Parts & Service

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September 2017, Auto Dealer Today - Cover Story

How to Calculate Your Parts Turn

Getty Images

By Jill Pastore

Analytics expert helps determine your gross inventory turnover, true turnover, and fill rate.

Tags: controller, dealers, Inventory Management, parts and service

August 2017, Auto Dealer Today - WebXclusive

Focus on Fixed Ops: How to Thrive After Peak SAAR

By Jim Roche

When sales plateau, service and parts revenue becomes paramount. Use this three-part plan to optimize your fixed ops revenue.

July 2017, Auto Dealer Today - Feature

3 Ways to Maintain Part Sales

Getty Images

By Gary Brooks

Online retailers are entering the aftermarket parts game. Fight back with smart pricing, inventory and data.

Tags: Inventory Management, parts and service, Pricing, sales

July 2017, Auto Dealer Today - WebXclusive

Q&A: Service Retention Is Your Lifeboat

By Tariq Kamal

Online appointment-scheduling is a good first step for dealers looking to improve the customer experience in the service lanes.

March 2017, Auto Dealer Today - WebXclusive

Data Control and the DMS

By Tariq Kamal

Learn how Mike Esposito changed careers from engineering to auto retail and dealer software.

January 2017, Auto Dealer Today - WebXclusive

Service Advisors Are Working Overtime

By Jeffrey Brecher

The Ninth Circuit has reaffirmed that service advisors are not subject to exemption from overtime pay. Compliance expert unpacks Navarro v. Encino Motorcars LLC and the effect it could have on your fixed-ops budget.

Tags: compliance, Department of Labor, employment, Encino Motorcars, Hiring, Jeffrey Brecher, management, Overtime

September 2016, Auto Dealer Today - Feature

Optimize PPM for Service Retention

By Ryan Williams

Is easy and effective service retention too good to be true? Prepaid maintenance expert offers advice for keeping your shop at capacity.

Tags: Customer Retention, parts and service, PPM

September 2016, Auto Dealer Today - Feature

3 Ways to Boost Upsell and Compensation

By Jim Leman

By improving the customer experience, creating a spiff program, and financing repairs, you will create new opportunities to increase your service revenue — and your advisors’ paychecks.

Tags: compensation, Customer Experience, maintenance upsell, Repairs

September 2016, Auto Dealer Today - Cover Story

The Master at Work

Steve Travis has been a member of the Liberty Toyota staff since 1978 and has earned a number of awards, including nomination to the 2014 Assembly of Champions. Photo: Brent Asay

By Tariq Kamal

As a Master Diagnostic Technician and Toyota Assembly of Champions honoree, Steve Travis has delivered 38 years of service and international recognition to Larry H. Miller Liberty Toyota.

Tags: dealers, Maintenance, Toyota, vehicle diagnostics

August 2016, F&I and Showroom - WebXclusive

Magazine Offers Details on Compliance Summit Program

By Tariq Kamal

Scheduled for Aug. 29-30, Compliance Summit is designed to deliver a crash course in federal regulations and enforcement action to help dealers, agents and industry execs build sustainable sales and F&I processes without sacrificing productivity and profitability.

Tags: ARMD resource Group, CNA National, Compli, compliance, Compliance Summit, Dealer Compliance Consultants, EFG Companies, F&I Express, gvo3 & Associates, Mosaic Compliance Consultants, NFADA, Reynolds & Reynolds, The Warranty Group, Total Dealer Compliance, UDS

May 2016, Auto Dealer Today - Feature

How PPM Drives Retention

Properly designed and presented maintenance programs help auto dealers engage customers throughout the ownership cycle.

By Ryan Williams

With rock-solid processes and measurable goals, prepaid maintenance programs can help dealers keep more car buyers coming back and create limitless service and sales opportunities.

