5 MINUTES WITH Brett Wheatley, executive director of North America customer service division, Ford Motor Co.
On the changing business model for Motorcraft-branded parts, reducing parts complexity and filling dealers' orders quickly
5 MINUTES WITH Scott Doering, vice president of customer service, Volvo Cars of North America
On how technicians' jobs have changed, Volvo's plans to expand other lines of business and how it is changing its technician training strategy.
Fixed in time
In the 1940s, the service department of a Ford dealership in California offered an Old West motif along with state-of-the-art lube equipment.
Who sells the most replacement tires in North America, what matters most to customers when they schedule service appointments, and fixed ops profit numbers from public dealership groups.
Fixed ops directors identify their top priorities for 2017.
Dealerships' service departments are leaving money on the table
Why are dealerships leaving money from potential service business on the table?
New fronts in dealer-factory war over warranty reimbursement
Ohio is the latest state to adopt detailed rules requiring automakers to reimburse dealers for warranty work at the retail rates charged by the dealerships. Some service directors say they fear factory retaliation.
Repayment rules can be difficult
Just over half the states have franchise laws that include a specific formula for dealerships to follow in documenting the rates they charge customers for retail service work, so they can charge automakers the same rates for warranty work.
New Jersey dealer was a pioneer in warranty-pay lawsuit
As a Lincoln-Mercury dealer in New Jersey in the 1990s, Robert Robertazzi successfully sued Ford Motor Co. over payment for warranty work. That landmark case helped make New Jersey one of the first states to put teeth in its laws requiring dealer reimbursement at retail rates for warranty-related parts and labor.
Monetizing the service drive is key to dealerships' survival
Frank Ferrara, Hyundai Motor America's retired vice president of customer satisfaction, says the lack of a long-term focus and doing "crazy stuff" can get in the way of building stronger parts and service operations.
AutoNation puts service and parts at the center of its new branding campaign
The nation's largest dealer group is rolling out a new line of company-labeled parts, emphasizing accessories sales, and expanding its base of service centers and body shops. Executives expect $100 million in gross profit from the parts initiative next year.