Let’s talk about culture in your Service Department. And no, I don’t mean ping pong tables or pizza Fridays.
I’ve been in this business a long time, and I’ve seen countless Dealerships get culture all wrong. They think it’s about making everyone happy, ensuring everyone gets along, or creating a “fun” work environment. But here’s the hard truth: that’s not what drives results.
The Culture Misconception
When I hear Service Managers talk about culture, it usually goes something like this:
“We all get along great!” “Our people are happy.” “We have great work-life balance.”
Sound familiar? Here’s the problem: none of that necessarily translates to a high-performing Service Department.
What Real Culture Looks Like
Let me be clear: culture isn’t about being liked. It’s not about making everyone comfortable. It’s about creating an environment focused on results.
Think about it this way: if your priority is to have the highest CSI scores for Honda in the country, how committed do you have to be before you stop worrying about being liked?
Real culture is about:
- Clear goals and vision
- Accountability
- Pushing boundaries
- Embracing change and challenges
The Uncomfortable Truth About Top Performers
Here’s something that might surprise you: some of the best Service Advisors I’ve ever seen wouldn’t get hired based on a typical interview.
Why? They weren’t particularly likable. They weren’t extroverts. Some were downright awkward.
But you know what? They had incredible CSI scores. They were selling $400,000 a month in parts. They were absolute rock stars at their jobs.
In high-performing companies, nobody talks about being happy. They talk about where the edge is, who’s doing what, and how they can do better.
Managing High Performers: A Different Skill Set
When you’re dealing with top performers, you need a different approach. These aren’t people who are satisfied with the status quo. They’re constantly pushing, questioning, looking for that edge.
Think about Formula 1 racing. Even when they win, those drivers are on the radio complaining about strategy, looking for ways to improve. That’s what real performers are like.
The Problem with “Happy” Teams
When someone tells me, “My culture is great, but my people aren’t happy,” here’s what I hear: you don’t have a clear goal or outcome.
You can’t make someone happy. But you can give them a clear target to aim for, a mission to accomplish. That’s what drives real satisfaction in high performers.
Pushing Boundaries: The Sign of a Healthy Culture
You know what I consider a good sign in a sales department? When people are bumping into each other, competing for ups. It means they’re hungry, they’re driven.
If everyone’s just getting along, never stepping on toes, I worry you’re not pushing hard enough.
The Leadership Trap
Here’s the thing: most of what passes for “leadership training” these days isn’t about leadership at all. It’s about management, at best. At worst, it’s about being liked.
Real leadership is about setting a vision, creating clear expectations, and holding people accountable. It’s not always comfortable, but it’s necessary for success.
Embracing Change and Challenge
One thing we do here at Chris Collins Inc. is practice change. We stress-test our systems. We see what we’re capable of. We make mistakes and learn from them.
Too many Service Departments are content with just maintaining the status quo. They’re babysitting a system created a hundred years ago instead of innovating and pushing boundaries.
Creating a Lifestyle, Not Just a Service
Think about brands like Harley-Davidson. They’re not just selling motorcycles; they’re selling a lifestyle. People want to wear their gear, be part of their community.
Now, when was the last time you felt that way about a car brand? When was the last time your Service Department created that kind of engagement?
That’s the level we should be aiming for. Not just fixing cars, but creating an experience that keeps customers coming back and telling their friends.
The Wrap
Building a high-performing culture isn’t about making everyone happy. It’s about creating an environment where excellence is expected, challenges are embraced, and results are achieved.
If you’re more focused on being liked than on hitting your goals, you’re doing it wrong. Real culture is about law, order, and performance. It’s about seeing what you’re capable of and pushing beyond it.
Are you ready to transform your Service Department’s culture? To create a team that’s not just friendly, but fiercely competitive and results-driven?
If you want to see how you can implement these strategies (and more) in your own Service Department, book a 15-minute strategy session with our team. Let’s talk about how we can take your Fixed Ops to the next level.
Remember, in the world of automotive service, the drive to improve never stops. So keep pushing, keep challenging, and keep striving for excellence. Your competitors certainly are.
