There are two sides to the role of a “manager.” In some cases, we
need to manage, but, in others, we need to coach. We often get
those two roles confused. A manager’s responsibility is to manage
a process, while a coach’s responsibility is to develop people.
In considering what makes a good manager, I see three crucial
components:
1. What are you trying to do?
A manager needs a clear focus and direction with the process
they’re managing. Imagine you’re a Parts Manager focused on
calling customers back once orders came in. You’d answer, “What
are you trying to do?” with “call customers back within 12 hours
of receiving their parts.” Then, you’d implement a process to
ensure it happens.
2. What do you need?
This reference is to staff. You need to understand who you need
to make a process work. When Bob Clements International
works with dealerships, this is a pain point we see time and time
again. Managers often have a process to implement but don’t have
the staffing required to make it effective.
As an example, if you’re implementing a triage process in your
service department, you’re going to need a service coordinator
- someone to wash equipment, pull equipment in and out of the
service department and to make the most of your technicians’
time. The addition of this person makes your process run the way
you intend. As a manager, it’s important you’re clear about not
only what you’re trying to do but also who you need to make the
process work.
3. Are you on track?
A manager constantly looks at the process’ numbers and is
adjusting based on what they see. Since they know where they’re
going and who they need, it isn’t difficult to see if the process is
on track.
So, how are you doing as a manager? Do you know what you
are trying to achieve? Do you know who you need to make the
process work? Do you have the information to course-correct if
necessary? Answering these three questions is a great indication
that you’re on the right track on your management journey.
For more information, please visit www.bobclements.
com or call 800-480-0737.
Have you ever had a terrible manager? I have. My guess is
you have too. When I think about a terrible manager, I think of
someone who micromanages, lacks communication skills and
motivates with fear. The first manager I had, at my first “real” job,
embodied those characteristics and often led our team with a
heavy hand. Whether or not you’ve had an experience like mine,
you can decide what type of manager to be – the one I described
or one that creates a completely opposite reality.
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NATDA Magazine
53