The Risks Of Playing Blind: Lessons from Steinway’s Wood Shortage
Who would’ve thought a Seattle-made piano business could be shaken by a tree-cutting fight in Alaska?
That’s exactly what the Wall Street Journal reported on August 26, 2025—logging cutbacks in the Tongass National Forest could silence Steinway Piano’s iconic soundboards. Steinway may run out of wood.
It’s the perfect reminder: ignoring risk—even risk you don’t see every day—can come back to deafen your sales (to eke out a pun).
This is exactly what happens in a dealership when you don’t have clarity on the risks and what might happen.
Compliance Quiz
Consider giving this quiz to all your employees to determine your level of preparedness. The results may be music to your ears…or you may have a lot of work to do.
Questions
- True or False: A dealership compliance program only needs to exist on paper; daily practice isn’t required.
- What’s the very first step in building a compliance program?
- a) Buy software
- b) Appoint a compliance officer
- c) Wait for an inspection
- d) Train only managers
- Fill in the blank: If it isn’t written down, it __________.
- Which of these are core compliance risks for every dealership?
- a) Advertising
- b) Safeguards & Data Security
- c) Sales Practices
- d) All of the above
- Scenario: An inspector arrives unannounced. What’s the correct first move?
- a) Panic
- b) Stall until the GM arrives
- c) Politely greet them and notify leadership
- d) Tell them you’re closed
- True or False: Out-the-door price means base MSRP before fees.
- Which practice is considered deceptive advertising?
- a) Disclosing all fees up front
- b) Showing one low price online but adding mandatory add-ons later
- c) Listing “plus tax, tags, title”
- Customers must give “express, informed consent” before being charged for:
- a) Floor mats
- b) Paint protection
- c) GAP insurance
- d) All of the above
- Spot deliveries (a/k/a yo-yo sales) can create risk because:
- a) Customers may not qualify for financing
- b) Vehicles may be resold too quickly
- c) It improves CSI scores
- Which law requires truthful advertising and prohibits deceptive practices?
- a) Truth in Lending Act
- b) FTC Act
- c) Fair Credit Reporting Act
- d) OSHA
- True or False: Website disclaimers must match what you actually charge customers.
- Which website mistake can trigger an FTC action?
- a) “Limited time offer” banner
- b) Hidden fees in fine print
- c) Rotating photos
- Which of these could be an “unfair or deceptive” online ad practice?
- a) Clearly posting total price with all fees
- b) Offering rebates that only apply to a few buyers without clear disclosure
- c) Listing “plus tax, tags, title”
- True or False: If a breach affects 600 customers, you must notify the FTC within 30 days.
- Who should you report a suspected phishing email to first?
- a) Post it online
- b) Your compliance officer or IT lead
- c) Ignore it
- Which of these are examples of consumer data we must protect?
- a) SSN
- b) Driver’s license copy
- c) Credit application
- d) All of the above
- Fill in the blank: Never send customer data over __________ email.
- Which workplace action helps prevent harassment claims?
- a) Regular training and reporting procedures
- b) Ignoring small issues to avoid conflict
- c) Only training managers
- True or False: Employees should report harassment or discrimination even if the behavior comes from a customer.
- Which of the following is considered a protected characteristic under federal law?
- a) Favorite sports team
- b) Religion
- c) Car preference
- d) None of the above
- True or False: Harassment rules only apply to managers, not peers.
- A customer makes offensive comments to an employee. What’s the correct action?
- a) Ignore it
- b) Laugh it off
- c) Report immediately to a manager
- Which of these situations could trigger an FTC or state attorney general investigation at a dealership?
- a) Advertising a price online but adding hidden fees later
- b) Charging for products without customer consent
- c) Failing to disclose credit terms clearly
- d) All of the above
- A workplace built on __________ encourages compliance and lowers risk.
- True or False: Litigation hold means employees must preserve emails, texts, and records when told.
- Which contract clause best protects the dealership in vendor agreements?
- a) Free lunches
- b) Indemnification
- c) Logo use rights
- Which of these could create liability on a test drive?
- a) Not checking the customer’s license
- b) Letting the customer drive alone without paperwork
- c) Failing to explain the insurance coverage
- d) All of the above
- Scenario: A customer records you without notice. What’s the safest approach?
- a) Stop the conversation and involve a manager
- b) Pretend it’s fine and overshare
- c) Keep selling aggressively
- Cash customers should always be screened under the:
- a) Red Flags Rule
- b) Soccer Rules
- c) Overtime Act
- True or False: Everyone—from receptionist to technician—is part of compliance.
Answer Key
- False
- b) Appoint a compliance officer
- Didn’t happen
- d) All of the above
- c) Politely greet them and notify leadership
- False
- b) Showing one low price online but adding mandatory add-ons later
- d) All of the above
- a) Customers may not qualify for financing
- b) FTC Act
- True
- b) Hidden fees in fine print
- b) Offering rebates that only apply to a few buyers without clear disclosure
- True
- b) Your compliance officer or IT lead
- d) All of the above
- SSN
- Driver’s license copy
- Credit application
- Unsecured
- a) Regular training and reporting procedures
- True
- b) Religion
- False
- c) Report immediately to a manager
- d) All of the above
- Advertising a price online but adding hidden fees later
- Charging for products without customer consent
- Failing to disclose credit terms clearly
- Trust, respect, or integrity
- True
- b) Indemnification
- d) All of the above
- Not checking the customer’s license
- Letting the customer drive alone without paperwork
- Failing to explain the insurance coverage
- a) Stop the conversation and involve a manager
- a) Red Flags Rule
- True
Conclusion
Steinway’s plight shows how far-flung changes can reverberate in unexpected places. In your store, insurance unknowns, unclear coverage, and compliance blind spots can create the same kind of disruption.
Let this quiz serve as both a mirror and a shield against the unintended consequences of “we didn’t know.” Ensuring your team has this knowledge will keep your compliance efforts in tune and pitch perfect—because you don’t want a lack of compliance to create post-traumatic Strauss disorder.
And remember: if it ain’t Baroque, don’t fix it.
Tom Kline
DMM Expert
Tom Kline is a third generation “car guy” and former dealership owner with more than thirty years of experience. Kline is the Lead Consultant & Founder of Better Vantage Point, a specialty consulting firm focused on protecting and safeguarding dealers by employing targeted risk transference, regulatory compliance, and risk mitigation techniques. Additionally, Kline works with both tech and start-up companies and routinely provides expert witness testimony to defend dealerships against lawsuits.
Kline’s writing and ideas have been featured in multiple prominent national publications, such as the Wall Street Journal and Automotive News. Kline works with both publicly-held and private dealerships, routinely speaks at national conferences and 20 Groups, and frequently presents webinars on current events. Tom has received various trade group endorsements and is a sought after podcast guest.
Questions? Contact Tom at 757-434-7656 or at [email protected]
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