TREVOSE, Pa. — Faulkner Toyota's service department is spotless, brightly lit, wide, airy and about as big as a football field. It's a busy place these days. Counting internal work, the department is processing as many as 120 repair tickets a day.
Harry Faulkner, the fourth-generation president of family-owned Faulkner Automotive Group, with 28 rooftops in the Philadelphia area, watches the proceedings one recent weekday morning with a mixture of pride and concern.
He's proud because the Toyota store boasts an 80 percent retention rate and has the highest revenue in the company, his customers are happy and sales are booming. But he's also concerned because the aging technician work force at this store is a companywide issue.