https://youtube.com/watch?v=xGw20weN8m0

Tom Kline is the Founder and Lead Consultant of Better Vantage Point and AlwaysDoBetter.com, leveraging his 30+ years of experience as a former franchise dealership owner to help dealerships navigate complex challenges. He specializes in risk mitigation, compliance, and dispute resolution, providing tailored solutions for both publicly-held and private dealerships. In a recent conversation with Kaylee, Tom shared his family’s history in the car business and discussed the inception of his consulting business after selling their dealership in 2019.

In today’s fast-paced environment, maintaining composure during difficult conversations is crucial. Whether it’s a disagreement with a friend, a confrontation with a colleague, or a discussion with an employer, it’s essential to stay calm and professional, especially in the business world.

With over three decades of experience in the car business, Tom has witnessed how challenging conversations can escalate if those involved aren’t careful. He advises maintaining a level-headed demeanor and a positive attitude during such interactions. Additionally, he emphasizes the importance of avoiding a confrontational tone, as emotional responses can create tension and hinder productive dialogue.

Furthermore, Tom acknowledges that running a business can feel like “trying to tuck an octopus into bed,” and stresses the need to minimize risks for dealers. Observing how different dealerships operate in various cities and towns, and how customers’ preferences for vehicles can differ, has taught him the importance of flexibility and understanding diverse customer needs.

By adhering to these guidelines, difficult conversations can be managed in a positive and productive manner.

Takeaways

1. Remain calm in difficult conversations.
2. Listen to your intuition.
3. Negotiate long-term floor plans.

Quote

“Running a dealership is like trying to tuck an octopus into bed. The tentacles keep falling out.” –Tom Kline

Connect

Tom Kline

LinkedIn: www.linkedin.com/in/tompkline

Website: www.bettervantagepoint.com

Website: https://alwaysdobetter.com

Phone Number: 757-434-7656 

Email Address: tomk@bettervantagepoint.com

Kaylee Felio

LinkedIn: www.linkedin.com/in/gotopartsgirl

Website: www.partsedge.com

The parts department is an integral component of any dealership, ensuring customer satisfaction and keeping vehicles on the road. Unfortunately, many parts departments struggle with communication issues that can result in customer frustration, lost sales, and reduced efficiency. In this blog post, we’ll delve into the significance of effective communication within dealership parts departments and how it can be improved to benefit both the dealership and its customers. 

Customer care

First and foremost, communication plays a vital role in providing exceptional customer service. Customers expect a knowledgeable and friendly representative to assist them in finding the parts they require when they contact a parts department. However, if communication between the parts department staff members or with customers is ineffective, it can quickly lead to an unsatisfactory experience for the customer. Furthermore, effective communication can help minimize errors and misunderstandings, resulting in increased efficiency and productivity. When customers place an order, it’s critical for the parts department to ensure that they receive the correct parts promptly. If communication breaks down between the parts department and customers, errors can occur, resulting in delays and lost sales. Additionally, when there’s a lack of effective communication between staff members, parts may be mislabeled, misplaced, or lost, leading to further delays and lost sales. 

Work environment

Communication is vital to fostering a healthy work environment. Employees who feel valued and respected are likelier to be engaged and productive. However, if there’s a communication breakdown between employees or between employees and management, this can lead to frustration and disengagement, resulting in reduced productivity and employee turnover. 

 To enhance communication within the dealership parts department, several steps can be taken. 

1. Establish clear communication channels between the parts department and other departments within the dealership. This can be accomplished through regular meetings, email updates, or other communication tools, ensuring everyone is informed and on the same page, reducing mistakes and misunderstandings. 
2. Provide training and resources to the parts department staff, improving their communication skills. Training in active listening, conflict resolution, and customer service, for example, can enable staff members to handle customer inquiries and resolve issues efficiently and effectively. 
3. Investing in technology, such as our parts management system, can significantly enhance communication in the parts department. By implementing such systems, staff members can easily track inventory, place orders, and communicate with customers and other departments within the dealership, leading to reduced errors, delays, and increased efficiency.

Effective communication is critical to the success of any dealership parts department. By improving communication between staff members, customers, and other departments within the dealership, dealerships can provide better customer service, increase efficiency and productivity, and foster a healthy work environment. By following the steps outlined in this blog post, dealerships can enhance their communication practices and reap the benefits that come with them. 

At PartsEdge, our expert team is dedicated to helping Parts Managers improve communication by saving hundreds of hours each year through streamlining DMS management, sourcing setup, and inventory optimization. Our results speak for themselves: our clients see an average 20% reduction in total inventory, 15%+ less idle inventory, a 50% increase in ROI, and a 20% increase in parts sales. If you’re interested in utilizing our parts power tool, contact us today!