The population of 6- to 10-year-old vehicles is swelling to historic proportions. It could be a potential gold mine in service department profits in the years ahead.

Building a service brand around three generations of treating customers like family has paid off for Silko Honda, but the long-term effect has forced Adam Silverleib to go back to the drawing board to adjust a very successful service program.

Service advisers often are taught only the systems and basic processes that their dealership or group uses before going face-to-face with customers. Better training has bottom line benefits for dealers.

A new survey indicates that even when advisers perform a multipoint inspection at the service center, customers often fail to notice them.