Fixed Ops Magazine - 2021 Vol18 03 - 42

However, it is not their fault. The vast
majority of Dealership Management
moved up through Sales. And while
Dealer School covers all areas of the
business - Warranty Administration
still does not get nearly as much attention
as it should. Therefore, the
culture of most dealerships is still
focused on Sales - which is understandable. But with
margins dwindling on the front end, it is (and always
has been) the Service and Parts Departments that are
charged with covering the dealership's overhead so
that each car sale can fall to the bottom line. They,
Dealership Management, hire Service staff with the expectation
that the staff they hire is experienced and
ethical. But since management often does not have
the experienced working knowledge of their Service
Departments, they typically do not have the tools or
understanding needed to hold their management ac42
Thankfully,
there are
now reports readily
available
countable for performance until it is
too late.
In the world of Warranty Administration,
the " too late " sinking realization
that they missed something is
the day the Manufacturer shows up
to audit. I cannot count the number
of times I witnessed an audit that on the final day of
charge-back disclosure I watched the stunned Dealer's
face, turn to his Service Manager and demand, " How
could this have happened? "
NEW PATH FORWARD
None of this is meant to diminish any Dealership Manager's
accountability. As earlier mentioned, it is not
their fault. No one can be expected to be a professional
in every aspect of a car dealership. As a manager

Fixed Ops Magazine - 2021 Vol18 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2021 Vol18 03

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