Buick, Lexus return to top spots in service satisfaction scorecard
Buick and Lexus regained their familiar top rankings in J.D. Power's latest scorecard of satisfaction with dealership service departments, helping the U.S. industry improve for a second straight year.
State Farm partners with Openbay for auto maintenance, repairs
State Farm Mutual Automobile Insurance has tied up with Openbay, an online marketplace for automotive maintenance and repair, the companies said.
Thinking outside the key drop box
Ford is testing an ATM-like device that allows customers to request oil changes, alignments, transmission work or other services; drop off their keys in a secure storage bin; retrieve keys for a rental car; and pay for service work, all from the device's touch screen.
Ford service network turns to 'Rock' for stability
Ford hopes Dwayne “The Rock” Johnson can boost sales at its service centers by convincing customers to choose Ford over third-party repair shops.
Waiting rooms can be ... fun?
A few pinball and video-game machines in the service lounge can leave customers engaged and perhaps even excited about coming back, says the CEO of New England's Prime Motor Group.
A spa with a service bay
It's easy to mistake the amenities at Big Two Toyota in Chandler, Ariz., for those at a high-end resort and spa.
Sears launches free-standing pilot DieHard Auto Center
Sears opened a full-service auto care center in San Antonio last week in a pilot store called DieHard Auto Center Driven by Sears.
Tech shortage curbs service department growth, survey says
Carlisle & Co. and Fixed Ops Journal asked dealers, general managers, and fixed ops directors about service matters. Among the findings: Technician issues are the biggest barrier to fixed ops growth, yet dealership executives spend little time recruiting techs.
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.