Fixed Ops Magazine - 2021 Vol18 03 - 50

SERVICE DEPARTMENT
DEALERSHIP
COMMUNICATION
The New Normal
I
t has been said that today's top leaders need to be
experts at communication. The nature of the business
environment, the changes in customer expectations,
and the need to retain quality employees
require us to communicate effectively. Communication
skills are an absolute must for leaders at any level. This
is especially true for leaders in fixed operations. When
a customer becomes abusive toward a member of
my team, my employee needs to hear me supporting
him or her. When an employee makes a mistake, how
I communicate with that team member to resolve the
concern is vital to the way the rest of the team views
my leadership.
A CHANGING LANDSCAPE
It is no longer enough to simply understand
labor rates, shop loading,
and the impact of fixed absorption
on our dealerships. Our priority
should be to focus on being counselors,
teachers, coaches, mentors,
and part-time psychologists if we
50
are going to be effective at leading our teams and retaining
our employees.
We must be also great at recruiting as well as maintaining
a level of enthusiasm toward producing high quality
work with those on our staff. We should be excellent
at giving and receiving feedback. That may require a
willingness to change our thinking and our approach.
VALUES MATTER
We should be excellent
at giving and
receiving feedback
While some may tire of hearing my Saturn stories, the
brand values we practiced there are more relevant today
than they were when Saturn began. Commitment
to customer enthusiasm, trust and respect for the individual,
teamwork, and a commitment to continuous
improvement, were solid foundations
for how and what we communicated.
Most of the challenges facing
our society and our dealership
communications can be addressed
by applying these values.

Fixed Ops Magazine - 2021 Vol18 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 03

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