The parts department the most abussed and under appreciated department in a dealership. You have arrogant service advisor hounding you all day, technicians upset and impatient wholesale customers in your ear. This business has changed. Service advisors have to get down from their lofty self appointed persona !
You have to understand that these advisors are working on behalf of the guests and are only trying to have their guests looked after properly. Parts departments are under appreciated, but many also have a long way to go in terms of customer service.
For the record, the number 1 job of a successful parts manager is to train and cultivate a team of people who are both able and care to strive for excellence. Wandering around the shop with their eyes and ears off the activity doesnt do anything. Being aware, in tune, accessible, supportive, proactive, observant to ensure excellance and reinforce accountability...yields results.
This is so true. Our current parts manager started in the in the industry as a tech, asm then service manager. He is so much better than our previous parts manager.
Parts Guys are the "bartenders" of the dealerships. Everyone in the dealership will vent to their parts guy. You wanna know how someone is doing or what is going on? Ask Parts- They know 🤣
This video was very informative for sure. It shows little aspects that make (any) job different from the other. Its about being ahead of things, being pro-active, and being more involved. After 3 years of working for a dealership I finally am training to be a Parts Advisor with a lot of help, these are the videos that are going to help me in the long run because I want to be the best at what I do. I've seen daily the struggles between service advisors, sales team, mechanics, and parts people as well and how little things that cost time, also cost money. Mechanics who work on a flat rate pay scale are all about time, if you cost them time, it costs them money to take home to their families. Service advisors are under a lot of stress, you need to be level headed and to remember your customers are the backbone of your business, just like the restaurant business you want REPEAT customers. Keeping a customer is easier than bringing new ones in, but it doesn't mean you should avoid it. Thank you for posting videos like this, people need to have a more broad view of this type of job since nobody thinks exactly the same. I will be checking out yours and many videos like this since I have a lot to know and I want to expand my knowledge in this field for sure. Keep up the good work! 👍
Toyota parts guy here and let me tell you the parts department HAS TO FIX EVERYONES ISSUES, salesman can’t sell a car until we find this specific roof rack or wheels so they bitch and moan, service advisor promises a day job without checking with parts for availability but then we have to source it and hope we find one, technician misdiagnosis now they begging to sell them the part below cost or at cost and we make no money on it. PARTS IS THE MOST HARD WORKING DEPARTMENT AND GETS THE LEAST CREDIT. And talk about “get the part today” WELL WHO IS GOING TO BE PAYING THE OVERNIGHT FREIGHT BILL OR THE UBER BILL CAUSE PARTS ISNT GOING TO EAT IT BUT CUSTOMER ISNT GOING TI BE CHARGED IT!? if you don’t work in parts then stay the fuck out of the way we run things because it would make your little head explode on the steps we have to do for everything
Service people know nothing about the parts department. Stick to your own department and stay out of parts business. That’s why I do wholesale so I don’t have to deal with service.
True....... service always wants me to go get part from competitor....... buy is never willing to pay 20% upcharge....... and usually the part is in my stock order the next day.....
That is why there needs to be a cohesive relationship between the parts manager and the service manager. As a fixed op director, I encourage it/essentially demand it.
Several points well made, but the idea of buying outside parts, was rather naive. Techs and Advisors always want the herculean efforts to get it TODAY! Ask any one of them it they want to pay the 10% over cost plus the cost of the driver and the gas in the van to get that $23 seal.... I've NEVER seen a tech contribute in ANY way to the cost consequences of their myopic demands.
Based on your advice, you're placing all the responsibility on the spm versus taking accountability too. Do you all have meetings often to review trends together?
Hey Chris, I have watched a few of your videos and found them super informative and plan to watch the lot of them. I work at a dealer in a small town that is going through a buy/sell. I am actually the parts/service/warranty manager. I love what I do and I am excited to see what I can do with the proper staffing (I am also the sole parts consultant and service advisor). Most of the roles that I fill have come from people leaving and me stepping up to fill the void. One thing that I was never taught about was lost sales and I have wondered whether it was a worthwhile function. Thanks to you I see the benefits now and will be implementing it into my routine once our new Owners show up. I also think its a great idea to share Parts and Service bonuses, but I may be biased haha.
