Entitled, Complacent, Untouchable Sacred Cows!

I just completed an automotive case study that highlights the challenge of managing entitled and complacent employees. During the interview phase of this study, I spoke to executive leaders, middle managers, salespeople, and industry talent experts. All of them agreed that this challenge is a major issue for dealers across America. Have you heard this? Maybe you have even made this statement yourself.

Every example of entitlement and complacency that was shared with me during this study pointed to two primary contributors: lack of acknowledgement and lack of validation at all levels. The employee’s internal voice says, “If my strengths and contributions aren’t good enough for you, then screw you.” This is called the “quit-and-stay” employment option. My research showed that these employees did not consciously view themselves as better than the rest, nor did they consciously feel that they were someone special or should be shown special treatment. Their complacent and entitled behavior was showing up as the result of an undesirable thought, causing them to feel like their contribution had no value. So they quit showing up authentically and stayed to collect a paycheck!

What solution has your dealership implemented to eliminate the "Quit and Stay" employment option?

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Replies to This Discussion

Permalink Reply by Bobby Compton on April 19, 2012 at 8:10am

A most excellent share, Renee!

If the top level leaders aren't giving the bottom level performers and everyone in between the attention it takes to learn and grow, and they are as you stated; "complacent, untouchable and sacred cows" then everyone from the bottom up is cheated out of that golden opportunity to groom into that special difference maker for tomorrow.

It always starts from the top, speed of the team is speed of the leader!

Permalink Reply by Craig Lockerd on April 19, 2012 at 8:17am

Renee I really like the way this subject was researched by you ...it's a must read I believe for every car person on dE,thanks for your insight and hard work on this subject!

Permalink Reply by Craig Lockerd on April 19, 2012 at 8:37am

Amen to that,Bobby!

Bobby Compton said:

A most excellent share, Renee!

If the top level leaders aren't giving the bottom level performers and everyone in between the attention it takes to learn and grow, and they are as you stated; "complacent, untouchable and sacred cows" then everyone from the bottom up is cheated out of that golden opportunity to groom into that special difference maker for tomorrow.

It always starts from the top, speed of the team is speed of the leader!

Permalink Reply by Bob Gaber on April 19, 2012 at 8:45am

Renee, this is so true. I communicate with many dealerships in the course of the year and you are spot on. This really is the trickle down theory. If you get a chance, look at some of the studies done by Tom Peters in ohter businesses. Very simliar.

Permalink Reply by John Hamby on April 19, 2012 at 9:06am

Power of suggestion is a very powerful thing! Bobby, your comment is dead on! Working in the business it's often that the leadership is not by example, more of a "say as I say, not as I do" type of mentality. Great job, Renee!!

Permalink Reply by Abe Hopper on April 19, 2012 at 10:13am

Continuous improvement, of the sales team, through an ongoing, disciplined, training program is the key to the elimination of the “quit-and-stay” mentality. If the entire sales team is participating in self improvement training, by helping one another in sales/ product training, then a “purpose driven life” mentality becomes the dominate trait. I would like to hear a sales meeting start like this: “ Okay people ... what did you learn from your study group team this week ? ”

Permalink Reply by Ernie Kasprowicz on April 19, 2012 at 10:29am

Thank you for delving into this topic and providing solutions. Retention of employees is a challenge within the industry and generally seems to be the "other guys" problem. I believe your solution for management and salespeople alike of; "By helping your employees to identify their personal values, they will become better equipped to avoid the pitfalls of experiencing an internal value conflict. In addition, they will be more prepared to incorporate their values into their own personal brand strategy, showing up at work prepared to leverage their authentic self. By creating a culture of engaged employees who are fully involved in, and enthusiastic about their work, each person will begin to act in a way that furthers the organization's interests, as well as their own. Also, having a personal brand statement for each employee is equally as important as the company's mission statement. When we clearly know our direction, we rarely have to listen for the word "recalculating"" is the first step in building an effective, responsible and motivated team.

