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.
A former president of a used-car dealers association and his finance manager pleaded guilty to defrauding General Motors and four banks and credit unions by using fake vehicle sales and fraudulent loan applications to pocket millions of dollars in a four-year scheme.