Hi Chris, I love all your videos. I would like to know how would you go about attracting a service advisor for an independent shop? What are the best ways and places to post the adds to get in front of the right people? Thank you for taking the time to put my question in one of your videos and for giving me a great answer! :)
Spot on!! Problem with CDK when tracking lost sales is that you have to have 3 lost sales in 3 separate months for the DMS to automatically order it on the stock order. So, you need to run reports to track individual lost sales per month. Totally agree with the other points. The parts department doesn’t sell time like the service department does, so a lot of parts managers don’t understand or acknowledge that time is money for parts too. Yes, get out of the office. Techs are a wealth of information...if they trust you. The only way to make that happen is to show that you care about them and their paycheck. One more thing...make sure you have ALL the components for a repair. If you need sealant and bolts for a water pump repair, make sure there’s enough in stock. Build parts kits to make it easier for the parts team.
Brenda K, this is not necessarily an accurate statement. Lost sales are considered demands and the parameters for Phase-In are set by the Parts Manager. The DMS looks at demands which are created by sales, credits, lost sales, and manual postings. All of these are added together when a stock order runs and each part number is considered against the math assigned to the source in which it resides for a quantity to be included or exclusion from the suggested stock order. In plain language, the Parts Manager can set parts to come in as soon as one demand or never at all. An additional feature is provided by CDK in which lost sales can be weighted heavier or lighter depending on the source of the lost sale: wholesale, retail, customer pay, and warranty.
@@chipbrown9780 - thank you. I wasn’t aware that the pay type of the part could be considered for phase in. I’m on Rey Rey Ignite now, trying to learn the system. Feels like starting all over again. I miss CDK.
@@Chriscollinsinc This was super helpful for me because I am start my entry level management career at the end of the month. And always looking to gain knowledge.
Hey Tim. Not exactly sure what you mean... when we mention "techs waiting" for parts we are talking about the opportunities that are lost. When a tech isn't moving that becomes an expense... when techs are lined up for parts that could mean thousands of dollars lost for the business. We mentioned this to highlight the larger efficiency issue and suggest a change that could make a big difference to the bottom line.
@@Chriscollinsinc So, techs waiting is a bad thing, I get it. What I do about it is the point. Maybe you could come in with some practical answers, or ask how you can help.
@@timheilman2089 Does your parts department pre-pull parts for repair orders as the repair orders are writeen? This is one of many says I keep my techs from standing at our parts counter.
@@cmoore99x The parts department is like a fast food joint. You need to get the order out right away and keep the line moving. Parts mangers understand this and do not need it explained. The role of the Service Director or General Manager is to enable the separate departments to come together to find solutions. Parts requisitions require extra effort on the Techs but reduce the parts counter time. A runner can be a big help but who pays the wage? One general rule we used was that only techs could order from the shop counter, sales people and advisors went to the front counter. These changes made a difference and required co-operation from other departments. Pre-pulling parts is great but it can add a level of confusion and redundancy and require additional space. I found it be of limited benefit.
The parts department the most abussed and under appreciated department in a dealership. You have arrogant service advisor hounding you all day, technicians upset and impatient wholesale customers in your ear. This business has changed. Service advisors have to get down from their lofty self appointed persona !
Appreciate your perspective Dan...
best comment on here lol
That is the case sometimes, however it is a generalized statement and is not the norm in well run and modernized dealerships.
i thought there was very valuable information in this video. Not sure how thats all you got out of it.
You have to understand that these advisors are working on behalf of the guests and are only trying to have their guests looked after properly. Parts departments are under appreciated, but many also have a long way to go in terms of customer service.
