fbpx

Detail Syndrome

Is it just you, or your employees too?

da_1As a shop owner, you’re probably very cognizant of many of the little things around your store. You see all of the little details that many others fail to see. I call this “Detail Syndrome.”

How many times have you come to work and as you walk across the parking lot, you pick up the garbage off of the pavement as you head in? I’m sure most of you do so. After all, the parking lot is the first image your customers get of your business. Are there papers strewn about? Hamburger wrappers, etc.? Are there patches of uneven pavement or, worse yet, gravel?

The next question I always ask myself is, “How many of my employees have Detail Syndrome?” Are they proud of the business, or is it just a place to work? The first step, obviously, is the picking up the garbage outside as they walk in. Do they walk by, or make the effort to bring in any litter to be placed in the garbage cans?

The next question is this; do they carry this effort into the store? Are they straightening the displays as they walk around? Are they making sure the clothing is hanging properly as they go? Making sure the bikes are in nice neat rows? Is the parts room neat, or a disaster?

Employees like this are the ones I’m always looking for, and as the boss, you too should always be on the lookout for these people. Usually they are detail oriented, and concerned with how everything looks, and how it’s organized. I want staff who care about every aspect of the shop, and of the place they work. It’s important. VERY important.

[pullquote]You can see it everywhere. From helmets to the bikes on the showroom floor. Is a certain department always looking like a bargain basement, or is everything neat and tidy? Does it show that the employees are proud of their environment?[/pullquote]

Years ago, I dropped into one of the largest powersports dealers in the country. This was a dealership I had heard about for years. It was huge. It also looked like a bomb had gone off inside, scattering accessories everywhere but on the shelves. Boots on the floor. Racks with levers and barpads scattered all over the place. Saddlebags and tank bags lying everywhere but on the shelf.

One department, however, was in perfect array. That was the clothing department. It was run by a couple of ladies who were obviously very proud of their job, and their area of oversight. I asked them about the other displays, and they shrugged, saying they were a disaster, and will probably always be a disaster, as no one was taking any responsibility, including the managers and the owner. They had tried to help organize other areas, but had been stonewalled by lack of enthusiasm.

This was a dealership in an area of millions of people, doing many millions of dollars of business a year. Perhaps they would say that they are too busy selling to tidy up after every client. I don’t buy it. How many customers have given up after trying to find a particular accessory and gone somewhere else? Also, not one person offered to help me in all the time I was there, aside from the two aforementioned ladies.

I often go out on the sales floor or into the P&A departments, looking at each area to see who has Detail Syndrome in their respective departments, and who is keeping the seats warm between customers. Yes, it’s a spy mission, and yes, staff behaves differently when you are around than when you are away, but you can soon get a very good idea who is proud and who is not. Who would you want to keep?

You May Also Like

Every Season Matters at 4 Seasons Equipment Co.

This Mississippi dealership is using its employees’ experience to bring customer satisfaction throughout the entire year.

4 Seasons Equipment Company

When you think of Tupelo, Mississippi, what comes to mind? For some, it could be that it’s the birthplace of the king of rock and roll, Elvis Presley. In his heyday, he rode his fair share of motorcycles. What Elvis missed out on, however, is the powersports culture in Tupelo, and 4 Seasons Equipment Company is helping that culture thrive.

Maximize Wealth-Building Through F&I Participation Programs

Partnering with established F&I providers that know how to assess risk and offer competitive products can reap rewards.

motorcycle, money, profitability, safety recalls
Building an Employee-to-Company Relationship

In the relationship between an employee and a company, the makeup of that is more than just what we are paying them.

dealership employees
Dealerships Shouldn’t Say, ‘I Don’t Know’

Every staff member can’t know everything. I certainly don’t know everything, but to say, “I don’t know,” is inexcusable.

Dealer Dialogue with Broward Motorsports of Palm Beach

This sizable dealership caters to just about every powersports segment you can think of.

Broward Motorsports
Other Posts
Ins and Outs of Cybersecurity for Powersports Dealers

The biggest threat to powersports dealers is no longer the traditional robbery job, but rather cybersecurity attacks. MPN’s Brian Ankney caught up with Accelerate2Compliance CEO Greg Pfleider and Citadel6 Director of Business Development & Marketing Catherine Junes to get all the info dealers need to know to protect themselves against cyber crimes. Related Articles –

cybersecurity
Krämer Motorcycles USA Adds to Dealer Network

Colorado Springs Powersports joins the company’s North American dealer network.

kramer-logo-feature
At Greenville Motor Sports, Hunting and Farming Vehicles Thrive

Family-owned and -operated, Greenville Motor Sports is the go-to destination in the Mississippi Delta for powersports needs.

Greenville Motor Sports
NPA Pre-Owned Market Update: April 2024

New and used sales look very similar to 2023.

National Powersport Auctions, NPA, Market Report