Fixed Operations

Porsche dealers eager to upgrade

12:01 am U.S. ET | Feb. 23, 2015

About 150 of the 189 U.S. Porsche dealerships are renovating or expanding as the brand's sales have soared. Porsche Cars North America wants additional showroom and service space from dealers to accommodate the growing number of nameplates in its lineup and the additional vehicles on the road.... Read More »

M-B launches no-appointment quick service

12:01 am U.S. ET | Feb. 2, 2015

Mercedes-Benz is rolling out quick service for basic maintenance that can be completed in as little as 30 minutes. No appointment is needed. The program, Premier Express, was piloted last year and will go nationwide in the first quarter.... Read More »

Repairs: Dealerships satisfy, study says, but independents lead

12:01 am U.S. ET | Feb. 2, 2015

The service departments of dealerships lagged independent repair shops in a Consumer Reports satisfaction study, but there's good news hidden in the survey. Respondents also reported being very satisfied overall with their repairs at dealerships, but they also dislike the high cost of parts at dealerships.... Read More »

Sales staff certification gets a new twist

12:01 am U.S. ET | Jan. 26, 2015

FCA US wants better performing dealerships with lower sales staff turnover and top-notch experts who reach out to potential customers.... Read More »

GM seeks speedy customer feedback

12:01 am U.S. ET | Jan. 26, 2015

General Motors has launched a customer-satisfaction survey that combines a short-form questionnaire with a space for shopper comments.... Read More »


Body shop shakeup

12:01 am U.S. ET | Jan. 19, 2015

It's getting more complicated for auto dealers to operate body shops. Repairs are increasingly complex as new designs add ultra high-strength steels and other new alloys and a broader range of material.... Read More »


How FCA US eases shortage of techs

12:01 am U.S. ET | Jan. 5, 2015

FCA US will launch a program this month to help dealers cope with a nationwide shortage of service technicians and a surge in recall work.... Read More »

GM dealers take on more loaners

12:01 am U.S. ET | Dec. 13, 2014

Dealers are seeing a huge expansion of General Motors' Courtesy Transportation Program, a bid to create better loyalty via the service lane and by getting more people to try vehicles.... Read More »

Toyota parts delivery scores with dealers

12:01 am U.S. ET | Dec. 8, 2014

Parts Director Danny Perez saves $100 to $400 a day in rental-car costs thanks to Same Day Service, a parts distribution program run by Toyota Motor Sales U.S.A. Inc.... Read More »

Used-car buyers are big F&I opportunity

12:01 am U.S. ET | Dec. 8, 2014

Otto Belovich believes it is a disservice to his customers -- especially those who buy used vehicles -- if he doesn't offer them the opportunity to purchase a service contract.... Read More »

Dealerships grapple with regulations allowing service dogs

12:01 am U.S. ET | Dec. 7, 2014

Dealerships can face litigation if they don't know the rules about how to deal with customers who require service dogs. The issue is complicated by people who claim, incorrectly, that their pets are service dogs. But that doesn't get businesses off the hook.... Read More »

M-B bolsters service with concierge program

12:01 am U.S. ET | Nov. 8, 2014

Mercedes-Benz has launched a product specialist program for dealerships and aims to train 1,600 employees through the program by the end of next year.... Read More »

Ford body shops gear up for aluminum

12:01 am U.S. ET | Nov. 3, 2014

The 2015 F-150 is a big deal because no company previously has manufactured a mass-market pickup with an aluminum body. Dealers who want to repair the trucks need to buy special tools and train technicians in aluminum techniques. Many of them are well on their way.... Read More »

Michigan body shop burns used oil to cut heating bill

12:01 am U.S. ET | Nov. 3, 2014

Dealer Ed Brown saw a heating system that uses used oil displayed at the 2002 National Automobile Dealers Association convention in New Orleans and had it installed a year later at a cost of $395,000. Since then, the system has reduced the shop's heating bill by nearly $250,000.... Read More »


Dealerships boost fixed-ops spending to fend off rivals, retain customers

12:01 am U.S. ET | Nov. 3, 2014

Many dealerships are investing heavily in fixed operations. They are adding service bays, longer hours, dedicated express lanes and technology to boost efficiency. Dealers say the investments are justified by strong profits, a big pool of potential customers who defected to independent shops and national service chains, and opportunities to boost customer satisfaction.... Read More »

A bad service review? No need to panic

12:01 am U.S. ET | Nov. 2, 2014

A cottage industry of vendors has sprung up to help dealers manage the often bewildering world of online reviews. The vendors are adept at intercepting some bad reviews before they are posted.... Read More »

Startups see opportunities flowing from data port

12:01 am U.S. ET | Oct. 20, 2014

Some startups, impatient with automakers' progress and promising to bring older vehicles into the data-driven age, are racing to market with hardware and apps that tap into the OBD-II diagnostic port built into all new U.S. light vehicles' dashboards beginning in 1996.... Read More »

Perks program lifts struggling store's satisfaction scores, sales

12:01 am U.S. ET | Sept. 1, 2014

Land Rover San Diego is rewarding big spenders with a perks program that offers Padres baseball tickets, dry cleaning runs, preferential service times and other goodies.... Read More »

High-tech toys drive service contract sales

12:01 am U.S. ET | Aug. 11, 2014

In-vehicle, high-tech toys and consumers' urge to protect them are driving sales of extended service contracts, some finance and insurance professionals say.... Read More »

Ford counts on free brake pads to boost service visits

12:01 am U.S. ET | Aug. 4, 2014

Ford Motor Co. dealers today are launching a program that offers lifetime replacement of brake pads for Ford, Lincoln and Mercury vehicles.... Read More »

2015 F-150 repair parts will be sold to all body shops

12:01 am U.S. ET | Aug. 4, 2014

Ford Motor Co. says it will sell body repair parts for the 2015 F-150 to all body shops, even ones that have not been certified to fix the aluminum-bodied pickup.... Read More »

Hyundai will pay dealers who get shops to buy genuine parts

12:01 am U.S. ET | Aug. 4, 2014

To win sales away from the aftermarket, Hyundai has started an incentive program for U.S. dealers who sell certain Hyundai replacement parts to body shops.... Read More »

Call center keeps the service bays packed

12:01 am U.S. ET | Aug. 4, 2014

Dealer Jeff Proctor endured a year of anger from service advisers after he gave their job of scheduling service work to a newly created call center. Suffering their wrath proved worthwhile, Proctor says, because now his service bays are largely booked and his service revenue keeps rising.... Read More »

OnStar change targets service visits

12:01 am U.S. ET | July 27, 2014

Starting with its 2015 models, GM will offer buyers free monthly vehicle-diagnostic reports through OnStar, and allow those customers to sign up to receive maintenance notifications from their dealerships.... Read More »

Dealer: Customers judge a service contract by its cover

12:01 am U.S. ET | July 14, 2014

For auto retailers, having factory-backed finance and insurance products to sell sometimes makes all the difference.... Read More »

Automotive News Cover
Special Video Report
Mazda marketer slams autonomous cars, protects 'Zoom-Zoom'

Mazda marketer slams autonomous cars, protects 'Zoom-Zoom'

Russell Wager says he has a 'real problem' with self-driving cars because they could erase popular tag lines and even brands.
» Watch the Video
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