Fixed Ops Magazine - 2021 Vol18 03 - 53

lead a diverse team. Communication
includes listening to understand and
send clear messages. We must communicate
in a way that ensures our
internal and external customers experience
a level of reality that meets or
exceeds their level of expectation.
COMMUNICATION =
RETENTION
According to a 2017 study by Employee
Benefit News, it costs on average
one-third of the annual salary of any
staff member to replace them. And
seventy five percent of turnover is
preventable. So, what's up with that?
Believe it or not, it has little to do with
money. Almost ninety percent of the
workforce does not feel engaged because
they do not feel a connection
to their managers or leadership. In
other words, they lack positive relationships.
Relationships are built on
good communication. Ask yourself
this question. How much effort do
you put into communicating well?
LEARN NEW SKILLS
Always be learning. It is a mantra we
hear often and it is one we get tired of
hearing. But if we are to become better
communicators we need to learn
new skills and new behaviors. When
was the last time you read a book or
listened to a podcast specifically on
improving your communication skills?
Understanding yourself might be the
first step in becoming a better communicator. Does the
message you communicate to your service advisors
differ from the message you communicate to the parts
counter folks, the receptionist, your technicians, or your
warranty administrator? Each of these people are internal
customers who touch your external customers.
You might be asking, " How do I do that? " First, pay
attention to your thoughts and your words. What are
MAY JUNE 2021
|| FIXED OPS MAGAZINE
you saying and how are you saying it? What do you
post online? What is your tone when talking to your
team, your dealer principal, or your family? Does it reflect
an attitude of positivity or negativity about people
or your job?
Next, find a source of new information you enjoy engaging
with. Is it books, or podcasts? Documentaries or
YouTube training videos? Whatever the source, dig in
and learn. Be curious. Ask questions about everything.
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Fixed Ops Magazine - 2021 Vol18 03

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

Fixed Ops Magazine - 2021 Vol18 03 - 1
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