will be in attendance. 

• What is the intended outcome of the training?
• Who are the participants?
• Is this session an open forum or lecture style?
• Does the topic have relevance to all those in attendance?
• Do I carry enough credibility on the topic to conduct the training session?

One thing is certain; conducting a training session is much like delivering a speech or performing stand-up.  You have to capture your audience’s attention quickly and show them that their favorite radio station (WIIFM…What’s In It For Me) is broadcasting loud and clear.  Illustrate that the training topic will accomplish one or more of the following:

• Make them more money
• Make their job easier
• Increase customer satisfaction
• Increase employee satisfaction
• ALL OF THE ABOVE

There is little doubt that once your meeting attendee’s realize that there is a benefit to attending the meeting other than being there because you told them to, your training effectiveness will increase right along with your bottom line.

In my 20+ years in automotive retail I was always a firm believer in the notion that the dealerships that spent the most time training their employees were the ones that would thrive rather than simply survive.  I am still a believer in that way of thinking, but with the caveat of “Training for Sustaining.”

What do I mean by that?  Sometimes as a dealer executive it’s possible to get caught up in the egocentric method of training.  Have you ever had a conversation with someone that you could immediately tell really enjoyed hearing themselves speak?  I’m sure it is gratifying to them, but not so much for the person at the other end of the conversation. 

When preparing to conduct a training meeting of any kind (i.e. sales meeting, managers meeting, staff meeting etc.) it is imperative that we keep the best interests in mind of those that will be in attendance. 

• What is the intended outcome of the training?
• Who are the participants?
• Is this session an open forum or lecture style?
• Does the topic have relevance to all those in attendance?
• Do I carry enough credibility on the topic to conduct the training session?

One thing is certain; conducting a training session is much like delivering a speech or performing stand-up.  You have to capture your audience’s attention quickly and show them that their favorite radio station (WIIFM…What’s In It For Me) is broadcasting loud and clear.  Illustrate that the training topic will accomplish one or more of the following:

• Make them more money
• Make their job easier
• Increase customer satisfaction
• Increase employee satisfaction
• ALL OF THE ABOVE

There is little doubt that once your meeting attendee’s realize that there is a benefit to attending the meeting other than being there because you told them to, your training effectiveness will increase right along with your bottom line.

How many times have you returned to the dealership from a 20 Group meeting or factory conference with a list of fantastic ideas that you want to put before your team to get "Buy In" from the troops, only to hear doubt and complaints?  

     "That won't work in our market."  

     "Our staff won't embrace that idea."

     "The way we do it works, so why change it?"

Have you ever considered the possibility that your team doesn't want to embrace new ideas, processes, marketing, or training because they don't want the DP or GM to have an accurate measurement tool of exactly how much they aren't doing?  If you institute a new way of tracking floor traffic, internet traffic or service traffic that really gives accurate data of the number of opoortunites that are slipping through the cracks, it will certainly eliminate some comfort zones, but it will definitely improve performance.

Food for thought.

How many times have you returned to the dealership from a 20 Group meeting or factory conference with a list of fantastic ideas that you want to put before your team to get "Buy In" from the troops, only to hear doubt and complaints?  

     "That won't work in our market."  

     "Our staff won't embrace that idea."

     "The way we do it works, so why change it?"

Have you ever considered the possibility that your team doesn't want to embrace new ideas, processes, marketing, or training because they don't want the DP or GM to have an accurate measurement tool of exactly how much they aren't doing?  If you institute a new way of tracking floor traffic, internet traffic or service traffic that really gives accurate data of the number of opoortunites that are slipping through the cracks, it will certainly eliminate some comfort zones, but it will definitely improve performance.

Food for thought.

Toyota staged a Hollywood-style party with celebrity chefs, performance artists and acrobatics to introduce the redesigned 2014 Corolla Thursday in California. Here's a look at what journalists, bloggers, social media and analysts have to say about the all-new compact.

"The 11th generation ... brings a clean-sheet redesign to the Corolla nameplate. Underneath the crisp, modern bodywork is a new chassis that stretches the wheelbase by close to 4 inches to boost interior space. And yet the front and rear overhangs are shorter, so the overall look is more taut. Extensive use of high-strength steel has kept the weight below 2900 pounds, no matter how much optional equipment a buyer selects. In our recent test of compact sedans, not one of the Corolla's competitors managed to tip the scales at less than 2900 pounds, so that's an impressive number."

