Descripción
Picture this...
Sales wants the reconditioning estimate low, so the front end pencils. Service wants it accurate, so their department isn't eating the cost. Same car. Same deal. Two people quietly working against each other, and neither one is wrong.
Rob Dell put words to this that stuck with me.
He said most dealerships basically pay people to work against one another. Sales on variable. Service on fixed. Different scoreboards, same building, same deal.
Nobody designed it to be adversarial. It just ended up that way, because the incentives were never built to point in the same direction.
Rob's team changed that. They rethought who gets paid on what, so a win for one department is a win for the other.
Most GMs would tell you their departments work well together. Fewer could tell you whether their pay plan actually agrees.
What do you think?
#automotiveindustry #cardealerships #leadership