How General Managers Can Build High-Performing Teams Across Departments
Running a successful dealership requires more than just great sales figures—it demands strong, cohesive teams across every department, from sales to service, to parts, to the accounting office. As a General Manager, your ability to build and lead these teams can make or break your dealership’s success. High-performing teams drive operational efficiency, customer satisfaction, and ultimately, profitability. But building such teams isn’t just about managing day-to-day tasks—it’s about fostering collaboration, trust, and a shared vision across your entire dealership.
Why Teamwork Matters for Dealership Success
Every dealership is made up of various departments, each with its own goals and challenges. The new car sales team is focused on moving inventory and driving gross profit, while the service department aims to keep customers coming back for repairs and maintenance. The parts department ensures vehicles are fixed quickly, and the accounting team keeps the financial engine running smoothly.
While these teams may have different responsibilities, their success is interconnected. Poor communication between departments can lead to inefficiencies, mistakes, and a breakdown in customer satisfaction. For example, if the sales and service teams aren’t in sync, it can lead to customer delays, frustration, and missed revenue opportunities. On the flip side, when teams work together harmoniously, customers receive faster, more efficient service, leading to repeat business, higher customer retention, and improved profitability.
The Role of the General Manager in Building Cross-Departmental Collaboration
As a General Manager, you are the key to fostering a culture of collaboration across departments. Here are a few strategies to help you build high-performing teams that work together seamlessly:
- Create a Shared Vision Your employees need to know what they’re working toward—not just at the departmental level but for the dealership as a whole. Establish a clear, shared vision for the dealership that every department can rally behind. Whether it’s increasing customer satisfaction scores, improving service absorption rates, or hitting specific sales targets, make sure every team understands how their work contributes to the dealership’s broader success. For example, if your goal is to improve service retention rates, make sure the sales and service teams are aligned. Sales staff should educate customers on the value of returning to the dealership for maintenance, while service advisors should reinforce this message when customers bring their vehicles in for service.
- Encourage Open Communication Across Departments One of the most common pitfalls in dealerships is the silo effect—where departments operate independently with little communication or collaboration. To avoid this, you need to break down these silos and foster open lines of communication. Regular inter-departmental meetings are a great way to ensure everyone is on the same page. Sales, service, parts, and accounting teams should share updates, discuss common issues, and work together to solve challenges. Consider implementing a centralized communication tool that allows team members to quickly share information, whether it’s about a customer’s service appointment or an upcoming sales promotion. The Dealerbible Communication Tool can streamline this process, ensuring that all departments are aligned and working efficiently together.
- Build a Culture of Accountability and Support High-performing teams thrive in environments where accountability is clear, but support is readily available. Every team member should understand their role and how their performance impacts the dealership’s success. This means setting clear expectations and holding everyone accountable for their performance, but also providing the support and training they need to succeed. As a General Manager, it’s your responsibility to ensure your teams have the tools and resources they need to excel. Provide training opportunities to help employees grow, and encourage mentorship between departments. When team members feel supported, they’re more likely to take ownership of their work and strive for excellence.
- Recognize and Reward Collaboration While individual performance is important, it’s equally essential to recognize and reward collaboration. When teams work together to solve problems or achieve goals, acknowledge their efforts. Whether it’s through team-based bonuses, public recognition, or dealership-wide celebrations, show your employees that you value teamwork and cross-departmental collaboration. Recognizing collaboration fosters a sense of unity and shows that success is a group effort. When employees feel like they’re part of a larger team, they’re more likely to go the extra mile to support their colleagues and help the dealership succeed.
Common Challenges and How to Overcome Them
Building a high-performing, collaborative team is easier said than done. There are several challenges that General Managers often face, but with the right strategies, they can be overcome:
- Resistance to Change: Employees who are used to working independently may resist efforts to collaborate more closely with other departments. Overcome this by explaining the “why” behind the changes and showing them how it benefits both the dealership and their individual roles.
- Lack of Clear Communication: Miscommunications between departments can lead to mistakes, inefficiencies, and frustration. Combat this by implementing regular meetings and using centralized communication tools.
- Competing Departmental Goals: Different departments often have goals that seem to conflict, such as sales focusing on volume while service focuses on quality. Address this by aligning departmental goals with the overall dealership vision and encouraging departments to support each other in achieving their objectives.
The Long-Term Benefits of High-Performing Teams
When teams work together effectively, the long-term benefits are clear. Improved efficiency, higher customer satisfaction, and increased profitability are just the beginning. High-performing teams also lead to better employee retention, as team members feel more satisfied and supported in their roles. This reduces turnover and creates a more stable, knowledgeable workforce that is committed to the dealership’s success.
Ultimately, building and maintaining high-performing teams across all departments is not just about managing tasks—it’s about creating a culture of collaboration, trust, and shared success. As a General Manager, it’s your responsibility to foster this culture and ensure that every team is aligned with the dealership’s overall vision.
Ready to build high-performing teams that drive your dealership’s success? Start by fostering open communication, creating shared goals, and recognizing the power of collaboration across all departments. When your teams work together, the sky’s the limit for your dealership’s potential.