Tags: Customer Retention, Maintenance, Prepaid Maintenance, sales

August 2015, Auto Dealer Today - Feature

4 Ways to Keep Service Customers Coming Back

Jim Alton

By Jim Alton

Low turnover and rock-solid policies for labor times and pricing help retain your valuable service customers.

Tags: Customer Service, employee retention, parts and service

July 2015, Auto Dealer Today - Feature

How to Find and Keep Service Techs

By Jim Alton

Having trouble hiring quality service technicians? You might not be looking in the right places.

Tags: employees, Hiring, parts and service, technician training

February 2015, Auto Dealer Today - Feature

Everything in Its Place

Custom workstations allow dealers to design and maintain clean, efficient shops that can reduce customer wait times and help retain skilled technicians. 

By Tim Vaughan

Custom workstations allow dealers to design and maintain clean, efficient shops that can reduce customer wait times and help retain skilled technicians.

Tags: Customer Service, Maintenance, service department, technician training

October 2014, Auto Dealer Today - Feature

6 Touchpoints for Service Customers

Customers are more likely to order needed repairs and return for future service when dealers make constant, transparent and friendly communication a priority. 

By Paul Potratz

Dealers are earning loyal service customers by focusing on providing a positive experience in every phase of the transaction.

July 2014, Auto Dealer Today - Feature

Women Are Not a Moving Target

By Jody DeVere

Simple promises and superior results are the key to marketing your dealership to women.

July 2014, Auto Dealer Today - Feature

Event Space

By David Gesualdo

The size and scope of Industry Summit continues to change with time and the demands of the market.

June 2014, Auto Dealer Today - Feature

Lead With Commander’s Intent

By Mike Esposito

Empower your staff by making your objectives clear and giving them room to work.

August 2013, Auto Dealer Today - Feature

Serving Up Sales

By Stephanie Forshee

Terry Longmore was focused on service-department sales long before it became fashionable. That dedication is paying off for Beasley Ford Lincoln, where Longmore’s department is capturing 3 to 5 percent of his store’s sales leads from customers waiting in the service lounge.

Tags: Closing Ratios, Creative Selling, Customer Loyalty, customer satisfaction, data mining, dealership profiles, educational-based questions, JD Power and Associates, selling cars to service customers, selling with mobile devices, TEGA Technologies’ Service Turn

April 2013, Auto Dealer Today - WebXclusive

Profit Booster: Tapping the Specialty Equipment Market

Pictured is General Manager Larry Hook and the parts department at All American Chrysler Jeep Dodge of Odessa, Texas.

By Paul Chavez

Tapping the $30 million specialty equipment market is no easy task, but two dealers say it’s not impossible. They open up their playbooks to making accessory sales a profitable venture.

Tags: Accessory Market, aftermarket accessories, BDC, customize, GPS Tracking, parts and service, Profitability, specialty vehicles, Tire and Wheel

March 2013, Auto Dealer Today - WebXclusive

PPM Driving Retention, Profits

By Daryl K. Tabor

Daryl Tabor looks at how prepaid maintenance plans and courtesy service packages are driving service retention at dealerships.

Tags: BDC, Customer Loyalty, Customer Retention, DMEautomotive, Fideltiy Warranty Services, Generation Y, MediaTrac, parts and service, Prepaid Maintenance, Resource Automotive

February 2013, Auto Dealer Today - WebXclusive

Supporting Fixed Operations

By Don Reed

Don Reed reminds dealers and general managers about the real opportunities that exist for service departments.

Tags: BDC, CSI, fixed operations, profits, Service, training

November 2012, Auto Dealer Today - WebXclusive

The Primary Mission of a Service Advisor

By Don Reed

Expert Don Reed, CEO of Fixed Ops Solutions, points out that the primary mission of a service advisor is to ensure that every customer is driving a safe and reliable vehicle. Reed also teaches you exactly how to accomplish your mission from building customer relationships to holding everyone accountable to the mission.

Tags: BDC, Customer Relations, Customer Retention, improving your service department, repeat customers or referrals, service department, training, Vehicle Maintenance

September 2012, Auto Dealer Today - WebXclusive

Since When is Selling a Bad Thing?

