I was recently at a training seminar and the leader mentioned that we are all just “people taking care of people” in our daily business. The fact that we sell and service automobiles is really a side note. First of all, we have to take care of our fellow employees and then we have to take care of our guests (and in that order otherwise your business is doomed).
But in dealing with the day to day issues that come up, it’s important not to overlook a trait that is not discussed enough, namely empathy. In case you’ve forgotten, empathy is the ability to put yourself in the figurative shoes of another person so you can understand where they’re coming from and what they’re going through.
First, let’s take a look at our internal operations. In leadership positions it is very easy to sit in the Ivory Tower of our offices and judge from on high as to what’s going on down below. A manager can look at reports and data all day, but the numbers don’t tell the whole story. The data gets there because of people. People who get up every day, come to work and (hopefully) want to do a good job and get rewarded for their efforts.
Those people, however, each have a unique story. You can’t tell by looking at someone what baggage they’re bringing to the office that day. Maybe their car is having trouble or their kid is struggling at school. Maybe they’re having relationship problems or family struggles. Maybe there is a medical emergency straining the family finances. Maybe a loved one is far away and not able to be comforted by them. The point is you just don’t know.
You can certainly ask (in a one-on-one setting, of course. No one wants to be put in that position in front of their peers), but you may not get the full picture. If you see something is off, whether it be from performance-based metrics or just the look on their face, you owe it to them to at least be inquisitive and try to help.
If you are fortunate enough to have/gain their trust and they are willing to share, the most important thing to do is listen. Empathy begins with being able to listen to what they’re telling you and almost immerse yourself in what they’re going through. Ask yourself the following:
- What would I do if I were in this situation?
- How would this make me feel if I had to go through the same thing?
- How can I be of assistance in dealing with this?
Sometimes there is nothing you can do and they just want someone to talk to. Other times there is assistance that you can provide or resources you can direct them to. Either way, hopefully you can convey to the employee that you care about them and their well being. This cultivates a workplace where people don’t feel the need to hide what’s going on in their lives, which should lead to happier and more productive employees.
Switching gears over to the guest side of the equation, we run into people every day who are dealing with their own personal baggage before they ever step foot in our stores. And remember that people only come to our stores because they have a problem!
Think about why people come see us or contact us:
- Maintenance required/low tire pressure/check engine light is on.
- Car won’t start or run properly (drivability issues).
- Manufacturer recalls.
- Lease maturing/need a new car.
- Current car needs too much in repairs, not worth fixing so they need to replace.
- Family dynamics changing (adding another child or one is of driving age), need to switch or add to the fleet.
And so many more reasons beyond that. Essentially, a trip to the dealership is another stressor in the guest’s life. They’d rather be almost anywhere besides our store. Maybe the dentist’s office is a close second, but you get my point.
We inherit that baggage and stress when the guest comes to visit us. This is where the empathy comes into play again. A service customer who loses their cool because of some needed work on their car may not be mad at the advisor or dealership. It may be the “straw that broke the camel’s back,” so to speak.
In a supervisory role, you are going to encounter these situations on a (somewhat) regular basis. Once again, it’s important to listen to the customer and try to figure out what’s really going on. That’s not to say we don’t make mistakes. After all we employ human beings and our track record isn’t perfect. However, getting the guest to a private location and really digging deep into any other issues can be helpful.
Of course, not all guests are just going to open up about their personal lives. They could be going through any of the things I mentioned above about employees but not willing to tell you. More often than not, though, if you take the time to listen to what the guest is trying to convey, you can propose a solution that at least partially removes or mediates one stressor in their life (their car).
And finally we should talk about you. Yes, you. Whether you realize it or not, you’re bringing your baggage to work with you every day. Does it affect your work and do you realize it? If you’re having a personal struggle at home, unleashing that stress on an employee or guest for an unrelated issue isn’t good for business or your sanity.
At a minimum, if you catch yourself letting outside things affect your work, take a moment and excuse yourself from the situation to get your bearings. Heck, even walk around the building for a few minutes to regain your composure. However, if it’s something that continually comes up and is affecting your work, you may need to seek out a professional to work through things. Many forward-looking companies have health care plans that cover mental health needs.
In the end, my goal is for everyone to realize that we’re all carrying baggage every day, even if we can’t see it. If we take this into account when dealing with others, we would become less judgmental and more empathetic, which would lead to happier people and better dealerships!
What say you? Have you had any experiences using empathy toward your employees or guests? I’d love to have the feedback.
Make it a great day! Dan
