We all know that the dealership world is far from perfect. Like many other industries, dealership employees have many things to complain about. Here is a list of 5 of the top complaints by dealership employees and what can be done about them:
Predatory Sales Tactics
We’ve all heard or experienced the scenario where a salesperson is working with a customer, and a more seasoned (or more ambitious) salesperson takes over the deal. The worst part comes when the salesperson complains to the manager and the manager does nothing about it.
It is understandable that the number one goal is to make the sale. Sometimes a deal needs a “turn” to another salesperson in order to make it happen. Fragile egos can be crushed in this scenario, especially with a newer salesperson who doesn’t feel like anyone has their back.
The best solution for this problem is team building. You don’t need to apologize for handing a deal to a more experienced salesperson, as long as it is done with tact and understanding. Take the time to help your sales team understand the pecking order at your dealership. Experience and results should have precedence over youth, just like a 3rd string quarterback doesn’t get to go in at the end of a close game, but he is still part of the team.
Work to build a team attitude and structure your compensation plans accordingly. Make sure everyone gets paid according to their contributions, and that everyone grows and learns together.
Long Hours
It is not uncommon for dealership personnel to be working long past closing time. If there is a deal to be made, they will stay as long as it takes. The prospect of making a sale or the promise of paid overtime is often incentive enough for the long hours, but what are the long-term effects of consistently working 60-70 hours per week?
We all know that divorce, alcoholism and drug abuse are prevalent in the car business. So, what can you do at your dealership to promote a better lifestyle for employees? Start by respecting their time.
It is proven that employees perform better when they have sufficient rest and time off. Here are some ideas: 1) Hire enough staff to effectively cover all shifts. 2) Rotate schedules so that everyone takes an equal share of working late and enforce the schedule so that nobody shows up when they are supposed to be off. 3) Structure compensation plans to encourage splits and working as a team. 4) Encourage non-essential personnel to go home on time and strictly monitor hours worked.
Compromising Morals
It happens more than we would like to admit in the dealership environment. At one point or another, we are all faced with a decision that could compromise our morals. While there are some in this business who have no problem with unethical or immoral behavior, there are still plenty of employees who do have a problem with it.
The complaint here comes when employees feel pressured by management to proceed with something that that doesn’t seem right. Examples include non-disclosure of information about a vehicle that a customer has the right to know, or persuading a customer to obtain financing for a vehicle that will hurt the customer in the long run.
The solution to this complaint is similar to that of other complaints. It starts with company philosophy and leadership in management. If management acts with integrity, those under them will feel less pressure to compromise integrity. If management rewards ethical decisions, then others will follow.
Low Pay
In the business world, most employees probably feel like they are under-payed. In the car business, this problem is amplified. You often hear complaints about not being able to survive on minimum wage. You see some dealerships with a figurative revolving door for salespeople, some turning over 50% of their sales team each month.
This cutthroat environment together with scant commissions and very low base pay makes it hard for anyone to survive. Everyone in the dealership needs to pull their own weight, but they can only do that if given the right chance.
The solution does not involve simply paying employees more, but by investing in their future. Some dealerships have great programs in place for training and long-term success. It is proven that employees perform better if they have confidence in themselves and hope for the future.
Sexual Harassment
It is no secret that the car business tends to attract a rough crowd. There is a lot of testosterone and ego, especially on the sales floor. This can often lead to inappropriate comments and actions, particularly toward female coworkers. Sexual harassment is one of the top complaints by females in the car business. This topic by itself deserves more than just a mention in this short article, but it is definitely worth recognizing as a top complaint. Most cases of sexual harassment in the dealership environment will go unreported, but the one that does could be very costly for your dealership. Combating sexual harassment starts with a well-defined company policy and well-communicated expectations. Employees should know what will be tolerated and what will not, and management must lead by example. Oftentimes company policy goes by the wayside because management is unwilling to adhere to the policy themselves.
