In many dealerships, different departments operate like separate worlds—sales, service, finance, and even HR each have their own goals, processes, and priorities. The result? A disconnect that creates friction between departments in the dealership and impacting  the customer experience, inefficiencies in operations, and even a drop in employee engagement.

One of the key takeaways from a recent industry discussion was how dealership teams can better align to improve the customer journey. A standout point was how service and sales often feel like two completely different businesses under the same roof. When salespeople don’t engage with service, and service teams don’t see their role in customer retention, dealerships miss out on key opportunities.

So, how do we fix this?

1. Cross-Training for a More Connected Team

A salesperson might walk a customer to the service department during delivery, but after that, the connection is often lost. What if sales teams were trained to follow up on service visits? What if service advisors had more visibility into past sales interactions? Cross-training employees to understand multiple aspects of the business helps eliminate knowledge gaps and creates a more seamless experience for customers.

2. Align Incentives to Foster Collaboration

Compensation plans within the dealership often reinforce silos. Sales teams focus on moving units, service teams focus on repairs, and rarely do the two align. Dealerships that tie compensation or recognition to overall dealership performance, not just individual department goals, see a stronger culture of teamwork and accountability. When every team understands that success isn’t just about closing a deal or completing a repair but about long-term customer satisfaction and retention, they stop competing and start working together. A well-aligned incentive structure shifts the mindset from isolated wins to dealership-wide success, strengthening teamwork and driving better results.

3. Leveraging Technology to Keep Everyone in Sync

One of the biggest challenges in dealership culture is the lack of transparency between departments. When sales, service, and F&I operate in silos, the customer experience suffers. Digital tools like DriveHRIS’s social feed act as an internal communication hub, ensuring everyone stays aligned on customer interactions, dealership-wide initiatives, and service updates. When employees have easy access to relevant information, they collaborate more effectively, resulting in better customer experiences. Breaking down these walls isn’t just about efficiency; it directly impacts customer retention and satisfaction. A dealership that operates as “one team, one dream” creates a seamless journey for customers, building stronger loyalty and long-term success.

4. Leadership Sets the Tone

The best dealership leaders understand that breaking down silos starts at the top. General Managers and Dealer Principals who prioritize cross-department collaboration, encourage open communication, and lead by example create an environment where employees feel valued and connected. A culture that thrives on teamwork is a culture that wins.

5. How Technology Can Solve This:

• Real-time Communication: Platforms like DriveHRIS provide instant updates across departments, ensuring no details fall through the cracks.
• Customer History Access: Equipping all teams with a centralized system to track customer interactions helps create a more personalized experience.
• Performance Insights: Data-driven insights allow leadership to track collaboration efforts and adjust strategies to improve dealership-wide performance.
• Recognition & Engagement: Internal social feeds encourage cross-department recognition, strengthening teamwork and dealership culture.
• Workflow Automation: Streamlining processes between departments reduces inefficiencies, ensuring a smooth, customer-first approach.
  
  

The Bottom Line

Customers don’t see a dealership as a collection of separate departments—they see one brand, one experience. The dealerships that break down internal walls, align their teams and create a culture of shared success will not only improve the employee experience but also drive long-term customer loyalty.