For the record, the number 1 job of a successful parts manager is to train and cultivate a team of people who are both able and care to strive for excellence. Wandering around the shop with their eyes and ears off the activity doesnt do anything. Being aware, in tune, accessible, supportive, proactive, observant to ensure excellance and reinforce accountability...yields results.
One must have a competent manager first
The best parts managers have service experience. Parts is bigger than they’re own department. 👍 Good stuff
This is so true. Our current parts manager started in the in the industry as a tech, asm then service manager. He is so much better than our previous parts manager.
Parts Guys are the "bartenders" of the dealerships. Everyone in the dealership will vent to their parts guy. You wanna know how someone is doing or what is going on? Ask Parts- They know 🤣
This video was very informative for sure. It shows little aspects that make (any) job different from the other. Its about being ahead of things, being pro-active, and being more involved. After 3 years of working for a dealership I finally am training to be a Parts Advisor with a lot of help, these are the videos that are going to help me in the long run because I want to be the best at what I do. I've seen daily the struggles between service advisors, sales team, mechanics, and parts people as well and how little things that cost time, also cost money. Mechanics who work on a flat rate pay scale are all about time, if you cost them time, it costs them money to take home to their families. Service advisors are under a lot of stress, you need to be level headed and to remember your customers are the backbone of your business, just like the restaurant business you want REPEAT customers. Keeping a customer is easier than bringing new ones in, but it doesn't mean you should avoid it. Thank you for posting videos like this, people need to have a more broad view of this type of job since nobody thinks exactly the same. I will be checking out yours and many videos like this since I have a lot to know and I want to expand my knowledge in this field for sure. Keep up the good work! 👍
Thank you Nikolas! We really appreciate the feedback. Best of luck in your new position
Toyota parts guy here and let me tell you the parts department HAS TO FIX EVERYONES ISSUES, salesman can’t sell a car until we find this specific roof rack or wheels so they bitch and moan, service advisor promises a day job without checking with parts for availability but then we have to source it and hope we find one, technician misdiagnosis now they begging to sell them the part below cost or at cost and we make no money on it. PARTS IS THE MOST HARD WORKING DEPARTMENT AND GETS THE LEAST CREDIT. And talk about “get the part today” WELL WHO IS GOING TO BE PAYING THE OVERNIGHT FREIGHT BILL OR THE UBER BILL CAUSE PARTS ISNT GOING TO EAT IT BUT CUSTOMER ISNT GOING TI BE CHARGED IT!? if you don’t work in parts then stay the fuck out of the way we run things because it would make your little head explode on the steps we have to do for everything
These guys seriously don't have a clue. They've infiltrated my dealer group too and it's hilarious.
Service people know nothing about the parts department. Stick to your own department and stay out of parts business. That’s why I do wholesale so I don’t have to deal with service.
True....... service always wants me to go get part from competitor....... buy is never willing to pay 20% upcharge....... and usually the part is in my stock order the next day.....
🤣🤣🤣🤣👍🏽
That is why there needs to be a cohesive relationship between the parts manager and the service manager. As a fixed op director, I encourage it/essentially demand it.
Several points well made, but the idea of buying outside parts, was rather naive. Techs and Advisors always want the herculean efforts to get it TODAY! Ask any one of them it they want to pay the 10% over cost plus the cost of the driver and the gas in the van to get that $23 seal.... I've NEVER seen a tech contribute in ANY way to the cost consequences of their myopic demands.
It is NEVER a good idea to loose money in any transaction.
Based on your advice, you're placing all the responsibility on the spm versus taking accountability too. Do you all have meetings often to review trends together?
Hey Chris, I have watched a few of your videos and found them super informative and plan to watch the lot of them. I work at a dealer in a small town that is going through a buy/sell. I am actually the parts/service/warranty manager. I love what I do and I am excited to see what I can do with the proper staffing (I am also the sole parts consultant and service advisor). Most of the roles that I fill have come from people leaving and me stepping up to fill the void. One thing that I was never taught about was lost sales and I have wondered whether it was a worthwhile function. Thanks to you I see the benefits now and will be implementing it into my routine once our new Owners show up. I also think its a great idea to share Parts and Service bonuses, but I may be biased haha.
