Digital Dealer - August 2018 - 16

D E A L E R OP S & M ANAGEM ENT: F ixe d Oper at i ons

By Charlie Polston
Automotive Customer Retention
& Profitability Consultant,
BG Products, Inc.

Accountability:
The Centerpiece
of Success in
Fixed Ops
The greatest challenge
in the automotive
industry today is finding
leaders who will lead,
managers who will manage,
and directors who will
provide direction. The
centerpiece of effective
leadership, management,

16

AUGUST 2018

and direction is accountability:
1. Personal Accountability-holding yourself
accountable for the desired
outcome
2. Top-Down Accountability-holding others
accountable to perform

D I G I TA L D E A L E R . C O M

implemented processes
Service departments are
famous for implementing
processes and not holding
employees accountable to
consistently perform the
task. For example:
„ Advisors must do a
walk-around on every vehi-

cle that enters the service
drive...with the owner present. They don't, and there
are no consequences.
„ Every technician must
do a comprehensive inspection of each vehicle. They
don't, and no one follows up
to see why not.
„ Advisors are required
to follow up on declined
work by calling the customers within 48 hours. They
don't, and management
seems to have forgotten all
about it.
Accountability isn't a
four-letter word. Dave Anderson says accountability
is not something you do to
somebody, it's something
you do for somebody. It's
management saying, "I care
enough about you to hold
you accountable. I care
more about your future than
your feelings. I'm hard on
you because I know you
can do it...and I believe in
you."
There is a common belief
among service managers
that techs and advisors
don't want to be held
accountable. They have
bought into a lie that says
accountability is punitive-
punishment, big brother,
micro-managing-or something distasteful to employees. In fact, the opposite is
true.
A few years ago, I was
consulting with a group of
seven dealerships, and to
say they were a dysfunctional family would be an
understatement. There was
drama and strife everywhere, and their business
was in decline. I brought the
techs and advisors together


http://www.DIGITALDEALER.COM

Table of Contents for the Digital Edition of Digital Dealer - August 2018

Digital Dealer - August 2018
Contents
Message from the Show Director
How to Spot Potential Leaders in Your Organization
Bridge the Gap Between Where You Are and Where You Want to Be
Are You Organized for Success?
BMW and Mazda Incentive Program Changes May Violate Franchise Laws
Accountability: The Centerpiece of Success in Fixed Ops
14 Ways to Recruit Technicians
Disciplined Innovation
What the Companies With the Worst Reputations All Have in Common
The CRM of Tomorrow, Today
Interview With Phil Mitchell of Sunset Auto Family
2 Messages From Dissatisfied Customers
Why Reviews from the Decision-Maker Matter
The 3 Essential Traits of High-Profit F&I Managers
Price Is the Easiest Part of My Job
Phone Power!
8 Tactics to Help You Stand out on Social Media
5 Signs It’s Time to Part Ways With Your Conversion Tools
Direct Response: Now More Than Ever
Digital Dealer - August 2018 - Digital Dealer - August 2018
Digital Dealer - August 2018 - Cover2
Digital Dealer - August 2018 - 1
Digital Dealer - August 2018 - Contents
Digital Dealer - August 2018 - 3
Digital Dealer - August 2018 - Message from the Show Director
Digital Dealer - August 2018 - 5
Digital Dealer - August 2018 - How to Spot Potential Leaders in Your Organization
Digital Dealer - August 2018 - 7
Digital Dealer - August 2018 - Bridge the Gap Between Where You Are and Where You Want to Be
Digital Dealer - August 2018 - 9
Digital Dealer - August 2018 - 10
Digital Dealer - August 2018 - 11
Digital Dealer - August 2018 - Are You Organized for Success?
Digital Dealer - August 2018 - 13
Digital Dealer - August 2018 - BMW and Mazda Incentive Program Changes May Violate Franchise Laws
Digital Dealer - August 2018 - 15
Digital Dealer - August 2018 - Accountability: The Centerpiece of Success in Fixed Ops
Digital Dealer - August 2018 - 17
Digital Dealer - August 2018 - 14 Ways to Recruit Technicians
Digital Dealer - August 2018 - 19
Digital Dealer - August 2018 - Disciplined Innovation
Digital Dealer - August 2018 - 21
Digital Dealer - August 2018 - What the Companies With the Worst Reputations All Have in Common
Digital Dealer - August 2018 - 23
Digital Dealer - August 2018 - The CRM of Tomorrow, Today
Digital Dealer - August 2018 - 25
Digital Dealer - August 2018 - Interview With Phil Mitchell of Sunset Auto Family
Digital Dealer - August 2018 - 27
Digital Dealer - August 2018 - 28
Digital Dealer - August 2018 - 29
Digital Dealer - August 2018 - 30
Digital Dealer - August 2018 - 31
Digital Dealer - August 2018 - 2 Messages From Dissatisfied Customers
Digital Dealer - August 2018 - 33
Digital Dealer - August 2018 - Why Reviews from the Decision-Maker Matter
Digital Dealer - August 2018 - 35
Digital Dealer - August 2018 - The 3 Essential Traits of High-Profit F&I Managers
Digital Dealer - August 2018 - 37
Digital Dealer - August 2018 - Price Is the Easiest Part of My Job
Digital Dealer - August 2018 - 39
Digital Dealer - August 2018 - Phone Power!
Digital Dealer - August 2018 - 41
Digital Dealer - August 2018 - 8 Tactics to Help You Stand out on Social Media
Digital Dealer - August 2018 - 43
Digital Dealer - August 2018 - 5 Signs It’s Time to Part Ways With Your Conversion Tools
Digital Dealer - August 2018 - 45
Digital Dealer - August 2018 - Direct Response: Now More Than Ever
Digital Dealer - August 2018 - 47
Digital Dealer - August 2018 - 48
Digital Dealer - August 2018 - Cover3
Digital Dealer - August 2018 - Cover4
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