You Can’t Sing
I used to be a fan of American Idol. I found it interesting in the way the season series started. People would stand in line for hours and hours just to get the chance to audition for the show. Many of these individuals had no talent singing, yet believed they become rock stars on the show. When they were told they didn’t make the show and can’t sing often they would burst into tears as they exited. Yesterday in a conversation with a service manager he used this as an illustration for an individual that desires to be a technician.
It’s not for you
In his view this technician just doesn’t have “It”. He doesn’t have the talent to become a technician. This individual comes to work on time and is dependable. There’s no reason to terminate him except, he is not performing well and is not improving his efficiency or skill level. Some management wouldn’t hesitate to terminate his employment. Other managers would let this individual continue into the future never becoming productive for the dealership or themselves.
Hoping to improve
On American Idol, occasionally they would pass an individual through that was borderline hoping they would improve as the series progressed. Most of those individuals didn’t make it past the next round and were dismissed to go home. You can’t write policies or guidelines for this type of decision-making however, decisions must be made. Ultimately, it is managements function to have an incredible team to provide customer care. Allowing individuals that will never be productive to remain on the team illustrates management’s choices. Maybe the kindest decision is to inform them that they can’t sing.
Rob Gehring, President
Fixed Performance Inc.
Rob is President and Founder of Fixed Performance Inc. which he began over 15 years ago. His passion for customer care and helping others has assisted hundreds of dealerships with their fixed operations performance. His common sense coaching and training lifts people up as individuals and team members. With over 30 years of dealership management experience, he understands and respects the daily challenges of fixed operations. Placing a strong value in people and best practice processes always provide growth. His articles have been published regularly in national publications and weekly newsletters are read by thousands.