-- John Voelcker, guest blogger for The Christian Science Monitor

"The new Corolla aims for a more distinctive look than the current car, with a front end and headlights that borrow their angular looks from the recently-launched Camry sedan ... The current Corolla is among the oldest entries in a competitive segment, but the car has continued to sell comparatively well, albeit with more reliance on sales to rental car fleets ... Toyota could face a challenge if it tries to significantly raise the price of the 2014 model compared with the 2013, which starts at just over $17,000 -- about $1,000 less than the cheapest Honda Civic."

-- Joe White of The Wall Street Journal

"Excellent fuel economy and top-notch reliability have historically made the Corolla one of our top-Rated, if somewhat boring compact sedans. The new model looks like it has the potential to build on those strengths, in a more interesting package."

-- Jim Travers of Consumer Reports

"What do you do with a car that is approaching sales of 40 million globally since its introduction 47 years ago? Don't mess it up, and don't forget the competition. The overhaul speaks to Toyota's recognition that it can no longer top the sales charts in the hyper-competitive small car segment by just popping out another vanilla Corolla. As part of a larger corporate movement, Toyota has sought to inject an athleticism into the car, in both looks and driving dynamics, that will stir consumer emotions. That will be needed to match recently redesigned compacts from Hyundai, Ford, Honda and Chevrolet."

-- Jerry Hirsch of the Los Angeles Times

"The new Corolla stretches both the wheelbase and overall length by four inches -- with three inches more rear legroom -- and that could boost Corolla's appeal not only in the U.S., but in fast-growing markets such as China where big back seats particularly are prized."

-- Chris Woodyard of USA Today

"The 2014 Corolla is certainly less milquetoast than the car it replaces. For one, with a Big Mouth Billy Bass front end it recalls a less chrome-laden Avalon. Creases and bulges outline the rest of the car, reminiscent of the Furia concept wrapped around Batman's Tumbler. Perhaps in a bit of youthful baiting, those black and silver wheels on the Corolla S are directly reminiscent of the Scion FR-S. We may be forgiven for thinking that some of its truck-like blockiness may indicate a greater tie-up with Subaru -- namely, the equally blocky XV Crosstrek -- than previously thought ... Big news up front: LEDs are standard across all models, allowing for lighter and smaller headlights ... The Corolla's Avalon theme continues on the inside with a dashboard that almost exactly mimics that of its larger brethren."

-- Blake Z. Rong of Autoweek

"Among the plethora of features on the 2014 Corolla, two stand out as particularly interesting: Headlights that use light-emitting diodes, or LEDs, and a new continuously variable transmission that mimics a conventional seven-speed automatic. Normally LED headlights, prized for their energy efficiency and compactness, are found mostly on luxury cars. But in less expensive vehicles, they are usually only used in daytime running lights, turn signals and taillights. The 2014 Corolla is the first compact car in its segment to use them for the low beams in the headlights, too."

-- Matthew de Paula, a contributor at Forbes.com

"The new-for-2014 Toyota Corolla is a clear indication that Toyota is putting additional emphasis on interior and exterior design. As other manufacturers approach Toyota's high level of quality and reliability, Toyota execs obviously realize that styling and design are going to be more and more important as key differentiators."

-- Jack R. Nerad, executive editorial director of Kelley Blue Book

The 2014 Toyota Corolla

"In the first big test of its push for sharper styling, Toyota Motor Corp. revealed a redesign of its top-selling Corolla with knife-edge creases, a gaping, trapezoidal grille and a sports sedan slant. The new look is aimed at adding a dash of style to the compact car, without dramatic changes that could alienate mainstream customers. The new Corolla takes its cues from Honda Motor Co.'s Civic, which outsold Corolla in the U.S. last year, and Ford Motor Co.'s Focus, which is swiping market share from Toyota in the U.S. and abroad. While Toyota President Akio Toyoda is pushing his designers to move away from the staid styling derided by critics, the new Corolla is a modest step in that direction. The car is carefully calibrated to appeal to loyalists and the style-conscious by offering improved fuel economy and a less-edgy design than the Furia concept car Toyota showed in January."

