This has been great reading all these posts. I am like most people out there and would also like to work for the best dealership. The dealership I now work with, wants to be "the best in the U.S." Within our staff
we have about 30% with over 20 years and 15% with over 30 years and the rest 5 years or less. We have around 60 technicians, 20 sales, 12 parts, 4 managers, 2 supervisors and around 12 support staff. Our dealeship is usally fairly busy. Our tecnicians are extensivly trained, all have laptop computers (some with air cards), GPS in all service trucks, cell phones, credit cards to puchase parts, procedures in place to aid everyone involved from the first line Field Tech to billing the customer. Unfortunitly thats where our customer service stops. When the procedures are followed the system works great. But when they are not the customer is the one to suffer, usally in the pocket book. I have worked for this dealership for many years, have seen many managers come and go. It seems we have a managment change every couple years. The problem we have at this point is lack of respect between managment and the "People on the floor" which trickles down to the customer. I have been told by customers "the only reason they do business with us is because of a certain technian or parts person". I had to do shop repairs in the field because the customer refuses to send the job to our shop (usally prior bad shop experiance. All of this infighting is a great waste of time and effort with the customer suffering. I know I may sound negative about this but i'm possably the most positive person at this dealership. I always take care of my customers which sometimes means being a shield between the customer and the dealership. I see it as a real shame and waste that a large dealership in one of Americas largest cities can not be the best.