Fixed Ops Journal

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Buick, Lexus return to top spots in service satisfaction scorecard

UPDATED: 3/16/17 4:30 pm ET - adds detail


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.

Thinking outside the key drop box
Better reconditioning through software

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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.

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.

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.

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.