Bridging the Gap between F&I and Service
In the ever-evolving ecosystem of the automotive dealership world, a common thread stitches together the career journeys of many. Most F&I training sessions I've attended or led always have attendees detailing their career road map from a sales role to an elevated position in F&I, thanks to their outstanding performances. Similar routes are taken by servicing agents. They begin by selling cars, then transition to selling products to those car buyers, and subsequently, they vend products to those who sell to the car purchasers.
Amidst these shared journeys, what truly makes one stand out?
Distinctiveness isn’t merely about selling products or ensuring brochures are in place at dealerships. While many agents emphasize training business managers to sell their products effectively and to tackle the objections that come their way, there's much more to the story. Is your agent providing top notch support to all your departments? A true test lies in the depth of support an agent extends to a dealership and its diverse departments. One must ask: Is your agent deeply involved in the present and future success of your product offerings?
A Different Path Forward
“A business manager sells the product in finance, and they are done with it that day. The service department is stuck living with it for the next 5 years.”
This brings us to a vital paradigm shift. A business manager will sell a product and then move on. However, the service department will live and deal with that decision for years to come. My personal journey transcended the typical roadmap, as I transitioned from finance to a service advisor role. This position provided an invaluable perspective – I had not just sold products but had also understood the long-term implications of living with them.
The Heart of After-Sales Experiences
Regrettably, the service department often gets overshadowed. Many agents are missing the mark and significant opportunities by not fostering and nurturing relationships with the service departments in their dealerships. It's a common sight to see agents bring treats for the store front and sales team, maybe engage in some training, drop off brochures, and then fade away. This oversight isn't just an error – it's a colossal, missed opportunity. Furthermore, it sells the dealership experience short for customers.
Prioritizing regular visits to the service department can be a game-changer. It's essential to touch base with advisors and managers, ensuring no customer claims issues are pending, and verifying that the teams are skilled in filing claims. Such consistent engagement significantly improves the dealerships' operations. Imagine a scenario where a customer has a negative experience with a product – would they ever consider purchasing that product again, or even returning to the same dealership?
My consistent check-ins with service departments stem from the belief that well-trained advisors are the key to seamless customer experiences which drives customer loyalty in a dealership. Any adverse customer interaction can erode trust, reduce the possibility of repeat business, and create friction between a dealer’s finance and service teams.
While F&I and product sales are undeniably vital, the interdependent relationship between finance and service departments cannot be overlooked. By embracing and enhancing this relationship, dealerships can ensure long-term success and customer loyalty. After all, it's not just about the sale but ensuring that the after-sale experience is equally, if not more, commendable.
Contact Joseph LaPelusa at joelapelusa@ezvds.com to learn more about service department strategies.