-- Alan Ohnsman of Bloomberg

"Inside, the Corolla has been stretched, padded and pulled upscale, with the rear hip point moved back almost three inches. The changes offer improved rear leg room and a flatter rear floor because of rerouting of the exhaust system. Interior trim is tastefully utilitarian, with gloss-black and metallic panels as well as blue, black or amber pinstripe accents. There will be no animals harmed in the Corolla interior: fabric choices are cloth and SofTex, a pleatherlike substance ... With nearly 40 million Corollas sold since the car's debut in the '60s, the Corolla is as much a social movement and a vital part of the American carscape as it is a mere automobile. If the past is any guide, we can be reasonably certain that there will soon be hundreds, thousands and then millions of these 11th-generation Corollas everywhere we drive. And because of Toyota's newly emboldened designers, they could be far less forgettable than the many, many Corollas that have come before."

-- Dexter Ford in The New York Times

"They have rightfully been accused of making the Corolla one of the most boring cars out there . Finally, they have come up with style that is contemporary and a style [that drivers won't feel] sentenced to drive ... They are checking all the right boxes."

-- George Peterson, president of AutoPacific, in USA Today

"The new Corolla promises to be sportier and more efficient, but away from the driving experience the big story is its styling, which adopts the heavy-breather look we know from the Avalon. This is interesting, and a big departure for the Corolla, which had been outdone in the visual interest department by disposable razors. The 11th-generation Corolla has a scowling, jut-jawed appearance and hawkeyed lamp clusters that feature standard LED headlights, the first compact sedan so equipped. This dramatic face, with cheeks creased sharply for airflow management, leads the way to a remarkably slippery coefficient of drag. Rated at 0.28, the Corolla rivals the Prius for aerodynamic efficiency and is among industry leaders."

Toyota staged a Hollywood-style party with celebrity chefs, performance artists and acrobatics to introduce the redesigned 2014 Corolla Thursday in California. Here's a look at what journalists, bloggers, social media and analysts have to say about the all-new compact.

"The 11th generation ... brings a clean-sheet redesign to the Corolla nameplate. Underneath the crisp, modern bodywork is a new chassis that stretches the wheelbase by close to 4 inches to boost interior space. And yet the front and rear overhangs are shorter, so the overall look is more taut. Extensive use of high-strength steel has kept the weight below 2900 pounds, no matter how much optional equipment a buyer selects. In our recent test of compact sedans, not one of the Corolla's competitors managed to tip the scales at less than 2900 pounds, so that's an impressive number."

-- John Voelcker, guest blogger for The Christian Science Monitor

"The new Corolla aims for a more distinctive look than the current car, with a front end and headlights that borrow their angular looks from the recently-launched Camry sedan ... The current Corolla is among the oldest entries in a competitive segment, but the car has continued to sell comparatively well, albeit with more reliance on sales to rental car fleets ... Toyota could face a challenge if it tries to significantly raise the price of the 2014 model compared with the 2013, which starts at just over $17,000 -- about $1,000 less than the cheapest Honda Civic."

-- Joe White of The Wall Street Journal

"Excellent fuel economy and top-notch reliability have historically made the Corolla one of our top-Rated, if somewhat boring compact sedans. The new model looks like it has the potential to build on those strengths, in a more interesting package."

-- Jim Travers of Consumer Reports

"What do you do with a car that is approaching sales of 40 million globally since its introduction 47 years ago? Don't mess it up, and don't forget the competition. The overhaul speaks to Toyota's recognition that it can no longer top the sales charts in the hyper-competitive small car segment by just popping out another vanilla Corolla. As part of a larger corporate movement, Toyota has sought to inject an athleticism into the car, in both looks and driving dynamics, that will stir consumer emotions. That will be needed to match recently redesigned compacts from Hyundai, Ford, Honda and Chevrolet."

-- Jerry Hirsch of the Los Angeles Times

"The new Corolla stretches both the wheelbase and overall length by four inches -- with three inches more rear legroom -- and that could boost Corolla's appeal not only in the U.S., but in fast-growing markets such as China where big back seats particularly are prized."

