Sometimes you have to get rid of a bad apple. This article is an oldie, but goodie from our archives.
-by Sally Whitesell for AutoSuccess Magazine.
Terminating someone is never pleasant and not to be taken lightly. As a former service manager I only had to fire one service advisor -and I did not make that decision lightly. However, in most cases it is the employee’s choice to get fired. What do I mean? Certainly it’s the manager’s responsibility to train employees and develop processes. But anyone with experience in training will tell you that some people refuse to follow processes, try new things and step outside of their comfort zone. Employees often resist change because they think their way is best, they have of the fear of failure, or they just don’t care enough about their performance to make the effort. It is their choice!
If you analyze the limitations that come from such attitudes this becomes apparent: These people are deciding how profitable your service department is going to be.
When you invest in training, tools and processes for your store, you can’t allow one person to ignore your efforts and goals for the department. They will lead everyone else to believe that participation is optional. In a manner of speaking, they just fired you as a teacher, decision maker and a leader in front of all of the other advisors. This attitude spreads like a virus. When this happens, the advisors are the ones running the drive, and therefore they will be the ones who decide how much money you will make. We can only hope they’ll choose good processes, but usually they choose based on their individual comfort zones. They are running their own business within your business, which causes confusion to your customers and lost revenue for the department.
Whenever any employee is allowed to ignore company policies and mandatory processes your authority as a leader is diminished to the point of being completely ineffective. This means any investment you have made in training is wasted.
In order to implement training and start new processes that have been proven to generate profits, it has to be all or nothing. There are a few important steps that are imperative to getting desirable results.
Now are you ready to take charge of your department’s growth and be personally responsible for overseeing that your procedures are followed on your drive? Our goal is always to develop new talent but if you have one bad apple, you know what to do. As Benjamin Franklin said, “The rotten apple spoils his companion.” Sometimes letting that apple/advisor go will open the door to new growth for the rest of your team.
cc flickr photo by Richard Giles
Sally Whitesell is President of sw Service Solutions, which offers in-store training nationwide and Fixed Ops University; engaging online training for managers and service advisors. Sally brings over 21 years of on-the-drive experience to her training, seminars and books, which include her highly sought after “What Drives Women?” program and her book, “Words That Sell Service.” And new for 2019: the ultimate sales tool: the sw Service Solutions Maximizing Menu.