Case Study: Tips for Managing Change in Automotive Dealerships

21 April 2025

Case Study: Tips for Managing Change in Automotive Dealerships

Change is part of how modern dealerships operate. Whether it’s a new system rollout, shifting customer expectations, or updates to how teams work together, most automotive dealerships experience some kind of change regularly.

While some employees adjust quickly, others may feel unsure or overwhelmed. They might question their tasks, their goals, or how to move forward. This is where steady, people-focused leadership makes all the difference.

In this article, you’ll find practical, easy-to-use strategies to support both sales and service teams. These tips are designed to help your people stay focused, engaged, and confident—even when everything around them is in motion.

Know How Teams React to Change

Here’s something worth thinking about: not all change feels the same to every team.

Sales staff, who interact with customers daily, might feel the pressure of shifting offers, new sales goals, or updated pricing. On the other hand, service teams often face technical or process-related updates. A change in their routine—even a small one—can create confusion or delay. So, how do you lead both teams at the same time?

Start with simple check-ins. Ask how recent changes have affected their work. Don’t wait for formal reviews. A quick five-minute chat during a shift change can tell you more than a long report. And listen carefully—sometimes, what a team doesn’t say says the most.

Tip: Keep a simple log of staff feedback. Patterns show up fast and help you spot what needs
your attention first.

Support Sales Through Skill Building

In sales, performance often relies on a mix of confidence, communication, and time management. When change hits, even the best performers can feel thrown off. They may need to adjust how they speak to customers or rethink how they follow up on leads. One way to support them? Invest in skill development. 

Focus on skills that help in real conversations with customers. Listening, follow-up, and time use are strong starting points. These areas often come up in coaching sessions and development plans. For example, the idea behind the 12 skills of a great car salesman offers a helpful way to think about what makes someone more effective in sales. It also notes that listening to customers’ needs and preferences builds trust and is necessary to understand their requirements.

Don’t overcomplicate it. Pull one idea from an online resource and use it to shape your next team meeting or one-on-one session.

Try this: Ask each salesperson which skill they want to improve this month, and build your coaching around it.

Help Service Staff Stay on Track

Your service department runs on structure and consistency. So when changes come in—like new systems, updated processes, or even different parts suppliers—they can throw off the entire rhythm of the team.

Here’s how to help: keep things clear and steady. Before rolling out a change, walk through it with your team. Ask them what questions they have. Let them suggest ways to make the shift smoother. Often, the best improvements come from the people doing the job every day.

Bonus idea: Create a simple wall chart to track team wins each week. People appreciate seeing their work recognized, especially during busy times.

Communicate Clearly and Often

Ever been part of a team where no one knows what’s going on? That’s what poor communication during change feels like—and it kills progress fast. You don’t need long speeches. What your team needs are frequent, clear updates. That might mean a short morning huddle, a weekly note, or just being available for questions during shifts.

Here’s the key: talk early, talk simply, and talk often. Use language that’s easy to follow. If something’s uncertain, say that too. People respect honesty more than empty answers. And always, always make space for your team to share what they’re thinking.

Pro tip: Ask, “What’s one thing that’s unclear right now?” at the end of every group chat. You’d be surprised how much that opens up honest conversations. 

Build Long-Term Team Strength

Helping your team through change isn’t just about today. It’s also about making sure they’re ready for the next challenge—whatever it may be.

That means focusing on small, steady steps over time. Set short-term goals. Celebrate when they’re met. Offer chances to learn new tasks. Share wins across teams. These simple actions build confidence, boost trust, and keep everyone moving forward.

Try this: Once a month, ask team members to share one thing they’ve improved at. It’s a simple way to show progress—and reminds them that growth is happening, even in busy times.

Conclusion

Managing change isn’t about having all the answers. It’s about showing up, staying clear, and helping your team stay steady—even when things feel uncertain. As a leader, your influence sets the tone. The more you listen, guide, and support your people, the better they’ll handle whatever comes next. And remember: change isn’t just something you manage. It’s something your team can grow through—if you lead them well.

Making change management easier!

For some practical tips on how to manage change, look at our great-value guides (below). These include some excellent tools to help you change yourself, and manage change at work.

The best way to use these is to buy our Managing Change bundle, available from the store. We’ve bundled together five e-guides, available at half the normal price!

Read the guides in this order and use the tools in each. Then change it – on time, in budget!

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