Dealer Don Forman's slick service strategy

March 18, 2013 - 12:01 am ET
Don Forman says providing a quick oil change is his most important service-retention tool. So the owner of United Nissan in Las Vegas pushed technicians to provide an oil change and car wash within 25 minutes. That paved the way to a 23% increase in customer-pay repair orders last year. Forman is now boosting that number by refining service-drive strategies – complete with bonuses for staffers who sell timely products. In the showroom, Forman built a dumbwaiter to speed the selling process and is literally rolling out the red carpet for buyers with assistance from 'masters at customer service.'
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