A reflection on leaders that have truly made a lasting impact
I was recently on vacation with my wife in Europe and we decided to stop in Zug, Switzerland where we used to live for a year. We wanted to visit not only where we lived but also the Mercedes-Benz dealership where I worked.
I called ahead and let the Aftersales Manager who I trained to take my place when I moved back to Canada that I wanted to stop by and see if he had the time to go for a coffee.
The reception I received was beyond what I could have anticipated. The team I last saw six years ago gave me a warm welcome beyond imagination.
I was greeted by hugs, hardy handy shakes and even gifts. Some members of that team I managed even pulled me aside and said that I was the best manager they ever had and they would never forget what I did for them. I was speechless and humbled.
Reflecting on the visit later I was overwhelmed I had that much of an impact with this team. After all, I had only worked with them for a year. Then I thought about my career and the managers that had an impact on me.
When I was 14 years old I was a huge Porsche fan. I would buy every car magazine on the shelf and read about Porsches. I had Porsche posters on every wall in my bedroom.
From that day forward he would keep me involved in decision making and we had many discussions that would start with Andy asking me what I would do if I was the manager.
All this passion for Porsche inspired me to start writing letters to Peter Schutz, who was the CEO of Porsche AG from 1981 to 1987. He was the savior of the 911 and always said: “Hire character and train skill”.
He actually wrote me back!! (Take into account that this was before email) These were hand written letters and he always responded back to me.
Today I am still surprised how this busy CEO cared enough about this 14 year old kid to write back. I mentioned in one of my letters that I would be visiting my grandmother in Germany. He said, “You have to visit me at the factory!” WOW! Now 15 years old this was a dream come true. When I was in Germany I took the train to Zuffenhausen.
I started walking which turned to excited running, to Werk 1 where I was to meet Mr. Schutz. I told the guard in German that I was here to see Peter Schutz. He didn’t believe me and was rather rude. He told me to wait and went into the guard house and checked if I was for real. When he came out I was addressed as Herr Köhler and he politely escorted me to Peter Schutz’s office.
While I was walking I passed Ferry Porsche’s office thinking how cool this was! I got an incredible private tour of the factory, the museum and even the private Porsche family car collection. I had the most incredible day! I asked Peter how I could thank him and he said: “Just promise me you will work for Porsche one day!”
After I came back to Canada from that trip I worked at a Canadian Tire store in Kitchener. It was here that I became hooked on working in the car business. I worked as a parts advisor, parts manager and then assistant service manager. After 7 years at Canadian Tire I decided it was time for me to work at a dealership.
I remember the day well. The local BMW dealership was looking for a service advisor. With my resume in hand I walked into the dealership. I remember there being a great deal of commotion around and later learned they were in the middle of a car clinic.
I eventually found the service manager, Andy Campbell. Andy took time out of this busy day and immediately brought me to his office where we had a great chat and he offered me the job. Right away I liked Andy and admired his professionalism. I was so excited to work for him.
I didn’t know then that this would be a pivotal moment for me and my automotive career.
I worked hard as a BMW service advisor under Andy’s leadership but more importantly Andy became my mentor. Andy took me under his wing when I said one day that I wanted his job.
From that day forward he would keep me involved in decision making and we had many discussions that would start with Andy asking me what I would do if I was the manager. His ego never got in the way to help me. Andy was great at coaching and encouraging me. As I worked longer with Andy I quickly learned that he always did the right thing and cared deeply for his customers and his employees.
This aspect of caring really made me want to be that type of manager one day. Andy eventually became the General Manager of four rooftops and I became the Fixed Ops Manager of the BMW store.
Andy and I became great colleagues and we had a mutual respect for each other. He had my back and I had his. Our friendship has lasted a lifetime and for that I am forever grateful.
In our semi-retirement years Andy and I reunited to run our own consulting business together, Firing on all Cylinders Automotive Consulting Inc. I will never forget that day walking into the BMW store and the tremendous opportunities that Andy had given me.
Don’t forget those young folks that wander around in the showroom. Don’t ignore them but engage with them by giving your time. Have them sit in the awesome cars you have on display.
After 12 years of working for the BMW dealership the store was eventually sold and it was time for me to move on. I started working at the Mercedes-Benz dealership in Kitchener.
I was hired by the General Manager Justin Nesbitt. Now I know Justin was a bit hesitant hiring me and I am very thankful he did. Justin became a very caring leader and his desire to make others succeed was truly incredible.
We had quickly developed such a mutual respect and trust for each other that today makes me realize it was truly a gift. Justin had such confidence in me he let me run my department the way I thought it should run.
With that trust I wanted to do a good job. I not only wanted Justin not to worry about aftersales but I wanted him to be proud of our after-sales team.
The more successful we were, the more trust I received. Justin didn’t shy away from giving me praise both in public and in private. Is that not a sign of a great leader?
He also had an incredible way of making me reach for more lofty goals and was always there to offer support. Justin also had the ability of knowing when I was working too hard. He cared so much for his employees well being that it makes me emotional just thinking about it.
There were times he would come into my office and take my laptop. He would say: “Enough, go home, take tomorrow off and see you Monday.”
There were other times he would tell me that he was arranging a night out for me and my wife as appreciation for my hard work. I always felt valued working for Justin. He always lived by the credo: “Happy Employees equals Happy Customers.”
Justin and I worked together at that Mercedes-Benz dealership in Switzerland. I was blessed to be given such an opportunity but what I remember most is the late nights we would be sitting at a restaurant excitedly planning and openly discussing as friends this new dealership in Switzerland.
I have a couple of things to summarize. Don’t forget those young folks that wander around in the showroom. Don’t ignore them but engage with them by giving your time. Have them sit in the awesome cars you have on display.
Bring in co-op kids from your local high schools and have them work in your shops. I know we are busy but let’s all get them excited about our business.
I can’t thank Peter Schutz enough for encouraging a young guy like me to get into the car business. Today more than ever we need young people to be apprentices, advisors, and sales people!!
Lastly you just never know who’s life you changed as a leader. Leadership is about making others better and leaving a legacy behind that people will remember. Remember that in dealerships across the country and maybe even in Switzerland there is an employee that you have made a positive influence on. That is an incredible responsibility.
