Your Departments Must Work Together Toward a Common Goal - AutoSuccessOnline

Your Departments Must Work Together Toward a Common Goal

Let’s look at some ways your dealership can fix dysfunction between departments and keep your three-legged stool standing.

Each of your core departments — sales, F&I and service — play key roles in helping your dealership be profitable and successful. Your departments are like the legs on a three-legged stool, with each performing a critical function that keeps the whole thing standing. If one leg fails to do its part, the entire stool fails.

However, I’ve seen many dealership departments that exist in their own bubbles and don’t always see themselves as working together toward a singular goal. Each department focuses on its own sales and functions instead of cohesively holding up the stool.

While dysfunctional departments might work well enough for a short time, an inconsistent and negative customer experience will ultimately start costing you customers and money. Everybody in your dealership needs to have the same goal and understand the roles they play in keeping the whole dealership moving forward regardless of their department.

Let’s look at some ways your dealership can fix dysfunction between departments and keep your three-legged stool standing.

Promote Each Other
Have you ever dealt with a salesperson who accused the F&I department of ruining a deal? After the sales team has carefully negotiated a deal for a specific price, the handoff to F&I could be a disaster if they immediately start trying to sell the customer on a high-dollar extended warranty. This is what happens when departments are too insular and aren’t focused on working together.

The scenario I described above could be managed by better cooperation. The sales team could alert F&I to the precarious nature of the deal before the handoff, and they could also inform the customer about the add-ons F&I will offer and their benefits. F&I can also use the opportunity to promote the quality of your service department and the value of certain maintenance plans.

When customers later come back for service, the service department should notify that customer’s salesperson so they can visit and continue a rapport that will pay dividends down the road. The service department can also refer customers with older cars to the sales department to promote new sales. When departments look out for each other, customers get a better experience and everybody wins.

Address Inefficient Processes
From the moment a new car gets off the truck to the day a customer drives it off the lot, your inventory must go through several steps of make ready, cleaning and demos. Inefficient processes that don’t ensure your employees enter cars in your CRM, add new listings to your website, and secure and account for keys can lead to lost sales or even theft.

No matter what happens to a car during its stay on your lot, you need a quick and easy way to know where it is, who has it and that it’s properly accounted for in all of your internal tools. Is a salesperson unable to demo a car since the service department is washing it? Did a customer ask about a car you don’t see in your CRM but you know is on the lot? Were the keys to a vehicle not returned to the pegboard after a demo? Where’s the key for a car that was supposed to be done with make ready two days ago?

Avoiding mistakes like those above takes a commitment to adhering to better processes and the use of proper tools that help integrate your departments. Better securing and tracking keys is one step you can take toward improving the management of your inventory and how your departments interact with each other. A system that automatically tracks key activity and integrates with your CRM saves time and holds your employees accountable.

Make Smart Hires
Good hiring practices are critical to any business, and you probably know pretty quickly during an interview whether a prospective employee can move inventory. But sometimes the high-pressure, commission-driven nature of car sales attracts certain types of people with me-first attitudes. Sure, they might find success on their own, but how do these people mesh with the rest of your team?

Whether it’s salespeople, F&I managers or even service advisors, your employees need to work together to understand their roles in the bigger picture. They should be the type of people who will do what’s best for the team and not simply what’s best for their commission or bonus checks. Putting an emphasis on providing a great customer experience and following important processes in your recruitment procedures will help you build a team that wants to be a team.

Whether you’re dealing with millennial or Generation X employees, your whole team needs to buy in to your policies and processes and commit to working together. Visit to find out more about fixing inefficiencies in your dealership.

You May Also Like

Accelerating Auto Dealership Efficiency: 7 VoIP Trends for 2024

With these advancements, there’s a prime opportunity for dealers to harness technology for heightened productivity and efficiency.

By Jim Gustke, vice president of marketing at Ooma

In the dynamic realm of auto dealer operations, the importance of Voice over Internet Protocol (VoIP) technology cannot be overstated. As we venture into 2024, seven key VoIP trends are poised to revolutionize the way auto dealers communicate, collaborate and, ultimately, succeed.

How to Choose a Digital Marketing Agency: 7 Signs of a Bad Agency

Here’s a complete guide to identifying the red flags that signal a digital marketing agency might not be the right fit for your business.

Digital marketing agency
Paving the Way for Self-Discipline

Self-discipline is like a muscle, where the more we use it, the stronger it becomes. By being smart about how we use it, we can develop this key attribute and get the best return for our energy.

Paving the Way for Self-Discipline
How Auto Retailers Are Leveraging Advanced Connected Vehicle Data for Optimized Lot Management Solutions

Advanced technologies based on intuitive real-time data seamlessly integrate with the software platforms to receive real-time connected vehicle data from equipped and eligible vehicles to simplify lot management for accurate and remote inventory management, that leads to a contactless and seamless experience for fleet and auto retailers.

How Auto Retailers Are Leveraging Advanced Connected Vehicle Data for Optimized Lot Management Solutions
Back to the Future: Hybrids Offer Alternative to Electric Vehicles

A collaborative effort could not only revitalize consumer interest in hybrids but also position auto dealers as advocates for a greener future.

Hybrids Offer Alternative to Electric Vehicles

Other Posts

5 Ways Data Has Changed the Work Truck Industry

Embracing the power of data can be the difference between success and struggle for dealerships.

Happiness for Free

Many people today are lacking a sense of purpose and direction. Learn how you can use these powerful keys to unlock a more fulfilling life.

article based on Remora webinar Money for Nothing, Happiness for Free
Getting to Our Ultimate ‘Why?’

Understanding our core reasons will drive our efforts to success.

sail boat - freedom
How AI is Enhancing Vehicle Inspections for Car Buying, Selling and Transportation

AI offers three distinct advantages for vehicle inspections that can significantly increase efficiency and bolster confidence for the industry.

AI vehicle inspection, artificial intelligence