I think we often think of the big things that bring a business down, but I believe it usually starts with the smallest cracks in the foundation. These are the things that ultimately led Al West Nissan to this point of critical danger.
Examples:
Communication: We can only currently swing one person in parts. Well, today two people showed up for small things (a key fob and a battery for a key fob) at the same time. They just happened to show up while the one parts person was on lunch... who didn't tell anyone he was leaving for lunch. When these things happen, it puts others in a stressful situation, leaves service waiting for parts, and, most importantly, customers are disappointed.
Standards: I found out today that someone has been told many times before that leggings weren't appropriate work attire. Several? Why are we waiting for "several" times to put a stop to something. If someone gets away with something, then someone else thinks it's ok, and then someone thinks "Well, if they can break that rule then I can break this rule." And so on and so on...
Critical Understanding: I keep hearing the word "approval" thrown around left and right. Then, the next thing I know a customer is gone without a deal. I have come to realize that they don't understand that a deal that is cut back $1,800 or has $1,200 worth of fees isn't an approval. Yet here we have a salesperson who was lead to believe that they had a car deal only to be disappointed thus affecting morale. Had to remind the sales manager and finance manager that they are held to the same TO standard as the salespeople as well.
The good news:
Our sales manager stepped up and quickly resolved the key situation and, for the most part, little to no damage was done (but don't think the customer didn't still see a problem).
One of our salespeople had a concern about something that happened with the sales manager. We sat down together, talked it through, and we were able to quickly move on. The salesperson was respectful and the manager was sincere in their response and didn't get defensive. That's the culture I am trying to create.
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Overall, we continue to struggle. We had a good run to start the month and now things have dried back up. Two units in three days. The struggle is real. There is still a long way to go to dig out of this hole.
If it doesn't work out, it wasn't for the lack of trying. Here I was getting ready to leave for the day and two trucks show up from ACV dropping off a vehicle each. The cars were spotless and so if you know me at all, you know I went ahead and got those bastards on the lot with hang tags and buyer's guides ready to move!
