AFTER THE STORMOct. 22
Dealer anniversariesOct. 22
Ford makes a good gestureOct. 22
Service write-ups' hidden benefit: customer dataOct. 22
SERVICE COVENANTOct. 22
The Lexus Covenant is etched in a 6½-foot slab of black granite block in the lobby of the automaker's U.S. headquarters in Plano, Texas. It includes this promise: "Lexus will treat each customer as we would a guest in our home."
5 minutes with Beau Brauer, president, Hunter Engineering Co.Oct. 22
Beau Brauer, Hunter Engineering's president, talks about how the family-owned company has become one of the dominant suppliers of shop equipment for new-vehicle dealerships' service departments and independent shops.
Heavy trucks do heavy lifting for 3D printingOct. 22
3D PREVIEWOct. 22
Automakers and suppliers are on the cusp of revolutionary change through their growing use of 3D printing, a technology that can make custom parts on demand and has the potential to mass-produce parts.
SERVICE STATSOct. 22
Now that fixed operations account for roughly half of the typical franchised dealership's gross profit —about as much as vehicle sales — it's understandable that dealers seek to make their service departments more efficient, and thus more lucrative.
BRICKBATS OR BOUQUETSOct. 22
Online customer reviews of dealership service departments are the farthest-reaching, longest-lasting form of word-of-mouth advertising. Fixed operations managers need to appreciate and harness the power of social media, which increasingly drive consumers to — or away from — service lanes.