The Undercover Dealer: The Power of Hands-On Engagement in Automotive Dealerships

In the fast-paced automotive retail world, a dealership is more than just a business; it’s a community where every role plays a crucial part in delivering value to customers. When a dealer actively engages with their associates daily, they foster a workplace culture of respect, connection, and mutual understanding. This hands-on approach can bridge gaps, improve morale, and drive success.

A recent example highlighting the power of direct engagement comes from Starbucks CEO Brian Niccol, who spent time "undercover" prior to becoming the new CEO to gain a real-world perspective on day-to-day operations. In an article by Rob Sacks, Editor at LinkedIn News, after regularly visiting Los Angeles-area cafes undercover, Starbucks CEO Niccol gained valuable insights that are now shaping company priorities. He’s simplifying the menu, reducing discount offerings, and focusing on delivering high-quality coffee with friendly, efficient service, especially during the busy morning hours. You can read more about his experience and the insights he gained here on LinkedIn .

The undercover approach resonates with the CBS series Undercover Boss, where corporate executives go incognito to work frontline jobs, discovering insights they might miss from the comfort of the boardroom. These undercover missions provided executives with a new appreciation for their teams’ work, inspiring positive changes within their organizations.

I’ve found tremendous value in this philosophy during my years within our family dealership, McCrackin Ford in Pittsburgh, PA. Nearly everyday, I made it a point to begin my morning in the service department, given that we opened at 7:00am for service and sales did not open till 9:00am, it allowed me the time to chat with techs and service writers to gain insight into their daily challenges. I’d connect with lot attendants, and now and then, I’d “Tag and Bag” a service customers vehicle and even jump in to help wash cars. Something I thoroughly enjoyed. These daily engagements created a sense of unity and mutual respect among our team, demonstrating to our associates that their contributions mattered.

A principle that has guided me throughout my career was also included in the One Ford Plan introduced by Alan Mulally was Own Working Together. Under Expected Behaviors – Own Working Together - Emphasizes the importance of skilled, motivated people working together, valuing clear communication, and fostering relationships. The principles I learned from this plan is to respect, listen, help, and appreciate everyone’s role. The principle it espouses is one of a Servant Leader which I continue to serve as my daily guide.

Engaged leadership not only builds stronger, more resilient teams but also leads to greater trust, a more transparent culture, and an enhanced customer experience. Just as Brian Niccol and the executives on Undercover Boss discovered, getting involved in the day-to-day operations isn’t just about gaining insights; it’s about creating a culture where everyone feels seen, heard, and appreciated.

By becoming “The Undercover Dealer,” owners and managers alike can drive positive change from the ground up, uniting the entire dealership in their shared mission to serve customers and achieve success.

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