Permalink Reply by Renee Stuart on April 19, 2012 at 1:36pm

Very true Bobby! Thank you for sharing your insight...

Dealers need to invest in human capital, and If your dealership doesn't offer succession planning, then create your own. If the high potential talent at your store does not have "Top Down" support, then those high potentials need to take responsibility for their own success and Invest in themselves.

Bobby Compton said:

A most excellent share, Renee!

If the top level leaders aren't giving the bottom level performers and everyone in between the attention it takes to learn and grow, and they are as you stated; "complacent, untouchable and sacred cows" then everyone from the bottom up is cheated out of that golden opportunity to groom into that special difference maker for tomorrow.

It always starts from the top, speed of the team is speed of the leader!

Permalink Reply by Renee Stuart on April 19, 2012 at 1:57pm

I couldn't agree more Abe. Thank you for sharing...

Imagine what your dealership could gain If all the high potentials in your dealership, or dealer group, gathered once a month in a "MasterMind" group and shared their success stories with each other - collaborating and supporting one another in personal and professional growth. I believe that would not only create a sense of belonging and contribution, but would reduce turn over and increase the bottom line profit.

I've created a "MasterMind" program designed for automotive high potential. If your interested in collaborating on this project with me I welcome your call. 503-303-4699

Abe Hopper said:

Continuous improvement, of the sales team, through an ongoing, disciplined, training program is the key to the elimination of the “quit-and-stay” mentality. If the entire sales team is participating in self improvement training, by helping one another in sales/ product training, then a “purpose driven life” mentality becomes the dominate trait. I would like to hear a sales meeting start like this: “ Okay people ... what did you learn from your study group team this week ? ”

Permalink Reply by Renee Stuart on April 19, 2012 at 2:03pm

Thank you for the feedback Bob. I'll be sure to check out Tom Peters, too.

Bob Gaber said:

Renee, this is so true. I communicate with many dealerships in the course of the year and you are spot on. This really is the trickle down theory. If you get a chance, look at some of the studies done by Tom Peters in ohter businesses. Very simliar.

Permalink Reply by Renee Stuart on April 19, 2012 at 2:27pm

Thanks for sharing Ernie. Employee retention is critical in so many ways, and the cost of turn over is insane... (find out how much turnover is costing your store)

The fact is, engaged employees don't leave. In order to create engagement, two key factors need to identified.

Ability (the "What" factor)
Willingness (the "Why" factor)

Most of our industries talent has the ability; skills, knowledge and capability to perform the job. But more often disengagement occurs because of willingness; having the buy-in and motivation to become successful.

Buy-in: What's in it for me
Motivation: Living in alignment with my values, principles, beliefs, etc.

As leaders [and] Independent Professional, we all need to seek to understand what motivates us and our people. What are our "values"? What system do we use to guide us? What do you want to be known for?

Ernie Kasprowicz said:

Thank you for delving into this topic and providing solutions. Retention of employees is a challenge within the industry and generally seems to be the "other guys" problem. I believe your solution for management and salespeople alike of; "By helping your employees to identify their personal values, they will become better equipped to avoid the pitfalls of experiencing an internal value conflict. In addition, they will be more prepared to incorporate their values into their own personal brand strategy, showing up at work prepared to leverage their authentic self. By creating a culture of engaged employees who are fully involved in, and enthusiastic about their work, each person will begin to act in a way that furthers the organization's interests, as well as their own. Also, having a personal brand statement for each employee is equally as important as the company's mission statement. When we clearly know our direction, we rarely have to listen for the word "recalculating"" is the first step in building an effective, responsible and motivated team.

Permalink Reply by Pat Kirley on April 19, 2012 at 7:14pm

Hi Renee
I love your "quit and stay" although sometimes it the person not the dealership that causes the attitude. They don't have drive or a winning outlook on life. Some dealerships are the source of their own problems and grow this attitude inhouse. Dealerships need to sell themselves to the staff as well as the consumer. Remind the staff of the advantage of working for ABC Motors, great pay plan, bonus cars, unlimited earnings, training and make them feel important.

Thanks for sharing