All Leaders to the Front!

Scoreboard Management

I enjoy reading Keith Andrews’ articles and it got me thinking about what to write for this piece. He is spot on with his service ideas and I thought I would focus on the impact the owners have to that end.

In general we give results far more credit than they deserve. Staring at the scoreboard with tremendous intensity does little to make the team any better. Our business responds to the degree we control the fundamentals. It isn’t mysterious or magical; results are reflected in the systematic applications of disciplines known to produce positive outcomes. Make a short list of specific activities that are key to providing great outcomes, then walk around with an index card and ask your team to write three points that they view most critical to delivering great service. You may find it is a call to get out front and closer to the customer. Remember that making a sale can make you a living, but turning a customer into an ambassador will make you a fortune. Stop looking at the scoreboard and get your butt on the field.Less Strategy, More Tactical

As businesses become larger, most owners tend to be pushed more to the back, and soon this death march is tombstoned with beautiful executive offices surrounded by remarkable resumes lining a hall that no customer can penetrate. Leaders must stay out front and the text books separating ‘strategic’ from ‘tactical’ are written by those who never accomplished the challenge of making a payroll. To develop a sustainable strategy to long term success you must take charge of the tactical in 2010. Doing the right things right is based upon an acute awareness of what you are delivering out front more so than developing feel good five year long range plans in the back. Having the world’s best technicians will do little if you are not aware that the sales people are putting customers in the wrong cars. This economy demands that the best talent stays in the front. You will never grow by surrounding yourself with a bunch of payroll based cheerleaders. Get close to the customer where the expectations are high. Take a big dose of the obvious and run to the front lines.Listen to the Customer more than the Team

Dave Anderson says, “Complainers are never busy and busy people never complain.” We all know when we’re pushed but recognizing when we’re being nudged is a real skill to staying on track. This lifelong battle of avoiding the downward pull by naysayers requires knowledge and recognizing the difference between employees offering advice versus a self interest complaint. Advice helps you or the company, complaints help the complainer personally. Don’t expect your presence at the front and center to be embraced by the team or endorsed by those around you. You may soon conclude that those opposing your regular visit to the front were not your caretakers but more your jailers who were concerned less about the company and more about their career. While on the front lines you will have an opportunity to experience what your customer does. If it is outstanding you are to be congratulated, but if you are like me, I constantly find holes that offer us opportunities to improve. The more I see and listen to our dealers the more I conclude that we really don’t know as much as we think, and we are not delivering the service we thought. I can immediately think of three dealers, one in Utah, Florida and Missouri that have had a positive impact on us raising the bar. You too, will find customers who do the same for your dealership.

Empowerment is a great tool but allowing employees to cull clients is not empowerment…it’s stupid. Culling is your call. Demanding customers will always keep you on your toes and help protect you from quietly losing the type of customer who is more prone to simply disappear rather than to discuss any problem. Turning customers into ambassadors is rooted in your culture of resolving problems. Making a living or making a difference, in 2010 you can set the pace by getting to the front and don’t forget to bring along others with you.