We had an experience with an employee recently that his performance was sub-par in comparison to his team. When doing an open share with all the team members, it was mentioned on more than one occasion about the performance of this employee.

I had the pleasure of speaking with the underperformer and shared our expectations. The employee was open and willing to do whatever he could to improve. We provided additional tools and coaching, and the employee’s performance improved dramatically. It improved dramatically to the point of being the highest performer on the team.

When having our next open share, sadly, the opinions of some of the team did not change at all. They still spoke about the same employee exactly the same way.

When I state that this employee’s performance changed, I’m not just stating an opinion. This was measurable data that could be tracked and confirmed.

So, even though the employee changed, no one else did. No one else could see the measurable change in this employee because they weren’t open to change in someone else. They used their same thoughts and opinions that they formed over a period of time.

Traditionally, when we have an open share it’s not in the presence of others, so I don’t want you to get the opinion that these sections are just open to bash your employees, because it’s not. These are closed door one on ones that just ask people to give their opinions of the overall processes of the dealership. And this particular employee’s name came up from more then one person.

If you want to see your people grow, allow them the ability to do so. Give them the tools and support they need to do so. Monitor their progress and review their growth.

Let’s not use the “she’s always like this” or “he’s always like that” labels on people because frankly, rarely are people always anything.

If you allow your team to change, if you allow them to be better and recognize the fact that they are changing, you’ll sell more service.