In an increasingly digital era, dealerships are debating the pros and cons of recording customer interactions in finance and insurance offices for compliance purposes.
Proponents say installing cameras in dealerships drives F&I employees to more closely adhere to compliance standards set by industry regulators. Others believe recording is invasive and unnecessary as long as dealerships hire scrupulous workers and train them to follow the standards.
Some F&I offices have cameras, but it's "not what it used to be," said Ryan Daly, district manager, F&I East Central Region, at KPA, a company that markets F&I compliance, environmental health and safety, and human resources management software.
Daly, who worked as a dealership finance manager from 2013 to 2017, said he had a camera on him at all times during transactions. He didn't mind it; in fact, he reviewed customer interactions to improve his sales technique.
"The pro for me is kind of scaring somebody [by] saying ... 'You are on tape,' " Daly told Automotive News.