Don Fordiani, group manager, customer experience and fixed operations, Lexus Division

A discussion with Don Fordiani, group manager, customer experience and fixed operations for Lexus Division.

Peter Donnellan, senior vice president of after sales, Audi of America

A discussion with Peter Donnellan, senior vice president of after sales for Audi of America.

Don't be afraid to seek higher factory repayment for warranty parts

Many dealers know they can periodically apply to the factory for a service labor rate increase. Far fewer seem aware that most states' franchise laws also allow a retail parts markup.

Fixed ops, by the numbers

The National Automobile Dealers Association's latest statistical profile of auto retail finances reports.


Legendary Lexus exec tells how he evaluates a service department

Dick Chitty retired in 2003 from Toyota, but he remains an active watcher of fixed operations — so much so that he shared his recipe for success with Fixed Ops Journal.

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