Overheard: Dealership silos harm customers and employees

"The biggest loser in us having silos in the dealership is the customer ultimately because they are going to feel isolated. If they go to sales with a problem that's viewed as a service problem, they just get pointed to the service department rather than brought there and actually cared for. That's really the biggest problem. The secondary problem that you have is retention of our own employees. Because we are in silos, it limits where somebody within our own dealership feels they can go. Somebody in service only feels they can grow to positions in service, and sales only feels they can grow to positions in sales. We're limiting where our own people can even go." — National Auto Care Fixed Ops Trainer Dave Foy on bridging the dealership department divide on an episode of "Fixed Ops Institute" hosted by Charity Dunning, CMO of FixedOPS Marketing