Contrary to what one might expect, working closely with people that you care about deeply doing something you’re all fiercely passionate about, can cause sometimes lead to friction.
In the bustling environment of a car dealership, where leadership can be the defining factor between success and stagnation, it's important to consider every angle, perspective and critcism.
Drawing inspiration from Will Guidara's "Unreasonable Hospitality," we explore how his insights into leadership, teamwork, and excellence can transform the car dealership experience.
Turn Toward Tension
Guidara observes, “While we’d gotten to the point where everyone who worked at EMP was pushing for the same result...we didn’t always agree on the best way to achieve it.” In a dealership, similar tensions arise when sales, service, and administration teams clash over different priorities and processes. Turning toward this tension, rather than away, means embracing these differences to foster innovation and find solutions that align with the dealership’s overarching goals. It’s about using these moments as opportunities for growth and learning, ensuring that every team member feels heard and valued.
Don’t Go to Bed Angry
The principle that “people usually want to be heard more than they want to be agreed with” holds significant weight in the fast-paced dealership environment. Ensuring open lines of communication and resolving conflicts before they escalate can prevent resentment and maintain a positive workplace culture. This approach encourages staff to address issues head-on with respect and understanding, paving the way for stronger relationships and a more cohesive team.
Find the Third Option
In the quest for compromise, Guidara suggests looking for solutions that don’t require one party to concede fully to another. For dealerships, this means when a salesperson and a finance manager disagree on customer financing options, instead of pushing for one perspective over the other, they could work together to find a creative solution that satisfies all parties, including the customer. This approach fosters a culture of collaboration and innovation, critical in the ever-evolving automotive sales industry.
Concede the Win
Guidara’s advice to “decide that whoever cares more about the issue can have their way” speaks volumes about choosing battles wisely and focusing on the larger picture. In a dealership, this might mean a service manager allowing a technician to pursue an unconventional repair strategy they believe in strongly. This not only empowers the technician but can also lead to discovering new best practices that benefit the entire service department.
Praise and Criticism: The Dual Engines of Growth
Guidara emphasizes the balance between praise and criticism, noting, “Praise is affirmation, but criticism is investment.” In a dealership setting, recognizing the achievements of sales and service teams publicly can significantly boost morale. Simultaneously, constructive criticism, offered in a manner that shows care for personal and professional growth, can help individuals and teams improve and excel. It’s about building a culture where feedback is seen as a tool for development, not a weapon for disparagement.
Leveraging External Affirmation
The concept of “leveraging as much external affirmation for your teams as possible” can be a game-changer in the competitive car sales industry. When a customer compliments the exceptional service or the seamless purchasing process, sharing this feedback with the team not only serves as a powerful motivator but also reinforces the behaviors that lead to positive customer experiences. It’s a reminder that their efforts make a tangible difference.
Sharing the Spotlight
Finally, Guidara’s admonition to “share the spotlight with your team, and give credit where credit is due” is perhaps the most universally applicable. In a dealership, where success often hinges on teamwork, recognizing each individual's contribution to a sale or a satisfied customer reinforces the value of every role. Whether it’s the person who details the cars, making them showroom-ready, or the finance officer who works late to secure a customer’s loan, each contribution is vital to the dealership’s success.