How to Adopt a New Way of Thinking in Automotive Retail

Cheri Stephens shares her insights on change management within automotive retail, emphasizing the importance of meeting employees where they are to foster new thinking and processes. 

Click here to watch the full interview with Cheri Stephens.

Video Transcript

Cheri: Change management in general, trying to get people even at the store to adopt a new way of doing things or a new way of thinking.

It really just boils down to meeting them where they are. I'll give you an example. When I was with Cox Automotive, we did have, again, the software was the vehicle in which we connected and then we were able to, talk about much more important, deeper things like the way in which we communicate with customers and things like that.

And there was always as a company, a big rejection for people who had been doing this a long time and they're like, we use paper forms or we like to manually walk up to the parts department and talk to them or, whatever their old school process was, we're trying to teach them a new way.

With these people they've been doing a long time and you're trying to come in here real fast and just throw a bunch of stuff at me and say this is the new way we're doing things and they're like, yeah, okay and but it's often because they feel they're overwhelmed.