In the NFL, armchair quarterbacks and spectators in the stands are known as the ‘12th man’. The term pays homage to the contribution fans make to the game, especially in vocal support. Most often, that result is noise that disrupts the visiting team, but more importantly, encourages the home team.

The 12th man doesn’t have an official position on the roster. It’s an honorary role but one that is fundamental to a team’s success. At your dealership, that 12th-man position in the sales team is filled by staff from every other department, and your store’s sales success depends on their help.

A Team Game, But You’re Playing Against each Other?

More often than not - in my experience anyway – the sales and service departments don’t always ‘play nice’. There’s an attitude that one is more important than the other. With strong personalities in both departments, you’ll find that there’s a concentrated effort on being heard loudest rather than working together.

Unfortunately, the ones that suffer most are…you. You probably expected the answer to be ‘the customer’, but when it comes down to it, your position at the dealership is about you. It’s to support your family, earn a living, and do something you love while you’re at it. Playing the detrimental game of interdepartmental fighting creates stress on your relationships, sends you home in a bad mood, and ultimately hurts your position at the dealership.

At every level, you can see it. Service advisors slam salespeople. Sales managers have a beef with the service manager. Technicians get into it with F&I managers. Parts guys eat popcorn and watch the fireworks.

It’s like playing team sports, but the departments are all opposing teams.

That’s not how it works.

In a Different League

Shift that team mentality just a little. From the nosebleed seats high above, you can look down on the different departments in your store and see how different they are. The sales department is suit-and-tie while the service department is blue collar. The sales team is clean and professional while the service team has grease under their fingernails. It’s clear – they aren’t in the same league at all.

Think of it like professional sports. In New York, there are professional athletes that play in several different leagues: the NFL, NHL, NBA, MLB, and more. Extremely few NHLers have the ability to hit the hardwood and compete in a Knicks basketball game at the NBA level. Baseball players aren’t going to play linebacker for the Giants.

They all play well in their own league. You wouldn’t pit the New York Islanders against the Yankees in a baseball game OR a hockey game. It’s not a level competition. But what you CAN expect is that they’ll cheer each other on.

Sales and service are different yet equal leagues. Both count on the support of the 12th man, helping them from the stands. The sales team is supportive of the service department’s efforts and encourages them onto success.  And the service team upholds the sales department, doing everything possible to ensure their successes as well.

It’s great to be competitive and to push to be the best. But in your dealership, you aren’t trying to better the other departments. You’re trying to win out above the other ‘teams in the same league’. Your sales department is in direct competition with the store across town like the Mets are vying against the Yankees. Your service department is trying to score more frequently than the dealership down the street, like the Islanders against the Rangers.

Be the 12th Man

Keep in mind who your competition is. Vocally support and encourage your dealership’s other departments onto greater success and achievements. From the service department, you aren’t actually selling cars and signing bills of sale, but like a fan in the stands, your words of inspiration can help drive them on.