Fixed Ops Magazine 2024 Vol 21-1 - 44

FEATURE BY TOM DRUZYNSKI
PUT
AWAY THE
HAMMER
That approach may have achieved desired results - often
damage was done that was disastrous and irreversible
I
think it is safe to say that there are some things
our industry is just better off without. Handwritten
RO's, paper MPI's, and " blue screens " are a few that
come immediately to mind. Although, as an advisor I
did love old school Reynolds! I would also like to add
the toxic " my way or the highway " manager to that list.
While there was a time and a place where that style
produced results, you must wonder if it was ever because
of the leader or despite them. Frankly, I think it
was the difficulty of finding information about competing
dealers that made those employees just stay. They
didn't have the transparency of the options available to
them, or that style may have never worked.
That personality style can often be described as rigid,
inflexible, difficult, or demanding. I like to refer to it as
" The Hammer " . The trouble with being a hammer is
that when you're a hammer, the entire world is a nail.
You have one approach to handling a situation. That
approach is brute force; imposing your will on the people
around you to get what you want. While you may
achieve your desired results, often the damage done
44
is disastrous and irreversible. At best, you get people
willing to work just hard enough not to get yelled at. At
its worst, you get dissention, constant turnover, and a
ruined department.
USE YOUR TOOLS
Just like a master technician's toolbox, a leader should
have a full repertoire of tools available to use. Every
situation involves its own highly specific solution. Ask
any technician how many vehicles they can fix with just
a hammer. Once you get past the inevitable sarcastic
answers, you will find that very few vehicles can be
fixed with just a hammer. In our departments, this is no
different. Almost no situation can be fixed with yelling,
displays of anger, finger pointing, or demanding performance.
The scenarios we deal with daily require solid
diagnosis and a strategic approach to repair.
The best and brightest Service Managers that I interact
with all seem to have a few things in common. Emotional
intelligence, empathy, and a deep care for the
people around them appear to be ingrained in them.

Fixed Ops Magazine 2024 Vol 21-1

Table of Contents for the Digital Edition of Fixed Ops Magazine 2024 Vol 21-1

Fixed Ops Magazine 2024 Vol 21-1 - 1
Fixed Ops Magazine 2024 Vol 21-1 - 2
Fixed Ops Magazine 2024 Vol 21-1 - 3
Fixed Ops Magazine 2024 Vol 21-1 - 4
Fixed Ops Magazine 2024 Vol 21-1 - 5
Fixed Ops Magazine 2024 Vol 21-1 - 6
Fixed Ops Magazine 2024 Vol 21-1 - 7
Fixed Ops Magazine 2024 Vol 21-1 - 8
Fixed Ops Magazine 2024 Vol 21-1 - 9
Fixed Ops Magazine 2024 Vol 21-1 - 10
Fixed Ops Magazine 2024 Vol 21-1 - 11
Fixed Ops Magazine 2024 Vol 21-1 - 12
Fixed Ops Magazine 2024 Vol 21-1 - 13
Fixed Ops Magazine 2024 Vol 21-1 - 14
Fixed Ops Magazine 2024 Vol 21-1 - 15
Fixed Ops Magazine 2024 Vol 21-1 - 16
Fixed Ops Magazine 2024 Vol 21-1 - 17
Fixed Ops Magazine 2024 Vol 21-1 - 18
Fixed Ops Magazine 2024 Vol 21-1 - 19
Fixed Ops Magazine 2024 Vol 21-1 - 20
Fixed Ops Magazine 2024 Vol 21-1 - 21
Fixed Ops Magazine 2024 Vol 21-1 - 22
Fixed Ops Magazine 2024 Vol 21-1 - 23
Fixed Ops Magazine 2024 Vol 21-1 - 24
Fixed Ops Magazine 2024 Vol 21-1 - 25
Fixed Ops Magazine 2024 Vol 21-1 - 26
Fixed Ops Magazine 2024 Vol 21-1 - 27
Fixed Ops Magazine 2024 Vol 21-1 - 28
Fixed Ops Magazine 2024 Vol 21-1 - 29
Fixed Ops Magazine 2024 Vol 21-1 - 30
Fixed Ops Magazine 2024 Vol 21-1 - 31
Fixed Ops Magazine 2024 Vol 21-1 - 32
Fixed Ops Magazine 2024 Vol 21-1 - 33
Fixed Ops Magazine 2024 Vol 21-1 - 34
Fixed Ops Magazine 2024 Vol 21-1 - 35
Fixed Ops Magazine 2024 Vol 21-1 - 36
Fixed Ops Magazine 2024 Vol 21-1 - 37
Fixed Ops Magazine 2024 Vol 21-1 - 38
Fixed Ops Magazine 2024 Vol 21-1 - 39
Fixed Ops Magazine 2024 Vol 21-1 - 40
Fixed Ops Magazine 2024 Vol 21-1 - 41
Fixed Ops Magazine 2024 Vol 21-1 - 42
Fixed Ops Magazine 2024 Vol 21-1 - 43
Fixed Ops Magazine 2024 Vol 21-1 - 44
Fixed Ops Magazine 2024 Vol 21-1 - 45
Fixed Ops Magazine 2024 Vol 21-1 - 46
Fixed Ops Magazine 2024 Vol 21-1 - 47
Fixed Ops Magazine 2024 Vol 21-1 - 48
Fixed Ops Magazine 2024 Vol 21-1 - 49
Fixed Ops Magazine 2024 Vol 21-1 - 50
Fixed Ops Magazine 2024 Vol 21-1 - 51
Fixed Ops Magazine 2024 Vol 21-1 - 52
Fixed Ops Magazine 2024 Vol 21-1 - 53
Fixed Ops Magazine 2024 Vol 21-1 - 54
Fixed Ops Magazine 2024 Vol 21-1 - 55
Fixed Ops Magazine 2024 Vol 21-1 - 56
Fixed Ops Magazine 2024 Vol 21-1 - 57
Fixed Ops Magazine 2024 Vol 21-1 - 58
Fixed Ops Magazine 2024 Vol 21-1 - 59
Fixed Ops Magazine 2024 Vol 21-1 - 60
Fixed Ops Magazine 2024 Vol 21-1 - 61
Fixed Ops Magazine 2024 Vol 21-1 - 62
Fixed Ops Magazine 2024 Vol 21-1 - 63
Fixed Ops Magazine 2024 Vol 21-1 - 64
Fixed Ops Magazine 2024 Vol 21-1 - 65
Fixed Ops Magazine 2024 Vol 21-1 - 66
Fixed Ops Magazine 2024 Vol 21-1 - 67
Fixed Ops Magazine 2024 Vol 21-1 - 68
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