Fixed Ops Journal

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Selling 'upgrades' in the service lane


05/01/2017

David Wilson's Villa Ford has transformed its service lane into a gateway for upgrading customers into a new vehicle. Money was a key motivator.

Audi, junior colleges join to develop service techs
5/6/2017
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Subaru says dealers are lagging on service
5/1/2017
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Lessons from dealers' online parts ventures

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MORE FIXEDOPS NEWS RESOURCES RECALLS COLUMNS

Keeping on-hold callers holding on

Instead of having on-hold callers listen to a single repetitious message or the sound of silence, a UK dealership has found a way to put the time to good use.


Making free oil changes pay off

Lester Glenn Auto Group used to give away unlimited free oil changes with vehicle purchases, but it became costly and unmanageable. Now the group limits the amenity and pairs it with a pitch for pre-paid maintenance. The result: $150,000 a month in incremental service revenue.


Service Counter

As vehicle recalls spike, drivers offer reasons for not paying attention to them.

LETTER TO THE EDITOR
Dealers, accessorize!

Many dealerships are letting a huge amount of profit drive off their lot, a reader writes.

LETTER TO THE EDITOR
Love that kiosk

A reader raves about Ford's Smart Service Kiosk.

LETTER TO THE EDITOR
Which decade?

A reader says a historical photo in February's Fixed Ops Journal is dated from the 1950s, not the 1940s.


Lincoln's Job 1: Getting to know you

Lincoln says it is successfully differentiating itself via experiences, rather than vehicle features. Now it wants to craft the experience before designing the car.


Texting do's and don'ts

Done right, texting is a fast, effective way for service departments to communicate, enhancing customer satisfaction and shop productivity.

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