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Good to Great

What is greatness?

For years, this question preyed on the mind of Jim Collins, the author of the bestseller book Good to Great. His study investigates and explains why some companies make the leap to greatness and others do not. The book defines the qualities and values of the companies that have achieved the leap to greatness. Who defines greatness in your store?

Does your company or department have written values, mission statements, or vision statements? Tools, such as these, will define your company�s goal for greatness. Do you have departmental goals along with individual goals for staff members? (not just monthly) Or do you allow your staff members to define their own ideas of greatness?

As an Automotive Professional since the mid 1980�s, I�ve witnessed the effects of allowing staff to define greatness. Sure, sometimes we hit a homerun and employ someone with values and goals that are in sync with the company�s quest for greatness. But, with whose idea are they in alignment? Is it the Dealer Principal�s, the General Manager�s, or the department manager�s? It�s a crap shoot unless you utilize the tools used by the companies highlighted in Jim�s book.

Some examples of allowing staff to define greatness: Salesperson #1 is a vet of automotive retail. The first three months of his employment he nets you 75 units! In his eyes he is great! But, customers began to return for services that were promised during delivery. These requested services are not offered by your company, nor do you have the resources to fulfill the promises. Was this a great experience for the customer? Do you feel this represents greatness?

Service Salesperson #2 is new. Her customer handling skills are top notch. All the staff members enjoy working with her and her Customer Satisfaction Numbers are outstanding. With all the compliments on her personality, in her eyes, she is doing a great job. But, her hours per repair order are below 1.0 hour and her policy charges are the highest of anyone else. Is this a good direction financially for your store? Do you feel this represents greatness?

Consumers expect great products and even greater service! For your company to become great, you must exceed these expectations. It all starts at your core, the company�s values and staff! There are many good people in the automotive industry. Take a lesson from the companies in Jim�s book and define your values, your mission, and your vision! Only then, will you take your good staff members and allow them to become Great, which will allow your store to transform from good to GREAT!