Listen up, because this is the game-changer most dealerships overlook. Exceptional customer service isn’t some optional perk—it’s the fuel that keeps your business running. If you want customer loyalty, repeat business, and a rock-solid reputation, you need to train your team like champions and hold them accountable like their paycheck depends on it (because it does). 

Let’s break it down: 

Training: Because Winging It Isn’t a Strategy 

Throwing your service advisors and technicians into customer interactions without proper training is like sending a rookie driver onto an F1 track and hoping for the best. Spoiler alert: it won’t end well. 

So what’s the play? Comprehensive training programs that do more than just walk through operational basics. We’re talking: 

• Role-playing real customer interactions – Not just the easy ones, but the tough, awkward, and downright frustrating scenarios. Because let’s be real, that’s where most businesses drop the ball. 

• Mastering the latest automotive tech – Customers today aren’t just asking about oil changes. They’re asking about EVs, ADAS, and software updates. If your team can’t answer confidently, they’re losing trust. 

• Sharpening communication skills – Technical knowledge is great, but if your team can’t explain things clearly and build trust, they might as well be speaking Martian. 

A well-trained team isn’t just prepared—they’re confident, and that confidence translates directly into better customer experiences. 

Accountability: Because What Gets Measured, Gets Improved 

Training is the launchpad, but accountability is the gravity that keeps everything grounded. If there are no consequences for poor service, no rewards for excellence, and no clear expectations, then you’re just hoping for success instead of engineering it. 

Here’s how you lock it down: 

• Regular performance evaluations – If you’re not measuring results, how do you know who’s excelling and who’s just coasting? 

• Clear feedback loops – Constructive criticism isn’t about calling people out—it’s about calling them up to a higher standard. 

• Ownership mentality – When employees know their actions directly impact customer satisfaction (and their career growth), they start treating every customer like a VIP. 

The Bottom Line: Happy Customers, Bigger Profits 

When you train your team well and hold them accountable, you’re not just improving customer service—you’re building a powerhouse dealership. Customers come back. Word spreads. Your bottom line skyrockets. 

The choice is simple: Run a dealership where service is unpredictable, or build a culture of excellence that guarantees customer loyalty. 

Which one are you driving toward?