Fixed Ops Journal

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Veteran service aide rides to motorists' rescue


Pat Howk is a customer assistance specialist for a St. Louis dealership who has spent nearly half his life (he's 60) responding to vehicle owners' calls for roadside help. He's available 24/7 to change a tire, jump-start a battery, or unlock a car or truck with the keys inside.

Infiniti, Nissan stand out in first-visit scheduling
Dealing with tech shortages at schools

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Honda store's push to 'pull' cars through service

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Service depts. can expect a lift

The numbers are in, and they add up to lots of work for dealerships' service and parts departments. Here's a look at some key statistics with implications for fixed operations.

Getting the most from fixed ops

In a new book, Perfect Dealership, auto retail consultant Max Zanan lays out his recommendations for dealers. Here are excerpts from his chapter on fixed ops.

Don’t trash-talk techs

Your story about the technician strike in Chicago quoted fixed ops consultant Rob Gehring as saying: “I wouldn’t be a technician.” People like him help drive the poor technician attitude.

VW is right -- take it from forklifts

VW is correct: The profit model for the dealers does change. The emphasis on customer experience becomes the glue that helps them retain their customers.

7 steps to increasing accessories sales

Accessories are a $40 billion a year business, but new-vehicle dealerships continue to lag far behind independent competitors in accessories sales. Here are practical suggestions from industry leaders and experts for selling more accessories.

Fixed ops managers divided on posting service prices

Does advertising your shop's prices have to deflect attention from the quality of service you offer? New software enables dealership service departments to tailor maintenance packages --with prices attached -- to individual customers.

Unveiled at SEMA

What's new in must-have equipment for the well-appointed service department.

Don't panic over transition to EVs

The transition to electric vehicles will be gradual and dealership service departments will have plenty of time to adapt, industry leaders say.