Management team’s performance matters – big time! Determining how well your managers are performing doesn’t have to be a daunting task. It’s not that hard to do. Progressive dealers use sophisticated performance management tools and extensive surveys, which are great. But if you want answers quickly, think about each manager’s performance in these five areas:
What results are your managers getting for your dealership? Is the sales manager increasing sales? Is he or she keeping the sales team highly motivated and helping them to excel in essential selling skills? Does he help them close sales?
Is the marketing manager drawing new customers to your business as a result of their highly creative marketing and advertising strategies – especially social media? Is your website easy to navigate and order parts from? Are the manager’s efforts helping the sales team obtain qualified leads?
Is the GM doing the things you would do and making decisions the same way you would? Do they continuously improve processes and procedures and keep your dealership operating like a well-oiled machine?
Do your parts and service managers create loyal customers and advocates and practice proactive complaint prevention? Do they, too, keep their teams and techs happy, productive and motivated? Are they delivering 100% absorption? (That would be a great result!)
Do your branch managers share best practices that help other branches get better results? Do they fulfill their many duties and responsibilities with their team and with customers?
Do your rental managers have repeat customers? Are they making profits? This should be a no-brainer, but are they keeping the equipment well-maintained and delivering on time?
Do all of your managers recognize this:
Revenue is really nice. PROFIT is what matters.Does your HR manager keep you informed of the needs of your company as well as training and development needs? Do they have a seat at your executive table and are they the valuable asset to the company that they should be?
2. Employee Satisfaction
To determine the performance of your managers in this area conduct a simple anonymous survey of the employees on their individual teams. Ask these seven questions.
• Does your manager make you feel valued and appreciated?
• Does your manager spend time coaching you and helping you?
• Does your manager ask for and listen to your opinion?
• Does your manager promote teamwork, respect, safety, and service excellence and do these critical aspects of a quality work environment exist on your team?
• Does your manager consistently demonstrate the core values of our company?
• Would you recommend working here to someone else?
• How long do you plan on staying with the company?
3. Turnover Rate
If a manager’s department or team has a high turnover rate, you have a problem. It may indicate that the manager needs leadership training. If your manager has received leadership training but has not implemented the skills they learned, then it is an organizational failure. Another possible reason for a high turnover is that when you are not around, the manager treats employees poorly and employees are afraid to blow the whistle on them. If you have any manager that has a high turnover rate, do something about it, fast! Meet with your management team and make sure everyone is on the same page about how employees will be treated in your company.
4. Emerging Leaders
Are there emerging leaders on the manager’s team? Has the manager identified individuals with leadership potential? Have they pointed out these individuals to you and made sure they received the mentoring and training they needed to carry your dealership into a successful future?
Is the manager’s team productive? Does the manager effectively communicate clear expectations and responsibilities to their employees? Do they establish tangible goals and objectives and show their team how to meet them? Does the team meet them? Does the manager know how to coach a poor or average performer into a powerhouse through coaching them, believing in them, and being such a great manager that they look forward to coming to work each day and being productive, and they do it because they love their boss? A great manager makes this happen!
Does the manager know how to coach a poor or average performer into a powerhouse through coaching them, believing in them, and being such a great manager that they look forward to coming to work each day and being productive, and they do it because they love their boss? A great manager makes this happen!
What to Do To Improve Management Performance:
If you are an executive identify which managers need the most help and get it for them.
If you are a manager who wants to improve your team’s performance, improve your own first.