Training is not draining...

There is no doubt in my mind that one of the biggest weaknesses affecting the retail motor trade is a lack of training and coaching.

Most dealers rely solely on the mandatory training enforced upon them by their respective manufacturers. Whilst this source of knowledge is often useful - particularly in product terms - it does little to develop individuals and encourage personal development.

There are some dealers who are over dependent on the use of external consultants. There are some excellent external trainers available, many of whom add value to a business when employed in the right areas at the right times but to diminish the training and coaching responsibilities of dealer management employees demonstrates a lack of faith in their ability to develop people.

To me it starts from the board level down. Directors and dealer principles must work with their managers to achieve budgets. I have seen senior managers who can hardly read a set of financial reports, let alone deduce the impact in a management context. Many senior managers who come from a sales background do not understand the after sales side of the business and vice versa. It is no sign of weakness to want to improve in these areas.

Many department managers are employed due to being very proficient as sales managers, workshop controllers or parts salespeople. However when it comes to heading up a team of other individuals, they can often enforce the style that saw their own success even though this may not work for other people in the team. Greater consideration has to be given and individual training and processes developed.

Good operational employees often know what to do to be successful but they do not understand how or why they are doing it. I have seen sales people insist on a customer taking a test drive even when it is clear the customer has been through the process somewhere else and just wants to deal. Of course experience teaches you these things but good management can hasten the development.

The best advice I can give anyone who has to manage, train or coach people is watch, listen and act. Clear objectives and individual attention to the training needs of each member of your team will result in better performance and greater workplace morale.