What's the best way to handle this?

[Rabbi J]

First off, let me just state that I am an ASM, but do enough that I may as well be back in my old position as Service Manager.
- here is the situation...
We currently have a SM who is , as the techs and other ASM's believe, is NOT qualified.
A SM is supposed to manage, lead by example and give orders in a nutshell. Above all, also be able to make decisions and at least know the product/manufacturer's product line.
-When you tell an employee," Well, I think that's what we should do, don't you agree?" - what happened to a SM that has enough power to say,"This is what we are doing...because I said so / or because that is how it is." You shouldn't have to give a reason or ask for approval from your staff. I believe that shows uncertainty from a leader.
- How do you dispatch to your techs? Do you "feed" the techs that perform well, or the techs that cost the shop money? What about techs with repeated comebacks or the techs who's skill level does not match the job? ex: A brake job that the cust. pays $250 for and ends up costing the shop $850 because a caliper bolt is left off and a wheel needs to be replaced along with a caliper?
I don't get it at all. Maybe I am not seeing what the rationale is. I've got MDT's ( master diagnostic techs ) that are not getting the work that they need to survive.

I realize that running a store is not easy, trust me I've been there, but how do you not have common sense about things like hiring porters or keeping applications on file in case something happens with your current staff.

---If it's common sense, why is it so uncommon?---

We ( asm's ) are left not only writing customers, but taking calls/appointments, closing tickets, putting out fires,cashiering, washing cars and doing porter duties. I think that this is still a bit too much for ANY shop.

I've sat for so long watching things just stay stagnant with our current situation and have spoken with my peers and techs ( who I consider my peers). Our opinion is just that, an opinion. In our owners eyes, our SM can do no wrong.

You would think that customer satisfaction should be at the forefront of everyones agenda. If you care about the welfare of your customers, the money will follow. I can't believe that someone in that position can sit back and watch the money roll in. To come in at 7:15 ( asm's are there at 6:30 ) , take an hour and a half lunch, leave at 5:00 ( techs leave at 5:00, asm's at 6 ) is that leading by example?

I don't know what else to do. Can anyone give us some input on the situation or at least a way to improve it?

Thanks in advance all. I am sure feedback will be plentiful considering the tone/nature of the post.

[cantfind12]

Its a Brave New World...let me explain.

I was at a high line import dealer (okay BMW) in New Jersey not too long ago. Their hours were 8-4:30 Monday thru Friday (Service and Parts). The customers were happy the dealer personnel were happy. To coin a phrase it "was what it was" and expectations "were what they were." People subscribed to it like the times when banks closed at 5 or "blue laws" shut down malls on Sunday. It was not an imposition. They got bought out and changed their hours. I am sure sales must have been ecsatic, however, they lost many of their tenured parts and service people. Its a classic story of short term versus long term. We live in a time that is trying to figure that out and not doing such a great job of it. If nothing else use this anecdote in your equation.

[texaslp]

If the owner backs up the SM there isn't much you can do. Make the best of it where you are in spite of the SM, or seek other employment.

Speak with your peers and techs along the lines of "how can we make things better for ourselves" instead of "wow things are rotten" and present some ideas to the SM.

Some of your comments like asking for an employees agreement, actually I prefer than to work for a dictator who doesn't value the input of his ee's. Sure if there is disagreement then the mgr has to call the shots.

Good luck!

[capsgs]

There are a lot of ways to manage a service dept. The biggest part of managing is delegation. I don't see involving your employees in some of the decision processes as being a bad thing. Yes you must be a leader, but you are leading a team!!! There are obviously some problems that need to be adressed. And as stated before, maybe you should offer up an opinion or idea.

[Old Irish]

I could spend a few hours replying to all the points/scenarios you mentioned in your posting. I'll try to get back later but for now....

Yes, when those under him are struggling with a decision the manager can and should jump in and make the call. The buck has to stop somewhere. The department needs to know that the manager will be there to make the tough calls. But, there's no reason he can't consult with those who may know more about a particular problem or situation before making up his mind. Even the president has a room full of cabinet members for gosh sakes !

Your description of ASM/Advior duties sounds about normal execpt for the bits about portering and washing cars. But a lot of that depends on the size and budget of your department.

I don't expect my advisors to do that...although they will on odd occasions if we're really backed up.

More later
DD

[This message has been edited by Old Irish (edited 04-08-2008).]

[btk]

I think you have 2 ways to look at it.

1- Complain about your manager with all the other employees bacause misery loves company and it makes everyone feel better when you have people that share your opinion.

2- Look at it as an opportunity to put processes in place that work for the best interest of the customer. If I had a manager that wasnt involved( and I have) I took the lead in getting better processes in place that made my job easier and increased customer satisfaction.If the manager asked I told him I was making his job easier by fixing processes. Processes make a business successful, You can put good people in a bad process and you will have failure. You can have bad people in good processes and they succeed.

[RKing]

Sounds like the owner needs to pay closer attention. It is hard to be a leader if one has no followers. If your specific situation cannot be changed or at least talked about openly, remember it is always easier to find a job when you already have one.

[gmcgrew]

Just wanted to make a couple of notes. When dispatching work it needs to be done to the correct tech. This doesn't mean the best or most qualified (I.E. highest paid) it needs to be sent to the tech that can competantly do the job. The reason for having the lower paid techs do the lower level of work is two fold, one they need to learn something, and two they need to do work they are capable of. Are mistakes that cost the shop going to happen? Yes, but hopefully the tech learns from them and does a better job. The next problem I see is the service writers. If they are turning work away for any reason and the techs don't have enough work to get through the day they need to realize that they can control the work flow. As far as the hours the manager keeps what is the difference. If they trust the crew to get the job done why not work less when you can. The flip side is that many managers are working at the store after everyone has left on tasks that no one else sees.

[IANMC]

Is there really anything wrong with asking a
qualified and well trained Tech for his/her opinion of how to proceed."what do you think" allows for input and might actually show the Tech that his/her opinion does matter and can promote team work. As far as work distribution I would think the ASM's are responsible for that and the SM should only be involved if the ASM cannot or will not address the problem.

[Toyotaguy]

Sounds like you have your hands tied. I am a PM. I will disclose that. We have a SM that deosn't make a lot of decisions and the common sense stuff is left to the people with common sense.

My feelings are this. As long as it doesn't hurt the dealer. If its not your job don't do it. For instance, we used to get water delivered. The company would drop off 5 bottles a week. We had an inventory of 35 filled bottles. The owner comes in and asks the SM whats with the water why are we getting so much water. The SM says I have no idea where we get it from the guy just shows up. Not Only does the guy show up in a big Green Truck with lettering and a phone number on it he gives the SM the receipt with account number and balance with the phone number on it. The bottles have the same logo. He calls over to the parts department and says hey call the water guy and tell him to stop sending water. We hang the phone up and start laughing our butts off. He doesn't know the company or how to contact them. See if you continue to do his job and cover then nobody not the owner will really care.

Its disappointing that owners don't see who truly runs the show. If you play dumb like him and make sure your job is done then he will have to pass it along to someone else. I have been there and till this day I still get the stupid questions. Just say ummm not sure have to get back to you.

Good luck