Fixed Ops Magazine 2022 Vol 19-6 - 63

components are critical to understanding your dealership's
cultural ecosystem between sales, service, BDC,
finance, accounting, and non-revenue generating customer
experience positions.
Once you start with the baseline employee perception
data, you can begin to examine the data across
OEM specific brands or compare to overall dealership
national averages. Employee perception and net promoter
data is the foundation for dealer leadership's
impact on retention. Without the understanding of
why your employees are looking for more opportunities,
you cannot adequately address the cultural
needs of your dealership's operations and plan for future
employee development.
USE THE DATA WHEN DEFINING
YOUR CULTURE
You've got the data, now what? Defining the culture of
your organization and weaving the necessities of your
employees and customers is where attracting and retaining
top talent starts. When employees join a company,
59% of them join for a better career path or more
opportunity. While opportunity and career paths are
deeply personal and subjective, the company culture
is what makes or breaks employee and customer retention.
A new employee is thirty times more likely to
consider leaving an organization where they don't believe
they can achieve their career goals compared to a
more tenured employee.
YOUR CULTURE WILL BE NOTED
BY YOUR CUSTOMERS
What message are you sending your customers if they
continue to meet a revolving door of personnel when
they purchase a vehicle or service their vehicle? Remember:
Dealership culture is not the mission statement on
your website. As you consider your company's culture,
there are strategies you can utilize to help all departments
keep the pulse of your organization strong.
STRATEGIES FOR MAINTAINING A STRONG
PULSE AMONG DEPARTMENTS
* First, consider your company's onboarding process.
Do you have a consistent, replicable, measurable,
and welcoming strategy for onboarding new
talent? This simple and effective process helps to
minimize initial employee turnover, bring awareness
to the guiding principles of your dealership operations,
and allows your leadership team to ensure
consistency.
* Next, consider how your company moves talent
through and across your organization. Do you have
a promotion process that allows people to see success
stories and adapt their career as their personal
needs change, as well as fostering awareness of
dealership performance goals? Does it incorporate
a retention process that regularly monitors opportunities
and allows your leadership team to motivate
personnel by their individual aspirations?
NOVEMBER DECEMBER 2022 || FIXED OPS MAGAZINE
63
Fixed Ops Magazine 2022 Vol 19-6

Table of Contents for the Digital Edition of Fixed Ops Magazine 2022 Vol 19-6
