Spiro Morogiannis | BG Training Manager and BGU Instructor
What Separates Transactional Suppliers From True Partners
What kind of company would you rather do business with?
In fixed operations, strong partnerships via third-party dealer support have proven to be valuable. The industry is constantly evolving, with such factors as changes to vehicle service procedures, fluid and parts availability, technician and advisor training, and service trends.
With so many moving parts, it’s essential to make the right choice when selecting a strategic partnership that leads your service department to success while driving growth in your fixed operations.
I ask all dealers this question when discussing fluid maintenance providers: Does your dealership work with a vendor or a partner?
How They Differ
A vendor drops off the products you need when they can get to you, or they respond days later to a request. They supply the minimum required to fulfill the needs of your business, often with a single delivery point of contact. When you call, they respond only during normal business hours. Does this sound familiar?
A partner does everything to ensure that your advisors and techs have what they need; they also provide additional tools, resources, and solutions to address areas of opportunity within your fixed operations. A partner includes training that supports your business by educating, guiding, and delivering an “easy button” for your long-term success, including a structured training plan for new employees and time-saving resources that drive results in your service and parts departments.
A true partner cares about how your business performs, aligning your best interests with theirs to accomplish team goals and elevate results. You’ll experience a level of commitment beyond what you get from basic vendors.
Why Partnerships Matter
Do NOT settle for bare-minimum support when it comes to your dealership’s fixed operations. This is where most of the profitability is generated, and customers return for service. Having a partner committed to you beyond the products they sell is the key to service success. This includes training and supporting your advisors and technicians—especially when you rely on them to support the products and services they provide.
A minimum expectation from a fluid or service provider is that they offer quality training and support resources. Many say they do, but the great ones actually have it. Effective training simplifies your business operations while improving your service department profitability. If their support and service training saves time while creating simplicity and results, you have a true business partner.
Choosing a partner isn’t about price alone. It’s about the total value they bring. Let track record, willingness, preparation, and reputation contribute to making that decision for your dealership.
A vendor drops off the products you need when they can get to you, or they respond days later to a request.
A partner does everything to ensure that your advisors and techs have what they need; they also provide additional tools, resources, and solutions to address areas of opportunity within your fixed operations.
Training Support Is Key
Our ever-changing industry can never have too much training, and there is no substitute for high-quality education—especially when delivered through a maintenance provider. Training benefits your team by strengthening the skills and expertise to elevate profitability and, most important, the customer interaction. Service training is a valuable asset for your fixed operations team.
A partner training program should:
- Assist in your new-hire training timeline.
- Improve overall team expertise.
- Empower new and experienced techs to sharpen their skills, stay current on tools and trends, and tackle vehicle maintenance challenges with confidence.
- Bring technician solutions that generate high GP.
- Maximize labor efficiency and simplicity.
- Provide advisor sales training that introduces improved, modern approaches to better customer interaction.
Effective training not only boosts your CSI but also drives customer retention back to your dealership while maximizing GP potential. That is a win-win.
The Dealer Perspective
Partner-provided training shows your team that you are willing to invest in them, which in turn helps retain your top performers while improving your dealership’s customer experience. All aspects improve: CSI, customer retention, maintenance service offerings, and service and parts department GP. A true partner should bring ALL of this to the table.
When deciding on a maintenance provider within your dealership, make sure they offer excellent product and equipment support, tech and advisor training, after-sales support and retention solutions, and technical assistance while establishing effective communication across all departments. This is key to getting the most out of your partnership. If they fall short in any area, they are not the partner that will drive your fixed operations forward.
Do not buy on price. Buy on value and support provided to your business.
Final Thoughts
Service maintenance providers are crucial to the growth and success of your service department, but products alone aren’t enough. Great products do not make up for poorly trained personnel.
A great partnership goes beyond just products.
Spiro Morogiannis
BG Training Manager and BGU Instructor
Spiro has more than 15 years in the automotive industry, with 9+ years at BG Products. With a deep understanding of maintenance and shop operations and specializing in independent automotive shops, Spiro brings valuable insights into best practices and industry trends.
