6 Employee Types Every Dealer Should Know

Finding the right people to work at your dealership is often a tough and time-consuming undertaking. What’s even harder is understanding which employees you should keep and which ones you should let go.

It’s easy to see your employees in black and white – hard-working people do their jobs well, while the lazy and incompetent ones do their jobs terribly. However, by looking at things this way you can easily dismiss real talent.

According to dealership expert Bob Clements, there are six basic types of employees. To help you identify and evaluate each of them, he and his team at Bob Clements International (BCI) have put together the following Organizational Effectiveness Rating Chart:

Organizational Effectiveness Rating Chart

If you want your own copy of it, you can download it right here.

To help you make sense of this chart, here’s how Clements defines each of the six distinct employee types:

Employee Type #1: Motivated but Incompetent

These people are an expensive drain on your management team. They are the ones who will come in early and stay late when asked, but they also need you to explain things to them over and over again. Their overall effectiveness rating is 50%.

Employee Type #2: Motivated and Competent

These people tend to be your B-level techs. They can easily look up parts and call people. If are in sales, they close 35% of their prospects, come in early and stay late. Their overall effectiveness rating is 75%.

Employee Type #3: Highly Motivated and Competent

These people are a joy to have in your dealership. They probably have a key to your store and don’t require any management supervision from you. Their effectiveness rating is (you guessed it) 90%-100%.

Employee Type #4: Unmotivated but Highly Competent

These people are effective 80% of the time. They are the ones you need to focus your time and energy on. They are highly skilled but have lost their passion.

They used to come in early and stay late, but now you have to squeeze extra favors out of them. These people feel that they are either undercompensated or not as engaged as they should be.

In other words, they starting to disengage from the dealership, and your goal needs to be to get them passionate again.

Employee Type #5: Unmotivated and Competent

These people are concerned with how many sick days they have and how much time they can take off. They mess around on the computer instead of staying on task.

These people require 50% of your time and are the ones that you need to put on a 30-day corrective path to see if they are worth keeping next season.

Employee Type #6: Unmotivated and Incompetent

This is the worst type of employee you can have at your dealership. They require 80% of your time because they aren’t doing what you tell them to do. They have low productivity and give you the sense that they just don’t care anymore. There is nothing you can do to change them because they simply don’t want to be there anymore.

These are the people that you need to terminate before your next busy season. When you finally get rid of them, the whole organization will breathe a sigh of relief.

bonus tip
Bonus Tip: Hiring the Right People from the Get-Go

If you’re having trouble with hiring people who are both highly motivated and competent, our other valued dealership expert, Michael Rees, recommends reading “The Ideal Team Player” by Patrick Lencioni in his workplace accountability guide.

In this book, you’ll discover the following three main virtues of the “ideal team player”:

  • Humility: An employee who is humble can put the needs of others before their own – without degrading themselves.
  • Hunger: An employee who is hungry aims for success in all aspects of their work – from coming in to work every day to performing to the best of their ability.
  • People smarts: An employee who is people-smart is someone who works exceedingly well with others, including their boss, co-workers and customers.

The “ideal team player” should fall in the middle of all three of those virtues:

Ideal Team Player

If, however, an employee’s personality falls somewhere outside the boundaries of what’s considered to be the “ideal team player,” they may exhibit several less desirable traits:

less desirable team player traits

For instance, the “bulldozer” employee is both hungry and people-smart, but they lack humility, which can lead to arrogance. On the flipside, the “doormat” is humble and people-smart, but lacks hunger, which can make them less assertive.

When interviewing potential hires, ask them the questions that will help you determine what kind of employee they will ultimately end up. In some cases, you may even want to test them to see what qualities they will display once under pressure.

last word
Last Word: Ensure Accountability

To keep your staff motivated, you need to instill a sense accountability. One way of doing that is by using a dealership management system, which is how Scott Motor Coach RV Center handles this.

“Whenever anybody logs in, their activity is monitored,” said Dianne Donato, the Controller at the dealership. “That way, the owner or manager, can see who made each entry, who closed the deal and so on. This makes all our employees accountable.”

For more tips on employee accountability, be sure to consult Rees’ guide right here.

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