By Don Reed

Service expert Don Reed has observed that dealers are reluctant to push for greater sales in fixed ops. Here he looks at the cost of that reluctance.

Tags: BDC, HPRO, increasing sales, Operational Efficiencies, Sales Tactics, sales training, selling service, special finance, vehicle service products

July 2012, Auto Dealer Today - WebXclusive

Suggested Daily Tasks of Fixed Ops Managers

By Don Reed

The most important part of a manager’s day is to manage the performance of their employees. Don Reed suggests some daily tasks for a fixed ops manager that can positively affect the performance of his team.

Tags: BDC

July 2012, Auto Dealer Today - WebXclusive

Fixed Ops Goes From Life Preserver to Profit Powerhouse at Lupient Chevrolet

In 2009, Lupient Chevrolet received notice that General Motors was revoking its franchise. Instead of winding down its new-car operation, management forged ahead by purchasing new vehicles from other GM dealers to resell, and the dealership ramped up business in service to help stay afloat. Ultimately, the dealership's franchise was reinstated, and the service department is now a profit powerhouse.

By Kimberly Long

When Lupient Chevrolet received notice in 2009 that General Motors was revoking its franchise, the dealership ramped up business in service to help stay afloat. Ultimately, the dealership's franchise was reinstated, and the service department is now a profit powerhouse.

Tags: BDC

June 2012, Auto Dealer Today - WebXclusive

Renovating and Rebuilding Three Dealers’ Service Departments

By Jennifer Murphy Bloodworth

When upgrading their service departments, dealers must deal with many decisions and challenges like construction, provider selection, manufacturer requirements, and more. Auto Dealer Monthly took a look at the recent upgrade experiences of three dealers.

Tags: BDC

May 2012, Auto Dealer Today - WebXclusive

Why Do You Have Inactive Service Customers?

By Don Reed

Currently dealers are getting only about 16 percent of the parts and service market. With the average age of a vehicle today at 10.8 years, it is imperative that dealers get those vehicles back into their service departments. Don Reed examines the dilemma of inactive service customers.

Tags: BDC

March 2012, Auto Dealer Today - WebXclusive

An Enemy Called Average

By Don Reed

For the dealer who wants to thrive and not just survive in this very competitive industry, every department in the dealership must be a profit center. Don Reed discusses the need for dealers to elevate not only their service departments but their entire dealerships beyond average.

Tags: BDC

March 2012, Auto Dealer Today - WebXclusive

Smooth Fixed Operations at Sanderson Ford

Due to its immense success, the parts department at Sanderson Ford has won several awards. Here, the parts management team holds up two awards for selling Ford Power Stroke Diesel parts, one for achieving the $2 Million Club and the other for volume and growth. Pictured from left to right: Parts Manager Dave Beard, Assistant Parts Manager Sindi Barnes, and General Manager of Parts Operations and Truck/RV Center Stan Wibben.

By Jennifer Murphy Bloodworth

Sanderson Ford currently sells about $2.3 million in parts a month, so having an efficient and smooth-running operation is vital. Of course, a parts operation doesn’t grow to be this size overnight.

Tags: BDC

February 2012, Auto Dealer Today - WebXclusive

Increase Fixed Ops Traffic by 20 Percent

By Don Reed

By outlining a fixed operations marketing plan with daily, monthly and quarterly plans, industry expert Don Reed explains how dealers can realize a 20-percent increase in fixed operations traffic.

Tags: BDC

December 2011, Auto Dealer Today - WebXclusive

Your Service Department is Not a Democracy

By Don Reed

As a dealer, you are the ultimate decision maker. You don’t need to take a vote every time you want to make a change in policy, process or personnel. Fixed operations expert Don Reed discusses how making changes might not be popular among employees, but can make the dealership more efficient and profitable.

