When excellence is the standard, leadership is everyone’s responsibility.
Have you ever left the service center at a car dealership happy?
Not neutral, satisfied, or relieved. But actually in a good mood?
I just did.
When we repatriated to the US four years ago there were no cars to buy and any dealership that had a car to sell wanted to jack up the prices. Except for one place, a company called Sewell. Today I took my car in for servicing and as I drove away with a little smile on my face, I reflected on what a great business they run, and as I tend to do, I asked myself what it has to do with leadership.
What occurred to me is that I didn’t meet or interact with a single manager today. But I experienced leadership via five different people. And because of how well they led from within their own roles, I didn’t need to.
Here’s what I noticed.
- Their systems and processes actually work.
I called to book a service and it took under 5 minutes. I received a text message confirmation immediately and then again the day before. I was offered and booked for a loaner car. I pulled into the (immaculate) service area and was helped immediately. The loaner car came around and I went about my day. Two hours later I received a video message from the mechanic walking me through the service and a phone call from the representative. I was told a time to pick up, sent a link for payment, and was greeted upon arrival, with my car brought around in minutes. Everything simply worked. Creating systems and processes that work is how you lead a business. It creates routine and ease for both employees and customers.
- The standard of excellence is consistent, simple, and remarkable.
Every person I interacted with acknowledged and greeted me, usually by name. At Sewell you never stand around waiting for someone or looking for someone. Service is everyone’s job. Leadership doesn’t depend on a title. The mechanic who recorded the video started with “Hello Mrs. Hiatt, this is Carlos, I am the master technician working on your XT4.” The service bay is spotless. People are dressed professionally. Manners are impeccable. Questions are answered. Doing your job to the best of your ability and modeling behaviors and values is how you lead from where you stand. It’s not all that hard and yet so few bother to do it.
- They remove obstacles.
We bought my husband’s GM truck from a sister dealership 4 hours away (the only truck to be had) from the same brand. So, I asked if we could bring his in too. When it took more than a couple of minutes to find his car in the system, my representative said “let me book you and I’ll sort it out with my manager.” It wasn’t a problem, at least not mine. Potential obstacle removed.
- They go the extra mile without blinking.
A loaner car available and waiting. A sneaky piece of fancy chocolate from the cashier when I paid the bill. A delightful coffee and soda bar. A car wash and vacuum. A cheeky to-go cup of Diet Dr. Pepper. I drove away smiling.
Excellence doesn’t happen by chance. It’s clear that the standard is set at the very top of the company. Yet excellence is achieved every single day because each employee is a leader. They are excellent at what they do, they act professionally, they solve problems and don’t let them look like problems, they do more than is necessary.
So if you’re wondering how to be a leader, do that.
