Fixed Ops Magazine - 2020 Vol17 03 - 34

ing women for front-line, customer-facing positions like

cruit from within. With commitment to be in it for the

service advisor roles. Most store leaders say that they

long haul, and having the end vision in mind, we always

would like to hire more women, but the low number

try to promote from within.   As for promoting female

of female service advisors revealed in the NADA Work-

advisors, they usually start as a receptionist, or a com-

force Study says otherwise.  Why do you think that is?

munication  specialist.   These are positions that are
usually filled with women.  Then, as they show interest

Ed: Most service managers are previous technicians,

and the drive to grow, they find themselves in position

and we traditionally believe that you must understand

to become a junior advisor.   When you promote from

and know about the product mechanically to be able to

within, you are only training the processes that you cur-

communicate effectively between customers and tech-

rently have in place, rather than bringing in someone

nicians. We have found the most effective advisors are

from the outside that must be molded just to fit in.

great communicators and can build rapport almost instantaneously. Rapport is what creates the trust, which

Roger: Many of the leaders in automotive retail say

is the foundation of selling any product. Traditionally,

they want to have more women on staff, but really do

this comes more naturally to women.

not know how to go about it. We have heard that you
have a unique strategy for hiring more women.  Could

Effective communication is essential for everyone:

you break that down for us?

customers, technicians, and other team members. It is
our responsibility, as the leadership team, to learn the

Ed: We are committed to working together as a team

strengths of our team members and build positions

and fitting the personality that complements that team

around them for our employees to be most effective.

the best. Men are complemented by women and vice

To do this correctly, you must learn the currency of

versa. We have built the atmosphere of teamwork

your staff. Typically, we do not take the time to do so;

which allows us to bring someone in at an entry level

we just look for the next "top gun." I have found that

and has them learn from everyone around them, male

women are more apt to follow processes that are put in

or female. In doing so, you also create loyalty and have

place, which creates a more consistent service experi-

less unwanted habits to break.

ence. There are exceptions to this rule, thus having a
balanced gender workforce enhances the team, which

Roger: You say women are motivated in different ways.

in turn, enhances the experience.

Can you elaborate on that? 

Roger: We suspect that many people in the mostly

Ed: Everyone is motivated somewhat differently.  Tak-

male service leadership roles are fearful of proactively

ing money out of the equation, each team member
has something different that drives

recruiting women. That is, they fear
that designing ads and interview processes to reach out to women publicly could be perceived as discrimination. However, your system eliminates
that fear by recruiting from within
your own organization.  Please break

"having a balanced

them.   For example, women usually

gender workforce

if you highlight the details that need

enhances the team,

positions.
Ed: You do not have to face those
fears when you build a system to re-

34

attention, then they get gratification
for improving either the process or
the action from another teammate
that drives those details.   Another

down, in detail, how you recruit and
qualify women to move up to advisor

are more in tune with the details.  So,

which in turn, enhances

example: Women are generally good

the experience."

to help someone - like another team

-Ed Roberts

nurturers, so they are more willing
member - that is struggling.   Stay
involved so you can highlight the



Fixed Ops Magazine - 2020 Vol17 03

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