Carlisle & Co. data show dealership service departments get troubling customer retention and satisfaction scores, and any increase in customer-pay sales per repair order is likely the result of higher prices, not growing demand. But there is an opportunity for improvement, too.

Franchised dealerships constantly strive to boost customer service rankings by doing things such as minimizing wait times and improving communications. To achieve this, some stores have their service advisers put down their pencil and pick up a computer tablet.

There are great opportunities for automakers and their dealers in the aftermarket for automotive mechanical parts. But original equipment parts have only a 36 percent market share.

Operating during a crisis often leaves little time for reflection. Still, three fixed ops directors shared a revelation brought to light by these difficult times.

Too often people forget that turbulent times can be a chance to innovate and make changes.

Lee Harkins, CEO of the fixed ops consulting company M5 Management Services, is reminding service managers and fixed ops directors that now more than ever, the customer comes first.

Yes, new gadgets and software are useful. But something much cheaper can be a better guarantee of fixed ops success.

A Consumer Financial Protection Bureau report shows sharp declines in auto loan, home mortgage and credit card inquiries.