Entitled, Complacent, Untouchable Sacred Cows!
I just completed an automotive case study that highlights the challenge of managing entitled and complacent employees. During the interview phase of this study, I spoke to executive leaders, middle managers, salespeople, and industry talent experts. All of them agreed that this challenge is a major issue for dealers across America. Have you heard this? Maybe you have even made this statement yourself.
Every example of entitlement and complacency that was shared with me during this study pointed to two primary contributors: lack of acknowledgement and lack of validation at all levels. The employee’s internal voice says, “If my strengths and contributions aren’t good enough for you, then screw you.” This is called the “quit-and-stay” employment option. My research showed that these employees did not consciously view themselves as better than the rest, nor did they consciously feel that they were someone special or should be shown special treatment. Their complacent and entitled behavior was showing up as the result of an undesirable thought, causing them to feel like their contribution had no value. So they quit showing up authentically and stayed to collect a paycheck!
What solution has your dealership implemented to eliminate the "Quit and Stay" employment option?
Read the full case study report "Coaching Change: The Power of Personal Branding for Automotive Pro...
Reputation Revenue Success Story: Scott Tyner
Replies to This Discussion
-
Permalink Reply by Bobby Compton on
-
A most excellent share, Renee!
If the top level leaders aren't giving the bottom level performers and everyone in between the attention it takes to learn and grow, and they are as you stated; "complacent, untouchable and sacred cows" then everyone from the bottom up is cheated out of that golden opportunity to groom into that special difference maker for tomorrow.
It always starts from the top, speed of the team is speed of the leader!
-
-
Permalink Reply by Craig Lockerd on -
Renee I really like the way this subject was researched by you ...it's a must read I believe for every car person on dE,thanks for your insight and hard work on this subject!
-
-
Permalink Reply by Craig Lockerd on
-
Amen to that,Bobby!
Bobby Compton said:A most excellent share, Renee!
If the top level leaders aren't giving the bottom level performers and everyone in between the attention it takes to learn and grow, and they are as you stated; "complacent, untouchable and sacred cows" then everyone from the bottom up is cheated out of that golden opportunity to groom into that special difference maker for tomorrow.
It always starts from the top, speed of the team is speed of the leader!
-
-
Permalink Reply by Bob Gaber on
-
Renee, this is so true. I communicate with many dealerships in the course of the year and you are spot on. This really is the trickle down theory. If you get a chance, look at some of the studies done by Tom Peters in ohter businesses. Very simliar.
-
-
Permalink Reply by John Hamby on
-
Power of suggestion is a very powerful thing! Bobby, your comment is dead on! Working in the business it's often that the leadership is not by example, more of a "say as I say, not as I do" type of mentality. Great job, Renee!!
-
-
Permalink Reply by Abe Hopper on
-
Continuous improvement, of the sales team, through an ongoing, disciplined, training program is the key to the elimination of the “quit-and-stay” mentality. If the entire sales team is participating in self improvement training, by helping one another in sales/ product training, then a “purpose driven life” mentality becomes the dominate trait. I would like to hear a sales meeting start like this: “ Okay people ... what did you learn from your study group team this week ? ”
-
-
Permalink Reply by Ernie Kasprowicz on
-
Thank you for delving into this topic and providing solutions. Retention of employees is a challenge within the industry and generally seems to be the "other guys" problem. I believe your solution for management and salespeople alike of; "By helping your employees to identify their personal values, they will become better equipped to avoid the pitfalls of experiencing an internal value conflict. In addition, they will be more prepared to incorporate their values into their own personal brand strategy, showing up at work prepared to leverage their authentic self. By creating a culture of engaged employees who are fully involved in, and enthusiastic about their work, each person will begin to act in a way that furthers the organization's interests, as well as their own. Also, having a personal brand statement for each employee is equally as important as the company's mission statement. When we clearly know our direction, we rarely have to listen for the word "recalculating"" is the first step in building an effective, responsible and motivated team.
-
-
Permalink Reply by Pat Kirley on
-
Hi Renee
I love your "quit and stay" although sometimes it the person not the dealership that causes the attitude. They don't have drive or a winning outlook on life. Some dealerships are the source of their own problems and grow this attitude inhouse. Dealerships need to sell themselves to the staff as well as the consumer. Remind the staff of the advantage of working for ABC Motors, great pay plan, bonus cars, unlimited earnings, training and make them feel important.
Thanks for sharing -
-
Permalink Reply by Michael Baker on
-
Agree with Renee' in the overall study, if valid by sample size. Most automobile consultants are not 'achievement need' oriented and enjoy doing very little during the day. Most are not college educated either. Those that want to achieve and improve can be better 'trained and inspired' by most management teams, however, most managers have never been trained to be 'trainers'. The psychology of learning is quite complex but can be comparable to many developmental activities via repeat repeat repeat and practice practice practice the skills and applications of becoming better if one so chooses.
-
-
-
Michael
You paint a bleak and general picture of sales people that is very like the consumers "don' like auto people" I don't think you should generalise this way. Your second and third sentence annoyed me and I didneed not bother reading the rest. I don't know what you do but I won't insult your profession. -
-
Permalink Reply by SCOTT TYNER on
-
Thanks again Renee!
I was reading some of these responses and agree with everyone. Yes, there are problems that the dealer can cause (or at least not help to fix), and there are problems with the individual as well.
Sure...we can analyse this topic until the cows come home and hope that we can make these situations better.
But here's an example of my 2 cents (in case anyone wants to hear it).
I had a guy ask me what happened to me...what made me go from an average 15 cars a month, to becoming salesman of the month for 5 months in a row? At the time, I explained the obvious, which was my attitude change and my coaching experience with Renee Stuart. (more on that here)
But as I watch this guy everyday, I have come up with an additional answer.
See, there are 3 main parties involved in a car sale. The dealer, the customer and the salesperson. If you are a salesperson and you DO NOT care anything about those other 2 parties, then you will not experience what I experienced. If all you care about is yourself in that equation, then any imagined success you ever get to feel, will be short lived.
The same is true for the dealer. If the dealer only cares about the dealer, forget seeing the results I saw. Any success will be short lived and not consistent.
So in short, the guy who asked me how he can "be like me", will never be like me until he loves his dealer and customer as much as he loves himself. Coaching, then, will serve as a tool to "fine tune" this person into their greatest potential.
And as far as coaching goes...if you are a dealer trying to decide if coaching will help some of your lower performers, stop. Coaching will only work for someone who wants it. If a salesperson comes to you and asks for coaching or training or anything that will help him or her do better business, then that's the candidate who will benefit most from coaching.
Renee, thank you so much for showing me that I never have to "quit and stay"!
-
© 2024 Created by DealerELITE.
Powered by
