Humility and Willingness to Learn

In mid-August 2014 I was promoted to General Manager of Bob Stallings Hyundai. After dealer academy, closing the luxury used car warehouse, having to learn the "Korean" way instead of the "Japanese" way and really learning the workings of the Hyundai store, it happened! If someone was to ask me the key to moving up in the car business I would say that you have to possess a humble spirit and a willingness to learn.

Those two key characteristics are actually fairly difficult to find in a car dealer. Think about us: We're typically very salesy, well-dressed, sharp and confident. All too many times we are very full of ourselves. Other times we are terrified that someone might think that we don't know what we are doing. And others, we feel intimidated that we have to back up how we do something with a reason why we do it. So often, at least for me, the answer was because that was how I was taught. 

Humility

Throughout the various dealerships I have worked, I've realized that there is no #1 Winning Formula that can be instituted in every store. Each store has its' own unique personality, challenges, employees, problems. bad habits, system and reputation. One secret to my success has been something that I've learned from my father in law and mentor, Bob Stallings, which is to sit back and observe. At our Hyundai store, we made slow and steady changes to our policies, team and procedures. Sometimes it was excruciating. But, it has all worked out in the end.

"Do no harm," at first, just like a doctor's tall order and oath when he examines a patient, Bob has explained. This idea of just sitting back and observing can be very difficult for a car guy. {We want to jump in and show folks how it's done properly. After all, I should know how to do it perfectly right? Isn't that why I was hired?} But, if you sit back, watch, listen, evaluate and ask questions, you end up finding out why something is being done the way they're doing it. All the while, as you're analyzing, or in my family we call it diligizing, you may think that others think you're stupid, unfit, un-knowing, inexperienced or out of place. This is where the Humility comes in. Eventually, your co-workers and employees will understand that although you may have known better, in order to make proper changes, you had to sit and wait to properly diagnose the problems. This was key in earning my credibility with my team and also finding areas to increase our process or profitability. 

Willingness to Learn

Sometimes the answer to why things are done the way they are done is to cover up a flaw in personnel, a missing position on the team, a flaw in the software the dealership is using, the lack of a process. And unfortunately, sometimes the reason why a store does something out of the ordinary is because the personnel lack proper ethics, training or talent. A great General Manager will sit back and truly learn what is going on before forcing his will on his team.  They have to be willing to learn a new system, a new process, learn the new personalities of people and most of all, a great General Manager has to learn how to manage their talent in order to produce the most out of that person. I had to learn in the last five years that it is okay to say, "I don't know, but I will find out." 

These two keys to success are the basis of a foundation to becoming a General Manager. At least, they have been for me. I hope to write more about things I've learned from my mentors. 

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