The first time I came across the term MBWA was in one of my  college text books over 40 years ago. Admittedly, I felt the author was  attempting humor to describe an unprofessional approach to managing a  business and communicating with company associates. Little did I realize at the time, that this would be the most important management tool I  would use in my career as a dealership manager and owner.

Employee turnover has plagued the automobile industry for decades. Many articles have been written relative to poor hiring practices in dealerships as  the primary reason for high turnover rates. Although typically,  dealership hiring managers have little or no formal training in  interviewing and hiring techniques, I believe there are more underlying  causes to turnover than simply bad hiring. First and foremost, initial  and ongoing training are essential to every position in the dealership.  Lack of training is certainly a major contributor to poor performance  and turnover. However, usually, the number one reason given in exit  interviews for an employee's departure is lack of care and concern by  management. This could have taken form when managers consistently do not show recognition for a job well done, or are not cognizant of an  employees significant problems outside the workplace, or do not lead by  example or simply just have never taken the time to find out more about  the employee.

Management by wandering around refers to the  practice of managers walking through the dealership on a random basis  interfacing with employees, observing the facility and equipment,  speaking with customers, inspecting processes and overall assessing  every aspect of business. The emphasis is on the word wandering as an  impromptu rather than expected visit. Although somewhat casual in  nature, it is important that it is accomplished with specific  guidelines:

1) It should be done as often as possible.It sends a  very positive message to employees that the manager is involved in  his/her business and is truly interested in the employees work and  well-being. Furthermore, it sends a signal that the manager is not "too  good" to spend time with them.

2) Ask questions, the most  important of which might be "how can I assist you or what else to you  need to do your job efficiently?" You must make sure that you will get  back to them in a timely fashion with a response, regardless of the  outcome of their request. This is best within 48 hours. Find out about  their families or special interests outside of work. Be sure to listen  carefully, take notes if necessary and tune into the tone of their  replies.

3) If at all possible, try out their work. It will give  you a lot more insight into the skill level needed by the employee to  accomplish their jobs. It will also continue to demonstrate that you are not beyond doing the same tasks and put you on their level.

4)  Share good news with them about the company. What better form of company communication is there than personal contact, especially when there is  good news to announce.

5) Catch them in the act of doing something good. Most employees will expect that you are there to be critical.  Look for victories rather than failures. Congratulating them on a job  well done will obviously be a welcome surprise.

6) Do not be critical.

7) Do your MBWA alone. It is more powerful when a manager does this by  themselves. It encourages more honest dialogue and speaks directly about your personal commitment to the idea.

8) Have fun. This is also a chance to lighten it up a little. Yes, you are human and they should  know it. this will give you a chance to show your softer side without  being disrespectful. It also shows employees that work can be fun and  that you enjoy what you do.

In summary, when you make MBWA an  ongoing daily practice, you will gain additional respect from your  employees and customers. You will begin to see your business from  different eyes, those of your employees. It will give you much greater  insight into your business well as potentially get answers from them to  issues that may have eluded you.