The GREAT Debate: Who Do You Trust LESS? Your Salesperson Or Your Service Advisor?

Salesperson. No contest.

A joke running in the (enterprise) software industry goes like this:
Q: What's the difference between a software salesman and used car salesman?
A: The car salesman *knows* when he lying to you.

List Members: The last time you were shopping for a vehicle, who felt they knew more about the product than the salesperson doing the transaction? Enough said :-/

In the words of John Codogan (funny-as-hell YouTube personality and car guy), when you're dealing with a car salesperson, remember to periodically look at the clock, and remind yourself: It's bullshit o'clock.

BobM: The title asks who you trust LESS. I *believe* you're writing about who you trust more.

BobM: Has anyone ever point out that even when you make a mistake, and someone politely brings it to your attention, you're still choose to be a dick?

I don't trust anyone at a car dealership. Over 50 years I've seen it all and have had bad dealership experiences with owners, salesmen, service advisors and mechanics alike. Promises broken, repainted hood on new car, repair work not done, false claims on repair sheets, misstatements of facts, lies, etc etc. Whenever you enter a dealership be wary and on top of your game. Never forget that the squeaky wheel gets the grease.

People love piling on about how they hate their sales person. But the reason people have the the following reaction: "There's a reason why many people profoundly hate buying a new car — it sucks." is because they go to a dealer unprepared financially and then get emotionally involved with the car which makes the salesperson the enemy when the numbers don't work out. Granted, not all sales people are ideal, but disgruntled buyers NEVER take ownership of how THEIR actions contributed to their dissatisfaction.

People also love piling on about how they hate their service writer. People don't want to hear that the issue that needs solving will cost money so they lose their minds. Then--heaven forbid--the issue is bigger than they think it is or if the technician finds a pressing need. Volcano time. As soon as a customer says "should" you know they are preparing to fling feces.

When customers enter a dealership they go to an external locus of control so they have someone to blame for their own inadequacies.

In a lot of cases - a Service Writer(advisor) is a person who "sells" service - is not a mechanic - probably was a sales person for something else - and likely gets paid based on the AMOUNT in Dollars of service they sold and got paid for.

In some older - smaller - dealerships - the mechanics themselves are the service writers - and the Service manager probably was a line mechanic at one time.

One forgets that they still are getting paid based on the amount of service performed though. AND few people know the difference between Book Time and Actual Time. It is not unusual for a mechanic working on Book Time to accrue 80-100 hours of "time"in a 40 hour week. Book time is the time a company estimates a mechanic with normal tools should be able to do the work the first time. With air tools and with experience - and the ability to work on two cars at once - a mechanic can easily do the same repair in much less time. In fact - in the case of new car work - the Car Manufacturer - who provides the book time - does not allow full book time for their warranty repairs that they will pay for.

I have seen people charged for repairs that do not even apply to their vehicle - by service writers.

Since the car business is so cutthroat - I would expect a better deal from a car salesman than a service writer - who Is likely chosen by location rather than price.

Incorrect: "In a lot of cases - a Service Writer(advisor) is a person who "sells" service ...and likely gets paid based on the AMOUNT in Dollars of service they sold and got paid for."

The service writer is trained to make an educated guess as to what the issue could be based on the description given by the customer. A technician then makes the call and the service writer communicates the findings.

If the car is not under warranty, a diagnostic fee is the only part of the estimate that is given. If the customer wants other services (i.e. an oil change) that is added on, but the revised estimate happens after the technician has seen the car.

These days, it is increasingly the case that service writers and technicians are paid HOURLY so as to remove overselling as a focus.

But even if they were compensated for overselling, they most decidedly would not be compensated based on the retail price.

Tom is a perfect example of someone who is an "armchair expert" i.e. a complete know nothing.

Over the years, I have become convinced that being a service advisor at a luxury car dealership (especially Audi, MB and BMW)provides the opportunity for a person who just made it through high school to make engineers, lawyers, doctors feel like shit. It's "The great equalizer" job.

If a dealer tolerates such a person, it obliterates their customer satisfaction ratings. Retaining such a person is just bad business.

The happiness of customers plays in big time well beyond whether or not the customer comes back for more service.

For example, some Ford dealers either did not get the GT350 or got virtually none because of poor customer satisfaction with the dealer. Conversely, some dealers got more allotment because of customer satisfaction.

The #1 goal of the service writer is to be cordial and friendly with customers and to do his/her damnedest to create a positive experience.

In fact, Lincoln--among other near-premium/premium brands--requires a "finishing school" of sorts to train personnel in how specifically to treat the owners of said vehicles.

Your experience just shows terrible dealership management.