Articles

Employees Don't Quit Companies, They Quit Bosses!

The young, energetic auto service advisor warmly greeted the tow truck driver and I from behind the counter as we shuffled into the unfamiliar dealership. We had selected the dealership because of the location, but I would soon learn just how lucky I was to have landed there after my 70 mile tow truck ride. The service advisor, Jeff, began to ask routine questions about the car, including what happened prior to all the warning lights coming on, when the car quit, and whether this had happened before? I felt the alternator was the problem, as did the tow truck driver. Jeff was ready to begin the search for a new alternator when another service advisor suggested the battery and electrical system be checked out before an alternator was ordered.

So the process began of hooking up the car to all types of high-tech equipment that would provide the magical answers to my car dilemma. This process took much longer than this tired road warrior wanted. In the meantime, I had the opportunity to visit with Jeff while we waited and waited some more. I discovered that Jeff was a new employee to the dealership and had only been there a few short weeks. He was not as familiar with my car as he was with others, so he felt compelled to listen to the other service advisor, who had more experience.

What I did learn was that my car and I were in very good hands. Jeff was an accomplished service advisor with a different make of vehicle. He had won regional and national awards from the automaker for his superior knowledge and exceptional customer service. In the regional area of (Michigan, Kentucky and Ohio) he was ranked in the top 20 out of 880 service advisors. (The company did not rank 1-20) On the national level he was ranked at number 13.

The automaker had recognized his accomplishments with plaques, gifts, and a personal visit from company officials. The dealership he worked for, on the other hand, did nothing. Jeff, a dedicated employee who skipped lunches to handle service problems and often had customers waiting for him while other service advisors stood by idly - began to question if he was a valued employee. And so his discontentment grew. His request for a pay raise was not even acknowledged with a response. So Jeff began to search for other options.

Jeff's story, unfortunately, is all too common, despite today's tight labor pool. Although employers know they need to keep good employees, they sometimes overlook the basic principals of employee retention.

Jeff ultimately found a new place of employment: the dealership where my car had been towed. After he submitted his resignation to his previous dealership, a peculiar thing began to happen. The general manager, the owner, the service manager all attempted to offer more money or find out what else it would take for him to stay. They called him at home to sweeten the pot. But according to Jeff, it was "all too little too late."

What happened to cause an award-winning employee such discontent? As I saw it his previous employer forgot that all employees want to feel important and to know they are valued. Jeff began to feel his skipped lunches and dedication were not seen as important.

I contacted his former employer to find out his viewpoints on this situation. Unfortunately, the employer still did not realize why Jeff left their dealership. When I asked him as to how they recognize employees he did not have an answer, although he refereed more than once to the fact that the dealership did not have an annual banquet for employees. "A banquet?" I thought. "You've got to be kidding!" Jeff and the employees of his caliber did not want a banquet!! They wanted recognition for their efforts - a sincere "thank you" each time they went the extra mile, positive verbal feedback, a note of congratulations, or a gift certificate to a nice restaurant for him and his wife or an extra day off with pay - but not a banquet! If the employers have no idea how to recognize employees, they can certainly ask them.

Jeff was the greatest service advisor I have ever had the pleasure of meeting. The new dealership is very luck to have him. As he and I stood waiting for the mechanics to give their verdict, - it was the alternator after all - he shared with me, "I went from a hero to being zero. I am nothing here, I have to start all over to learn about these cars." He was willing to set aside his awards, his knowledge and his enjoyment of the former car because of the way the bosses treated him. Jeff is a true example that people don't quit companies - they quit bosses.

What have you done today to recognize or thank your employees? Take the time. It matters!