How to have a relationship with your Dealer/SA?

[JamesMA]

I have been dealing with the same guy for years. He is good guy and about my age so we do we have things in common to talk about besides the car. He makes sure my car is taken car of and discounts services. I brought him a bottle of good bourbon tonight as a matter of fact as he got the tech at the last minute to squeeze in swapping in an OEM CS steering wheel during my 1200 mile service at a price I could live with. FedEx decided to not deliver it on time so I showed late with it. Trick is I think to try out different SAs until you find someone you like and then stick with them. And yes, a gift card or other thing here or there goes a long way because not everyone does this.

[allen3ybq]

Treat them just like the girl you love and cars as your first baby; second; third; etc.....

[db.]

Bought my F80 2nd hand.

I'm terrified of taking it to my dealer for servicing fearing they're going to give me the cold shooulder for not buying a new M140i (which i had been looking at) through them.

600mi til service - we'll see what they say.

[Bimmed Out]

Originally Posted by damageprone

I've read that people "tip/bribe" their SA gift cards, etc.

Holy $&%*, that is nuts.

[canukgtp]

Originally Posted by doug_999

Children Children Children...

You want TWO relationships
1. Service manager
2. GM of dealer

You have those two and you are golden.

For #1, get his or her email address. Email them prior to your next visit and say "Hey Bob, love your service department - any chance we can meet when I'm in for service next Tuesday? I'll let you buy me a cup of coffee"

Sit down -chew the chit with him/her, talk cars - ask for his card. Bam, he knows you.

For #2, well that's trickier

Hahaha for number 2, I actually lucked out and ended up at a fundraising event, sort of a no rush rally, with the dealership GM over the last couple years...talked cars and now he knows me...he even let me take out a Porsche GT4 they had for sale the other week after one of the other employees was telling me, nobody is allowed to touch that!

[NoMoreAudi]

Originally Posted by kepler

Holy $&%*, that is nuts.

SAs make ~$20 an hour. If you're in America, you know that money talks.

[gatorfast]

OP I dont think these relationships are as common as you think. Probably 99% of people dont care to even stick with the same SA each visit, they just take whoever is assigned. And as you mentioned, unless you have chronic issues you probably arent at the service center much anyway. Additionally, things arent like the good ole days where people stay at the same job their whole lives. Even if you find an SA you like chances are he/she will not be there more than a few years anyway. Thats my take at least.

[Gibson6594]

I heard that service advisers have great senses of humor and love when you leave steaming piles of dog shit on their front porch. They can't get enough of it. Give it a shot.

[damageprone]

Originally Posted by gatorfast

OP I dont think these relationships are as common as you think. Probably 99% of people dont care to even stick with the same SA each visit, they just take whoever is assigned. And as you mentioned, unless you have chronic issues you probably arent at the service center much anyway. Additionally, things arent like the good ole days where people stay at the same job their whole lives. Even if you find an SA you like chances are he/she will not be there more than a few years anyway. Thats my take at least.

I would agree with this statement.

I'm actually in the same city as the OP and from my experience from one of the two dealerships in this town, it seems like I get a different SA every time (and that's with me trying to keep the same one). Vegas is a very transient town. It doesn't seem like many of the SA stay for very long.

[frankiebones]

I text with my SA a lot and we send each other car memes. He's an awesome guy. Also, I give him $100 any time he goes aboe and beyond for me. I am tuned and he makes sure my car is never plugged in or flagged or anything like that. He also makes sure my car is never test driven without permission, and that only 1 above average technician works on the car. I have done MPE and MPHAS with him and his pricing is fair.

[DML]

Originally Posted by NoMoreAudi

SAs make ~$20 an hour. If you're in America, you know that money talks.

And you assume this buys preferential treatment??

[ljzimm]

I just need to throw my two cents in here and say that bribes are definitely not necessary. The most important thing is to build a relationship with an established SA, better yet if said SA is an enthusiast. Just like you would with any other person in the service industry.

Enter weird example:
I have an exterminator that has been in the business for 20+ years, he has literally been servicing my home since I was a kid and now that I own my family home he still takes care of it for me.
- I know him by first name
- I always ask him about his wife and kids and how his dog is doing
- When he's finished I always offer him a coffee for the road

In exchange
- He's incredibly friendly and patient with my 2 big noisy dogs who won't give him an inch of space while he's working
- He understands I work weird hours and if I'm not home when he gets there he starts on the outside of the house and will patiently wait in his truck for me to get home
- Always asks after my dad and when my Mom passed sent me a sympathy card

It's all about relationship building. I'm kind to him, so he's kind to me. It takes time, it takes someone who's fully involved/invested in the industry we're referring to, it takes actually giving a shit about a fellow human being and not treating them like garbage, and it takes a little bit of luck of course to find said person.

Bribery might be an easy in but it's completely unnecessary

[NoMoreAudi]

Originally Posted by DML

And you assume this buys preferential treatment??

I've never paid any SA because they are at the bottom of the food chain. I send strong compliments to my SA and shop foreman and this makes a huge difference. Higher performance reviews = job "security" + raises.

[SpaceCowboy]

My dealer hosts many events from customer appreciation to club events with BMW CCA. Going to these gives you a chance to get to know everyone and for them to get to know you. also I stop in every once in a while and chat with my salesman and inevitably end up saying hi to my SA also.

[Bimmed Out]

Originally Posted by NoMoreAudi

SAs make ~$20 an hour. If you're in America, you know that money talks.

