MBWA

The first time I came across the term MBWA (Management by wandering around) was in one of my college text books over 50 years ago. Admittedly, I felt the author was attempting humor to describe an unprofessional approach to managing a business and communicating with company associates. Little did I realize at the time that this would be the most important management tool I would use in my career as a dealership owner and manager.

Management by wandering around refers to the practice of managers walking through the dealership on a random basis interfacing with employees, observing the facility and equipment, speaking with customers, inspecting processes, and overall assessing every aspect of business. The most imporatnt aspect is engaging with employees. The emphasis is on the word wandering as an impromptu rather than expected visit. Although somewhat casual in nature, it is important that it is accomplished with specific guidelines:

1) It should be done as often as possible. It sends a very positive message to employees that the manager is involved in his/her business and is truly interested in the employees’ work and well-being. Furthermore, it sends a signal that the manager is not "too good" to spend time with them.

2) Ask questions, the most important of which might be "how can I assist you or what else to you need to do your job efficiently?" You must make sure that you will get back to them in a timely fashion with a response, regardless of the outcome of their request. This is best within 48 hours. Find out about their families or special interests outside of work. Be sure to listen carefully, take notes if necessary and tune into the tone of their replies.

3) If at all possible, try out their work. It will give you a lot more insight into the skill level needed by the employees to accomplish their jobs. It will also continue to demonstrate that you are not beyond doing the same tasks and put you on their level.

4) Share good news with them about the company. What better form of company communication is there than personal contact, especially when there is good news to announce.

5) Catch them in the act of doing something good. Most employees will expect that you are there to be critical. Look for victories rather than failures. Congratulating them on a job well done will obviously be a welcome surprise.

6) Do not be critical.

7) Do your MBWA alone. It is more powerful when a manager does this by themselves. It encourages more honest dialogue and speaks directly about your personal commitment to the idea.

8) Have fun. This is also a chance to lighten it up a little. Yes, you are human, and they should know it. This will give you a chance to show your softer side without being disrespectful. It also shows employees that work can be fun and that you enjoy what you do.

In summary, when you make MBWA an ongoing daily practice, you will gain additional respect from your employees and customers. You will begin to see your business from different eyes, those of your employees. It will give you much greater insight into your business well as potentially get answers from them to issues that may have eluded you.