In his new book, Perfect Dealership, Max Zanan, president of Total Dealer Compliance, lays out his recommendations for auto retailers. Here are excerpts.
A lot of times I see that there is a total disconnect between the service and sales departments.
For example, there can be animosity because the sales department feels it is being overcharged for the used-car prep. I am a strong believer in the sales department paying the customer-pay labor rate for used-car prep work. It doesn't mean that the service department has a license to charge whatever it wants. Service managers must understand that high repair orders only make used cars less competitive and harder to sell. The longer it takes the sales department to turn the inventory, the less used cars there will be to prep. This understanding demonstrates respect for the work and also a sense of fairness — which is how to get people to want to work together toward shared goals.