Maybe you feel like you're not paying enough? I don't have that problem. Dealerships need us more than we need them. Talk about desperate.

[NoMoreAudi]

Yeah it's a known fact the service department is the cash cow for a dealership. The amount of money they make is insane.

[doug_999]

Originally Posted by NoMoreAudi

Yeah it's a known fact the service department is the cash cow for a dealership. The amount of money they make is insane.

Really? Have ya thought this one through?

Cause last I checked,
1. We have the service space - that has to be heated and often cooled.
2. We have the equipment - I can only imagine what BMW charges for those special computers they have - don't forget the lifts and other things like air, oil, etc.
3. We have the talent - those guys (and they are most often paid by the job, not the hour), are probably making more than $40 and benefits? Well as a small business owner, I can tell you, I've got a 25% overhead for that - bare min.
4. And got to hire some managers
4a - forgot about the service adviser - we have to pay them too cause those bitches refuse to work for free
5. Don't forget the parts we have to stock -someone has to pay for that
6. See #1, got a mortgage there. Got to pay that
7. don't forget insurance including worker's comp - which I bet is a nice percentage for a car mechanic.
8. Crap, got to send those guys and gals to go to training too!

Look -not trying to be a dick - and yes, they are a profit center for the dealer (cause everyone wants their car for invoice right?), but it is not as high as you would think when you take into account the expenses.

Just my 2 cents

[NoMoreAudi]

Originally Posted by doug_999

Really? Have ya thought this one through?

Cause last I checked,
1. We have the service space - that has to be heated and often cooled.
2. We have the equipment - I can only imagine what BMW charges for those special computers they have - don't forget the lifts and other things like air, oil, etc.
3. We have the talent - those guys (and they are most often paid by the job, not the hour), are probably making more than $40 and benefits? Well as a small business owner, I can tell you, I've got a 25% overhead for that - bare min.
4. And got to hire some managers
4a - forgot about the service adviser - we have to pay them too cause those bitches refuse to work for free
5. Don't forget the parts we have to stock -someone has to pay for that
6. See #1, got a mortgage there. Got to pay that
7. don't forget insurance including worker's comp - which I bet is a nice percentage for a car mechanic.
8. Crap, got to send those guys and gals to go to training too!

Look -not trying to be a dick - and yes, they are a profit center for the dealer (cause everyone wants their car for invoice right?), but it is not as high as you would think when you take into account the expenses.

Just my 2 cents

Not all service centers make money but here in southern California, many dealers do very well with service. One dealer here in San Diego is doing an average of $45k/day in sales over the entire year. Well over 12M last year and they're only open 5 days a week. An individual who does their books was a patient under one of my clients.

The most profitable service center is a Toyota dealership and I won't disclose their numbers over a forum because it's all conjecture at this point.

You're talking about overhead and like any business, costs can be controlled and in the world of vehicle maintenance/repair, there can be substantial margins.

I have a little bit of experience with overhead.

A spot I'm looking at for a side business is asking for a 10 year lease starting at $25,000 a month (without N) and a crazy $300k TI clause. Sure 25k is a lot for 1200 sq ft but if I bring in $8k in sales a day, 25k is a steal. My EBITDA is robust but as with any business, once you get comfortable, you are destined to fail.

[DML]

Originally Posted by NoMoreAudi

I've never paid any SA because they are at the bottom of the food chain. I send strong compliments to my SA and shop foreman and this makes a huge difference. Higher performance reviews = job "security" + raises.

Agree. Just noticed your title "No more Audi" Too funny

[minn19]

I got to know my Ford SA, General Manager and mechanic very well over time. I’ve actually become pretty good friends with the mechanic outside of the dealership. They are really nice and great at their job. But, no offense to them, I hope I don’t need to get to know my BMW service crew that good. Hopefully I’m only there once, maybe twice a year for routine service.

[minn19]

Originally Posted by kepler

Maybe you feel like you're not paying enough? I don't have that problem. Dealerships need us more than we need them. Talk about desperate.

That depends, in principle this is true, but if you only have one or two dealerships in your area, I would think it would be/is nice to have a decent working relationship with them. Or like others that are tuned and need help not getting flagged. I guess I try not to take that kind of attitude as it is human nature to want to help out those that aren’t so in your face such as this.

[doug_999]

Originally Posted by NoMoreAudi

Not all service centers make money but here in southern California, many dealers do very well with service. One dealer here in San Diego is doing an average of $45k/day in sales over the entire year. Well over 12M last year and they're only open 5 days a week. An individual who does their books was a patient under one of my clients.

The most profitable service center is a Toyota dealership and I won't disclose their numbers over a forum because it's all conjecture at this point.

You're talking about overhead and like any business, costs can be controlled and in the world of vehicle maintenance/repair, there can be substantial margins.

I have a little bit of experience with overhead.

A spot I'm looking at for a side business is asking for a 10 year lease starting at $25,000 a month (without N) and a crazy $300k TI clause. Sure 25k is a lot for 1200 sq ft but if I bring in $8k in sales a day, 25k is a steal. My EBITDA is robust but as with any business, once you get comfortable, you are destined to fail.

Once again, I'm not saying that service centers are not a profit center - but/and, new car sales rarely are and when you take the entire store into play, with all of the salaries and all of the overhead - it is not like you make it out to be. Even your $45K a day is only $12M provided they don't close for any holidays....