Over the almost 20 years I have managed Fernie Chrysler Ltd. I have learned many things. The most important of which is that regardless of what motivates your team, your support and ensuring that they know they are the most important aspect of your business, to you, is hands down what matters the most.
I have had many meetings with clients, affiliate companies and suppliers in which a concern of some sort has been brought to light. The concern is about how one of my team members interacted with them, or a decision that was made with regard to helping with an issue etc.
It has always surprised me how often, when in these meetings, the other party is taken aback by my position with regard to backing my team member. I have regularly had comments like, “You clearly have never heard that the customer is number one!” Or “This person should understand that it’s part of their role to deal with and just take it.”
That will never be the case for me. As the GM my position. Has always been that our role is to ensure we make every effort to take care of our people. To take the time to truly look into every situation before siding with a customer. After all, if our employees never feel that you we have their back and they are important enough to us that we will actually find out all the details and in the end back them, even if it might mean losing a customer once in a blue moon, why would they ever care about making sure they are taking care of our business and us. Investing their energy into a company that cares about them is far more likely than one that sees them as easiest replaced.
Obviously that doesn’t mean we protect everyone blindly and always look the other way. All it means is that our customers understand they aren’t number one in our office. We most definitely appreciate them and that they are of great value to us but our people are our life blood. We will make every effort to investigate what had happened but in the end our staff is most important to us.
In almost twenty years I can count on one hand how many customers didn’t actually appreciate that position. I can’t tell you how many have told me they wish their employer cared about them the same way. And, in almost every case the outcome was an amiable one where the customer was happy but more importantly the employee was a stronger and more committed and invested part of my team. Dealt with properly nobody felt like they won or lost, they felt like they learned and improved.
I truly believe that if this mindset is adopted, your team will be more invested, will treat your customers excellently and you will have less turn over. It is also far easier to single out the people that truly don’t care and create toxicity in your workplace.
Managers under your guidance adopt this and their teams adopt this and everyone is stronger, more confident in their role and happier.
Experienced Marketing/Media leader & creative problem solver, bringing calm to the chaos.
1moKudos to Rick, but honestly, this does not surprise me. Ford Credit has a long history of helping people out, especially after natural disasters. They work with customers to pause payments and help insurance companies process paperwork to get people new cars and trucks to replace their damaged ones as quickly as possible... They don't run ads about it, but they step up when needed, which seems like a lot these days.