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Customer Experience & Employee Experience are Connected

  • Customer Experience & Employee Experience are Connected

The buzz of the customer experience is taking the auto industry by storm, but there should be even more buzz about the employee experience and engagement. Without question, employees are your most important dealership resource – investing in their experience will ultimately create greater engagement, productivity, and profit for your dealership.


  • How do you ensure that you recruit, select, hire and train engaged employees in your dealership?
  • How do you engage your employees in the successes, as well as the challenges, facing your dealership?
  • How do you engage your employees to passionately align themselves with your business goals and objectives?
  • How do you know that your employees are fully engaged while on the job?
  • How do you engage your employees every day so that they're empowered to deliver legendary experiences to your customers?

Employee experience matters to the success of your dealership. Your employees are your dealership's ambassadors. How are you engaging your most important ambassadors?


We’ve got some tips to share with you that will help you create better results for your bottom line. Enjoy the attached article excerpt to get started.

Below is an excerpt from Tom McQueen’s previously published article,


Disarming Silent Saboteurs

Unmotivated and aggrieved employees can undermine your leadership and kill your profits.

Operations expert offers a comprehensive plan for preventing the next act of dealership sabotage.

December 2016, F&I and Showroom – Feature


"A Widespread Problem - The Gallup organization tragically reported in 2015 that fewer than 35% of U.S. workers are engaged in their jobs, and that disengagement is costing our economy between $450 and $550 billion each year. Automobile dealerships are not immune from this cancerous corporate disease.

Here are a few ways sabotage can raise its ugly head at your dealership:

  • Deliberate nonperformance and time-wasting
  • Spreading untrue rumors that damage the dealership
  • Disclosing confidential and proprietary information to competitors
  • Falsifying or altering information on dealership records
  • Pranks and vandalism that result in property damage
  • Deliberately destroying tools and equipment
  • Creating interpersonal conflicts

Tom McQueen is's automotive industry expert and has consulted with over 400 dealerships on performance improvement and employee engagement.


Click hear to read Tom’s entire article!