By Bob Stewart

Most dealership problems begin with poor communication. At least, this has been my observation over the past 30 years of consulting.

Common Problem
In many of the dealer management meetings I've attended, the dealer or general manager communicated his/her goals, but departmental managers heard something else. After these meetings ended, I would ask the managers several questions about the meeting and received a variety of answers.

For some reason, dealer/general manager priorities rarely match manager priorities in terms of work load, competition, time, and results desired.

Simple Solution
After a while, I began using a form in my consulting visits that my old boss used. It's called the "Do It Today" sheet or the DIT. Here's how it works:

• This DIT sheet lists items the dealer or general manager wants done, who should do them, and a completion date.
• During meetings, all managers review this sheet and agree to completion dates for their projects.
• At all subsequent meetings, managers review these dates and times for completion. If a manager fails to complete the assignment, he/she needs to explain why and see if any additional resources are needed to get it done.

Though basic, the discipline of writing down desired goals helps keep managers focused. It eliminates excuses for lack of completion and concentrates everyone's energy in the same direction – toward profitability.

The current business climate is challenging; however, there are still opportunities and a need to generate revenue in all departments. During discussions, ensure goals are understood and that tasks can be completed within the agreed time frame. Effective communication with managers is where it all begins.

Bob Stewart has over 30 years of automotive industry experience and has brought his expertise of fixed operations to Reynolds Consulting Services since 1996.