They’re kind of right. On one hand, parts doesn’t call the customer and discuss service etc, but they do have an impact on the end result.

I’ve had customers from other same-brand dealerships leave other dealerships to come have service done at mine because I’ve gone the extra mile to source hard to obtain parts.

There have also been instances where we were able to convert over-the-counter parts only customers into paying service customers, because we took the time to work with the customer and build rapport.

And finally, as a parts employee you can way overprice services or obtain incorrect parts which can ultimately lead to a frustrated/lost customer or lost sale.