Holiday season: Time to work
I went to a local dealership on the day after Christmas for a small adjustment to my car.
Getting the most from fixed ops
In a new book, Perfect Dealership, auto retail consultant Max Zanan lays out his recommendations for dealers. Here are excerpts from his chapter on fixed ops.
Anti-opioid campaign at body shop falls flat
An independent service shop tried to draw customers through a tie-in with law enforcement's fight against opioid overdoses. It didn't work. Here's what happened.
Icahn Automotive picks up 19 service centers, auto parts distributor in string of acquisitions
Carl Icahn's Icahn Automotive Group LLC said it has acquired 19 service centers and an auto parts distribution business. It's the latest in several related acquisitions made by Icahn in recent years.
Don’t trash-talk techs
Your story about the technician strike in Chicago quoted fixed ops consultant Rob Gehring as saying: “I wouldn’t be a technician.” People like him help drive the poor technician attitude.
Veteran service aide rides to motorists' rescue
Pat Howk is a customer assistance specialist for a St. Louis dealership who has spent nearly half his life (he's 60) responding to vehicle owners' calls for roadside help. He's available 24/7 to change a tire, jump-start a battery, or unlock a car or truck with the keys inside.
LETTER TO THE EDITOR
VW is right -- take it from forklifts
VW is correct: The profit model for the dealers does change. The emphasis on customer experience becomes the glue that helps them retain their customers.
7 steps to increasing accessories sales
Accessories are a $40 billion a year business, but new-vehicle dealerships continue to lag far behind independent competitors in accessories sales. Here are practical suggestions from industry leaders and experts for selling more accessories.
Fixed ops managers divided on posting service prices
Does advertising your shop's prices have to deflect attention from the quality of service you offer? New software enables dealership service departments to tailor maintenance packages --with prices attached -- to individual customers.
Infiniti, Nissan stand out in first-visit scheduling
Infiniti and Nissan stand out for scheduling first service visits before new owners drive away from the dealership. Jaguar Land Rover and BMW lag.
5 MINUTES WITH ... Dave VandeLinde, director of dealer service and parts process, Hyundai Motor America
A fixed ops director talks about the challenges of talent retention and connected car technology.
Leaf owners say they'll drive it until it wears out
Two Nissan Leaf owners offer a preview of how electric vehicles will affect dealership service once they sell in high volume.
Don't panic over transition to EVs
The transition to electric vehicles will be gradual and dealership service departments will have plenty of time to adapt, industry leaders say.
EV obstacles falling for buyers, automakers
Several factors that limit the appeal of electric vehicles, to consumers and manufacturers, are changing fast.
Electric vehicles and the future of fixed ops
The emerging generation of battery-powered EVs is likely to bring about the greatest changes to dealership fixed operations the industry has seen in decades, because the vehicles will require far less service than gasoline-powered cars and trucks.
Gift of service
Dealership service departments say that gift cards/certificates/coupons make great stocking stuffers this holiday season.
Join the crowd talking fixed ops in our pages
As this issue of Fixed Ops Journal ends our second year, I've assumed the role of editor. If I'm to have any hope of following adequately in my predecessor's footsteps, I'll need the help of this magazine's expert and influential readers.