Dave, I was always the guy who went above and beyond for the customer...and I can tell you from firsthand experience that nowadays, each dealership department is considered a "profit center," and each sale is a "profit-building opportunity." A counterperson who spends the kind of time you're talking about to sell a 50-cent fuse gives the dealer heartburn...and woe be unto the MANAGER who "wastes" his time--and the owner's money--that way.
Dealers look at things that way now because high-priced "consultants" have told them that the dealership runs on the "80/20" rule": that 20% of your customers will generate 80% of your revenue. Therefore, the 80% of customers that generate only 20% of the dealership's revenue are, by and large, a waste of labor and resources for your dealership. And since the dealer is paying the consultant big bucks to tell him this, then it HAS to be gospel.
MY philosophy is that if you take care of the customer, they will take care of you; a kind of "what goes around, comes around" philosophy. Since that is in direct conflict with what the high-priced consultant is telling the dealer, guess which one of us is expendable? [Clue: it AIN'T the high-priced consultant.]
It's a whole new world out there, Dave, and folks who think like you and me are considered dinosaurs...soon to be extinct.
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Today's Featured Article - Listening to Your Tractor - by Curtis Von Fange. Years ago there was a TV show about a talking car. Unless you are from another planet, physically or otherwise, I don’t think our internal combustion buddies will talk and tell us their problems. But, on the other hand, there is a secret language that our mechanical companions readily do speak. It is an interesting form of communication that involves all the senses of the listener. In this series we are going to investigate and learn the basic rudimentary skills of understanding this lingo.
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