Sam Boswell Automotive Group

Compliance & Escalation

Track behavioral alignment, score FMX patterns, document resistance, and prepare evidence-based escalation.

Weekly Say/Do Tracker

This tracker compares stated commitments to observed floor behavior. Over several weeks it becomes the cleanest evidence record of whether alignment is genuine, partial, or deteriorating.

#1Y / N / Partial

Daily training held on time every operating day

#2Y / N / Partial

Phone call recording system actively monitored

#3Y / N / Partial

Internet leads followed up inside the agreed SLA

#4Y / N / Partial

No counter-instructions given to the floor staff

#5Y / N / Partial

Mandate log reviewed and updated weekly

#6Y / N / Partial

CRM deal duration data reviewed with the team

Say/Do ratio interpretation

Total observed Yes items count as 1 point and Partial items count as 0.5 points before calculating the weekly percentage.

90–100 strong70–89 gaps50–69 warning<50 escalate

FMX Behavioral Scoring Rubric

Fear behaviors

Avoidance of the phone, discomfort with accountability, and passivity when process change is required.

Mediocrity behaviors

Acceptance of substandard performance as normal, with low personal standards and weak self-correction.

Excuse behaviors

External attribution language that blames leads, systems, or the market rather than ownership of action.

Score weekly based on observable behavior only. Composite averages that do not improve across multiple weeks trigger a coaching or performance conversation, not a one-off emotional reaction.

Resistance Pattern Log

Behavior taxonomy

Type A: Counterprogramming
Type B: Passive obstruction
Type C: Information withholding
Type D: Social undermining
Type E: Direct refusal
Type F: Retroactive reframing

Required entry fields

Date and approximate time

Mandate or directive involved

Witnesses and setting

Specific words or actions observed

Observable floor impact

Immediate response and follow-up date

DP Direct Escalation Brief

Evidence inputs

Say/Do Tracker average and weekly trend
Resistance log entry count and primary type
Daily floor report observation pattern
Mandate log initiatives currently off track
Alignment pulse commitments that remained unmet

Resolution options

Option A: structured performance improvement plan
Option B: role restructuring with tighter operating scope
Option C: role transition when resistance materially blocks execution

This brief is used only when the evidence pattern is established, not as a shortcut around normal operating review. The goal is an evidence-based 10-minute conversation with the Dealer Principal.