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Welcome back to our ongoing series on the true costs of employee turnover in the automotive retail industry. In previous articles, we've delved into the financial burdens of recruitment expenses and the often-overlooked training investments. Today, we shift our focus to a crucial aspect: "Lost Productivity Costs."
Why Lost Productivity Costs Matter
When an employee leaves your dealership, the monetary implications extend beyond just the recruitment and training expenses. A substantial hidden cost lies in the realm of lost productivity. This cost reflects the time it takes for new hires to reach the same level of efficiency and effectiveness as their predecessors. For our examples, the assumptions are it will take a minimum of 60 days for a sales consultant and 120 days for a B-Tech to achieve full productivity of their respective positions.
Here's why lost productivity costs are of paramount importance:
1. Learning Curve: Regardless of the level of experience new employees bring, they need time to adapt to your dealership's unique processes, culture, and customer base. During this adjustment period, their productivity often lags behind that of their seasoned counterparts.
2. Performance: In the automotive retail industry, sales performance is a key driver of success. As new Sales Consultants join, they may not be as effective as the experienced individuals they are replacing, potentially leading to a decline in overall sales figures. Likewise, in service, a B-Tech needs the assistance of a mentor within the shop to reach full potential. This reduces the productivity of both parties.
3. Customer Service: Customer satisfaction is paramount in this industry. While new employees learn the ropes, the quality of customer service they provide may dip temporarily, which could lead to lower customer retention rates.
4. Administrative Delays: Whether it's paperwork, internal processes, or handling customer inquiries, new employees typically take longer to complete tasks, leading to delays and potential bottlenecks in dealership operations.
Measuring Lost Productivity Costs
Quantifying lost productivity costs can be challenging, but it's an expense that cannot be ignored. To estimate its impact, consider tracking the following:
1. Time to Full Productivity: Measure the time it takes for new employees to reach the same level of productivity as their predecessors. This metric can vary by role and the complexity of tasks.
2. Metrics: Monitor sales performance for new Sales Consultants and compare it to the performance of their more experienced colleagues to identify any performance gaps. An efficiency spreadsheet can be developed for the Technicians to monitor the value generated by each bay.
3. Customer Satisfaction: Use customer feedback and surveys to gauge how new employees are impacting customer satisfaction levels.
4. Task Completion Times: Analyze how long it takes new hires to complete various tasks compared to seasoned employees.
Understanding the above and using our defined numbers from the 2022 NADA Workforce Study, we have discovered the productivity loss to a sales consultant replacement is $81,045.32 or $2,701.51 per day. The B-Tech is actually more at $107,175.32 or $1,786.26 per day.
With the national average of 10 Sales Consultants and 8 B-Techs, this relates to the current turnover rates to be $527,963.25 and $294,266.00, respectively, for a total of $822,229.25 for just two positions within the dealership. We need to be cognizant of these numbers and refocus quickly before the numbers rise as they are trending to increase.
Addressing Lost Productivity Costs
Minimizing the impact of lost productivity costs requires a proactive approach:
1. Comprehensive Onboarding: Implement a structured and thorough onboarding program to accelerate the learning curve and help new employees adapt more quickly. This should include both formal training and informal mentorship.
2. Mentorship: Pair new hires with experienced team members who can provide guidance and support during the transition period. Mentorship programs can significantly reduce the time it takes for new employees to become productive.
3. Performance Metrics: Continuously monitor and measure the performance of new employees to identify areas for improvement and training. Regular feedback and performance evaluations are essential.
4. Feedback Loops: Encourage open communication within the dealership, allowing new employees to express their challenges and concerns. Addressing issues promptly can help minimize the impact of productivity losses.
5. Cross-Training: Develop a culture of cross-training, where employees have a basic understanding of each other's roles. This can help bridge gaps during staff turnover and ensure smoother transitions.
The Bigger Picture
When calculating the true cost of employee turnover, lost productivity costs are often underestimated. The impact on sales, customer service, and dealership operations can be substantial. Recognizing this hidden cost and implementing strategies to mitigate it can make a significant difference in the financial and operational health of your dealership.
Stay tuned for our next article in this series, where we'll explore the costs associated with customer loyalty in the automotive retail industry.
Join the conversation, share your experiences with lost productivity costs in the automotive retail sector, and contribute to the enhancement of our industry's resilience.
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