Originally Posted by slickone
I wouldn't say that.
Having a pompous sales team, doesn't mean the service manager runs his department the same way.
most of the time , yes it does. The owner sets the over all tone. The majority of resources of any dealership is put into the sales department, you may get lucky to have a good service manager, but how long will he give a damn if the owner does not value customer service ? The the tone of the overall dealership is set in the sales department. The sales team reflex the mentality of the dealership.
That is CRM 101.