Thank you J! Really appreciate the support.
Hi Chris, I love all your videos. I would like to know how would you go about attracting a service advisor for an independent shop? What are the best ways and places to post the adds to get in front of the right people? Thank you for taking the time to put my question in one of your videos and for giving me a great answer! :)
Spot on!!
Problem with CDK when tracking lost sales is that you have to have 3 lost sales in 3 separate months for the DMS to automatically order it on the stock order. So, you need to run reports to track individual lost sales per month.
Totally agree with the other points. The parts department doesn’t sell time like the service department does, so a lot of parts managers don’t understand or acknowledge that time is money for parts too.
Yes, get out of the office. Techs are a wealth of information...if they trust you. The only way to make that happen is to show that you care about them and their paycheck.
One more thing...make sure you have ALL the components for a repair. If you need sealant and bolts for a water pump repair, make sure there’s enough in stock. Build parts kits to make it easier for the parts team.
Brenda K, this is not necessarily an accurate statement. Lost sales are considered demands and the parameters for Phase-In are set by the Parts Manager. The DMS looks at demands which are created by sales, credits, lost sales, and manual postings. All of these are added together when a stock order runs and each part number is considered against the math assigned to the source in which it resides for a quantity to be included or exclusion from the suggested stock order. In plain language, the Parts Manager can set parts to come in as soon as one demand or never at all. An additional feature is provided by CDK in which lost sales can be weighted heavier or lighter depending on the source of the lost sale: wholesale, retail, customer pay, and warranty.
@@chipbrown9780 - thank you. I wasn’t aware that the pay type of the part could be considered for phase in. I’m on Rey Rey Ignite now, trying to learn the system. Feels like starting all over again. I miss CDK.
I currently can not get air filters for Ram diesels until March. Thoughts?
Hey Todd... I might have some ideas. Do me a favor and call in your question to our show's hotline at 833-327-5737 and ill answer it on the show
Send parts more love!
I wish we would get more love, but it's not necessary. 😂
Heres some 💗 Commercial and industrial parts sales manager 4 + years
What's considered a high payed parts guy! I've making around $20 and hour? I have 7 years experience.
Cut to the chase
This was great!
Thanks MrFish!
@@Chriscollinsinc This was super helpful for me because I am start my entry level management career at the end of the month. And always looking to gain knowledge.
@@MrFishd05 Happy to help... best of luck with the new position
$9K Dollar job back in 2010= $15K in todays money 😂 💰
Explain to me again about techs waiting? If I was the parts manager I would throw you out of my office.
Hey Tim. Not exactly sure what you mean... when we mention "techs waiting" for parts we are talking about the opportunities that are lost. When a tech isn't moving that becomes an expense... when techs are lined up for parts that could mean thousands of dollars lost for the business. We mentioned this to highlight the larger efficiency issue and suggest a change that could make a big difference to the bottom line.
@@Chriscollinsinc So, techs waiting is a bad thing, I get it. What I do about it is the point. Maybe you could come in with some practical answers, or ask how you can help.
@@timheilman2089 Does your parts department pre-pull parts for repair orders as the repair orders are writeen? This is one of many says I keep my techs from standing at our parts counter.
@@cmoore99x The parts department is like a fast food joint. You need to get the order out right away and keep the line moving. Parts mangers understand this and do not need it explained. The role of the Service Director or General Manager is to enable the separate departments to come together to find solutions. Parts requisitions require extra effort on the Techs but reduce the parts counter time. A runner can be a big help but who pays the wage? One general rule we used was that only techs could order from the shop counter, sales people and advisors went to the front counter. These changes made a difference and required co-operation from other departments. Pre-pulling parts is great but it can add a level of confusion and redundancy and require additional space. I found it be of limited benefit.