The Tail Wagging the Dog
The Tail Wagging the Dog: When Fear Undermines Leadership
During a recent dealership visit, I saw a common issue: fear of losing staff was driving decisions, putting employees in control instead of leadership. Technicians and detailers were avoiding tasks they didn’t want to do, many lacked motivation to work efficiently, and frequent sick calls went unchecked. This hurt the department’s productivity and culture.
While retaining staff is important, letting fear dictate decisions harms performance, morale, and the customer experience. Here’s how:
The Costs of Fear-Driven Leadership
Lost Revenue Delays and low motivation hurt customer pay (CP) hours per repair order (RO). Missed upselling opportunities from sloppy vehicle inspections add to the losses. For example, aiming to boost CP hours by 0.3-0.5 is impossible when staff dictate what gets done.
Damaged Culture Fear of enforcing accountability creates a “rules-optional” environment. High performers feel burdened and disengaged when others don’t pull their weight.
Customer Impact Slow service and poor attention to detail erode trust. Over time, this reduces loyalty and customer retention.
Taking Back Control
Leadership means setting clear expectations and holding staff accountable. Here’s how to turn things around:
Set Expectations Clearly outline job responsibilities and explain how performance impacts the team and dealership goals. Share how higher CP hours benefit everyone through bonuses or better resources.
Tackle Fear Build a recruiting pipeline so fear of losing staff doesn’t prevent action. Confident hiring processes ease decision-making.
Enforce Accountability Address low motivation, task refusal, and excessive absences fairly but firmly. Consistent standards build respect and teamwork.
Provide Training Help technicians and detailers gain confidence and skills. Investing in their growth boosts performance and morale.
Promote Collaboration Host regular team meetings to address challenges and involve staff in solutions. A collaborative culture motivates employees.
A Leadership Opportunity
This dealership had great potential but needed proactive leadership to unlock it. By leading with confidence, accountability, and clear goals, they could create a thriving department for employees, customers, and the business.
Remember: the tail doesn’t wag the dog. Strong leadership sets the tone for success.