What is your dealership doing to effectively and COMPLIANTLY onboard new employees?  Don't forget some of these key things!  

I didn’t know I would come to Hustle & Grind Con and be inspired to my core.  I didn’t know I would come to Hustle & Grind Con and have a moment that would cause me to reevaluate my underlying message to my daughter. 
I didn’t know I would sit in the audience and cry again and again. 
I didn’t know I would be privileged to watch some of the most inspiring and amazing personalities…..in the automotive industry and out.
I didn’t know I would be so changed. 
I didn’t know I would be privileged to witness the changing of others. 

​One of my core beliefs is that nothing happens by accident.  So it was no accident that I was fortunate enough to be in Orlando for this unique and unusual conference.  It was no accident that I was there to be inspired—to be changed.  There were so many times during this amazing two day conference that I found myself shaking my head in awe of what I was experiencing and what I was seeing happen around me.  I saw people being inspired to dig deep and find their better selves and even now, as I’m writing, just the memory of it makes my eyes mist up.  I was one of those people digging deep and while my own spiritual journey brings me unending learning and joy—it’s the witnessing of OTHERS changing that really reaches a place in my heart that can only be described as elation. 

​Something kind of extraordinary happened at Hustle & Grind Con and in the house.  People were literally fired up—ready to learn—ready to advance themselves.  They were asking
 
questions of others with more experience.  I witnessed two sales associates, clearly highly trained,  actually train another hungry sales associate.  I watched and participated as a group of people from different areas of the country, in different roles within our industry interacted, connected, learned, taught, listened, and shared.  And even more extraordinary, everyone was focused on growth—both personal and professional.  Lux House #4 has still been chatting in our Facebook group message.  I’ve been watching everyone’s videos and posts, and smiling as my housemates take to heart the messages received!  No fires burning out from our house! 
 
I can only speak for myself, but I felt like I left Hustle & Grind Con 2018 with a new group of people I can call friends—not just professional connections.  I’ve left conferences with new friends—one or two—not a whole group—and to me that is extraordinary!  
 
While I didn’t know how effected I would be by this unique and unusual conference, I am so grateful I was there to find out.  Hustle & Grind Con 2018 changed me—those articles will come later, and some writings may be very well kept to my personal journal.   
 
So, THANKS, Shawn Hays, Glenn Lundy, & Dave Benson.  I truly hope you three have taken a moment to breath in the beauty of what you have created.  I can’t wait for next year!  (I will be bringing a big box of tissues!)

I am a big fan of Arbitration Agreements!  Make sure YOU'RE agreement is well drafted and just as important, efficiently and effectively delivered.  Review your Agreements now--a little time now might save a lot of time and $$$ in the future.  

​It’s oil change day and as I rolled into Wilde Honda in Sarasota, bright and early—I had a smile on my face.   Why?  Well, one reason is that I am and always will be a Wilde Fan.  Additionally, I knew I was going to see some people that I care about and that made me smile.   Also, I knew I was probably going to get a few hugs—and hugs always make my heart happy.  (Yes, I hug people—yes, I’m HR—I like to keep the “Human” in Human Resources.)
 
As I pulled in, Melissa, my advisor approached me.   While I know a lot of employees at Wilde Honda, Melissa is a new face.  She greeted me with a warm and welcoming smile, iPad in hand and asked for my name so she could look up my appointment.  I liked her immediately.  Her manner was pleasant and she treated me as if she cared.  Her smile was genuine—you know, one of those smiles that reaches the eyes.  She created instant rapport with me, joking and laughing, while efficiently taking care of my service needs.  
 
Getting vehicle serviced can be an annoying task—but necessary.  These days I’m so busy that it sometimes feels challenging to have to stop and take care of these mundane life tasks.  Having someone like Melissa in the drive can make all the difference to my entire experience.  Melissa seems to be a perfect fit for the extraordinary culture at Wilde Honda.

Wilde has very low turnover (around 26% when I was working for them)—that is one of the reason’s I know for sure that IS possible for our industry.  This year we have watched turnover industry wide go UP—after a year of chatter about attracting, selecting, and hiring the “right” people.  I’ve believed for a long time that simply focusing on hiring the right people is just the beginning of a solution.  It’s just bandage on a wound when it’s not followed by strategies that move toward a real retention solution.
 
I’m convinced that there is no one answer to our turnover issues.  I believe that every dealer is unique and as such, their particular turnover problems will be unique and therefore the solutions for each dealer will be a little different.  I do believe however, that employee retention issues revolves around the much bandied about word—Culture. 
 
When I was finishing my Bachelors I had this awesome Professor--Professor Dudley.  I loved him because he was not only intelligent and fun—but he also served as VP of HR for a large insurance company for many years and I appreciated his real world experience.  He gave a very simple definition of “culture” that has stayed with me.  Culture = What it’s like to work around here.   

​The employees at Wilde Honda know that they are actually cared about.  How do they know?  That starts with the General Manager, Skip Strasburger.  Skip is one of the most genuine and maybe the nicest person I’ve ever met in my life.  I'm not exaggerating.  If you know him, you know what I mean.  He takes the time to let his people know that he cares.  When a Wilde Honda employee has a birthday or work anniversary, they can be assured that Skip is coming around with his hand written balloon.  It’s a small thing, but it makes a big difference.  I know from experience.  I get the balloon too—even now, that I’m no longer an employee with Wilde—I know that in a week or so, I’m going to see a balloon message on my Facebook feed from Skip, wishing me Happy Birthday.  I know I’m cared about.  So do his employees.  Anyone who has worked with or for Skip, knows that when receiving a card or note from Skip, it is signed “Thank you for all you do!”  Across the board, at every level of the dealership—employees know they are appreciated. 

​Customer experience is ultra-important is it not?  It’s generally accepted that truly amazing customer experience comes from genuine caring from the company, delivered through employees solving problems and exceeding client needs.  How do we create an environment where employees develop genuine caring?  I think one of the first places to start is to have genuine caring for them—for their experience within the company.
 
I’ve been thinking a lot lately about EMPLOYEE EXPERIENCE—Aren’t employees our internal customers?  I’ve always held this to be true:  I have three customers when working for a dealer:  The dealer/company first and foremost, department heads—helping them achieve their goals and creating learning relationships, and employees.  It’s logical that if we apply the same principals of caring customer service to our internal customers/stakeholders that we will begin to see positive changes in the organization.  My experience—and the experience at Wilde Honda shows that the first dividend will be evident in lowered turnover. 

FCRA--I know, it's a shock to realize that FCRA must be followed when conducting pre-employment background checks.  Dealers should check that their process is compliant.  I advise NOT relying on your background check company.  They won't be paying your fines for your internal processes.  

There is a recently published and updated Summary of Rights--See the video and get the new form.  Don't have a needless and frankly silly lawsuit because of not following process.