Understanding Advisor Turnover

I recently talked to a dealer who was very upset about their service department's performance. They were especially worried about low customer satisfaction scores and high turnover among service advisors. The dealer blamed the advisors for not being there long enough to complete their training, But this misses some important points about management and workplace culture.

The Blame Game

It’s easy to point fingers at the employees when things go wrong. However, when advisors leave often, it usually means there are bigger problems. Are they getting the right training? Is the manager creating a supportive environment? These questions are important to consider.

Time for Reflection

Leaders need to ask themselves, “What am I doing wrong?” Just having a leadership title doesn’t mean you’re a good leader. Real leadership is about how followers see you. If employees are unhappy and leave, it could be a sign that something is wrong with management.

Being a Good Leader

To be a better leader, you should:

• Provide Good Training: Make sure advisors get the help they need to do their jobs well.

• Encourage Communication: Create a space where employees feel safe sharing their thoughts.

• Promote Teamwork: Build a culture where everyone feels like part of a team.

Conclusion

To solve the problem of advisor turnover, we need to look beyond blaming the employees and think about how we can improve as leaders. By reflecting on our actions and creating a supportive workplace, we can help employees succeed and keep customers happy. Good leadership is about responsibility and making sure everyone feels valued.