-- Chris Woodyard of USA Today

"The 2014 Corolla is certainly less milquetoast than the car it replaces. For one, with a Big Mouth Billy Bass front end it recalls a less chrome-laden Avalon. Creases and bulges outline the rest of the car, reminiscent of the Furia concept wrapped around Batman's Tumbler. Perhaps in a bit of youthful baiting, those black and silver wheels on the Corolla S are directly reminiscent of the Scion FR-S. We may be forgiven for thinking that some of its truck-like blockiness may indicate a greater tie-up with Subaru -- namely, the equally blocky XV Crosstrek -- than previously thought ... Big news up front: LEDs are standard across all models, allowing for lighter and smaller headlights ... The Corolla's Avalon theme continues on the inside with a dashboard that almost exactly mimics that of its larger brethren."

-- Blake Z. Rong of Autoweek

"Among the plethora of features on the 2014 Corolla, two stand out as particularly interesting: Headlights that use light-emitting diodes, or LEDs, and a new continuously variable transmission that mimics a conventional seven-speed automatic. Normally LED headlights, prized for their energy efficiency and compactness, are found mostly on luxury cars. But in less expensive vehicles, they are usually only used in daytime running lights, turn signals and taillights. The 2014 Corolla is the first compact car in its segment to use them for the low beams in the headlights, too."

-- Matthew de Paula, a contributor at Forbes.com

"The new-for-2014 Toyota Corolla is a clear indication that Toyota is putting additional emphasis on interior and exterior design. As other manufacturers approach Toyota's high level of quality and reliability, Toyota execs obviously realize that styling and design are going to be more and more important as key differentiators."

-- Jack R. Nerad, executive editorial director of Kelley Blue Book

The 2014 Toyota Corolla

"In the first big test of its push for sharper styling, Toyota Motor Corp. revealed a redesign of its top-selling Corolla with knife-edge creases, a gaping, trapezoidal grille and a sports sedan slant. The new look is aimed at adding a dash of style to the compact car, without dramatic changes that could alienate mainstream customers. The new Corolla takes its cues from Honda Motor Co.'s Civic, which outsold Corolla in the U.S. last year, and Ford Motor Co.'s Focus, which is swiping market share from Toyota in the U.S. and abroad. While Toyota President Akio Toyoda is pushing his designers to move away from the staid styling derided by critics, the new Corolla is a modest step in that direction. The car is carefully calibrated to appeal to loyalists and the style-conscious by offering improved fuel economy and a less-edgy design than the Furia concept car Toyota showed in January."

-- Alan Ohnsman of Bloomberg

"Inside, the Corolla has been stretched, padded and pulled upscale, with the rear hip point moved back almost three inches. The changes offer improved rear leg room and a flatter rear floor because of rerouting of the exhaust system. Interior trim is tastefully utilitarian, with gloss-black and metallic panels as well as blue, black or amber pinstripe accents. There will be no animals harmed in the Corolla interior: fabric choices are cloth and SofTex, a pleatherlike substance ... With nearly 40 million Corollas sold since the car's debut in the '60s, the Corolla is as much a social movement and a vital part of the American carscape as it is a mere automobile. If the past is any guide, we can be reasonably certain that there will soon be hundreds, thousands and then millions of these 11th-generation Corollas everywhere we drive. And because of Toyota's newly emboldened designers, they could be far less forgettable than the many, many Corollas that have come before."

-- Dexter Ford in The New York Times

"They have rightfully been accused of making the Corolla one of the most boring cars out there . Finally, they have come up with style that is contemporary and a style [that drivers won't feel] sentenced to drive ... They are checking all the right boxes."

-- George Peterson, president of AutoPacific, in USA Today

"The new Corolla promises to be sportier and more efficient, but away from the driving experience the big story is its styling, which adopts the heavy-breather look we know from the Avalon. This is interesting, and a big departure for the Corolla, which had been outdone in the visual interest department by disposable razors. The 11th-generation Corolla has a scowling, jut-jawed appearance and hawkeyed lamp clusters that feature standard LED headlights, the first compact sedan so equipped. This dramatic face, with cheeks creased sharply for airflow management, leads the way to a remarkably slippery coefficient of drag. Rated at 0.28, the Corolla rivals the Prius for aerodynamic efficiency and is among industry leaders."