Master service adviser, coach and author Coralee Zueff says service advisers will be successful if they are good listeners to customers and keep technicians busy. Also, following the same process with each customer helps ensure a smooth experience.

Lamont Harris says employees appreciate it when he remembers their birthday or work anniversary. It shows them he cares about them, says the service director at Selma Nissan, Selma Hyundai and Genesis of Selma in Selma, Calif.

Owen Moon, CEO of service marketing and technology company Fixed Ops Digital, talks with Senior Editor Dan Shine about promoting service departments online and how to market other dealership profit centers such as tires and accessories.

Jeff Daniel, service director at Maple Hill Auto Group in Kalamazoo, Mich., spoke with Senior Editor Dan Shine about leadership, recruiting more women to service department roles and leaving it better than you found it.