roadrat,

I have worked for both the manufacturer and dealer level.

I think you will find that manufactuers do offer service training programs (at the factory and and on regional basis) and some thru regional service manager training on periodic dealer visits. Most of these programs are provided at some cost to the participant but it is generally below the cost to conduct the program. My experience is that dealers (certainly not all - the successful dealers invest in there emplyees and traing is one of the key investments) are reluctant to send people to the schools due to costs travel, motel, some techs demand over time pay to travel on Sun, Sat or after 5PM. If you want to go fishing, got to cut bait.

You are correct that after the sale support (meaning service, parts, rental equipment, accurate invoicing, repair quotes accuracy, etc.) is key for customer retainment. It is much easier to get a new customer from a sales standpoint that to try to get one back when the after the sales support takes a tumble. Generally speaking a customer that is lost is lost for 10 or more years - they have good memories ya' know. And it is understood that a dealer (and most businesses) will loose about 10% of their customers each year which also means that you have to increase your new customer base by more than 10% to grow and expand. It is far easier to loose a customer than it is to gain a new one - competition has a lot to say about it.