Tags: BDC

October 2011, Auto Dealer Today - WebXclusive

Managing Your Special-Order Parts

By Joseph Clementi

Dealership general manager Joseph Clementi explains how to manage and more closely monitor special-order parts as a way to control cash flow.

Tags: BDC

September 2011, Auto Dealer Today - WebXclusive

Performance Improves When Measured

By Don Reed

Fixed operations expert Don Reed discusses the importance of measuring performance and outlines 28 different stats in the service and parts departments that should be measured for individual employees to evaluate performance.

Tags: BDC

August 2011, Auto Dealer Today - WebXclusive

Five Technology Products to Increase Fixed Operations Sales and Profits

By Don Reed

Don Reed, fixed operations expert, discusses five technologically advanced products that will increase dealerships’ fixed operations sales and profits if used properly.

Tags: BDC

July 2011, Auto Dealer Today - WebXclusive

Building Sales in the Service Department

"Simply having the menu is useless unless [advisors] have the proper words and scripts to use to thoroughly explain it to the customer, build value and ask for the sale ... An inspection is only as good [for upselling] as an advisor's ability to sell the work." - John Widiger, General Manager, John Youngblood Motors

By Kimberly Long

The service department can become a profit machine with the right tools, processes and training. The use of maintenance menus and inspection checklists is a great place to start to focus on effective upselling.

Tags: BDC

June 2011, Auto Dealer Today - WebXclusive

Jerry Seiner Chevrolet Boasts Robust Wholesale Parts Business

At first glance, Jerry Seiner Chevrolet in Salt Lake City, Utah, looks like most other dealerships. However, behind the scenes is a mammoth parts department that regularly sells between $1.6 and $1.7 million in parts a month, of which about 60 percent is wholesale. To meet demand, the dealership has a warehouse that stocks $3.2 million in parts.

By Kimberly Long

At Jerry Seiner Chevrolet in Salt Lake City, Utah, the parts department has been cultivated to a level of success not seen by many, thanks in no small part to its wholesale operation. The department sells $1.6 to $1.7 million in parts each month.

Tags: BDC

June 2011, Auto Dealer Today - WebXclusive

Optimism Abounds in Fixed Operations

By Don Reed

Fixed operations expert, Don Reed, follows up on his previous article with facts and figures about dealers’ compliance with the Five Rules of Engagement for Service Customers. With dealers reporting more service customers coming in, dealers stand to earn a lot more business if they adhere to the rules 100 percent of the time.

Tags: BDC

May 2011, Auto Dealer Today - WebXclusive

Integrating an Online Service Scheduler

"I can't imagine any drawback to online service scheduling because if a customer can go there any time of day, schedule an appointment accurately and be notified when it's confirmed, then how can that be bad? And it doesn't take any people. Online scheduling is beautiful." - Randy Brobston, Customer Information Center Manager  MileOne Automotive

By Jennifer Murphy Bloodworth

Customers go online for nearly everything, including automotive service. Author Jenny Murphy discusses what dealers should consider when implementing an online service scheduler and looks at how four dealerships have successfully integrated this technology into their fixed operations.

Tags: BDC

May 2011, Auto Dealer Today - WebXclusive

BMW of Sarasota Incorporates Third-Party Service Loaner Program

By Jennifer Murphy Bloodworth

BMW of Sarasota Incorporates Third-Party Service Loaner Program

Tags: BDC

April 2011, Auto Dealer Today - WebXclusive

Five Rules of Service Customer Engagement

By Don Reed

Don Reed - Fixed ops industry expert and trainer Don Reed presents the five rules of engagement service advisors should follow with service customers.

Tags: BDC

April 2011, Auto Dealer Today - WebXclusive

Winning Back Consumer Trust in the Service Department

By Brad Simmons

Brad Simmons explains the importance of building trust with service customers and discusses ways service advisors can build trust when presenting upsells to customers.

Tags: BDC

October 2010, Auto Dealer Today - WebXclusive

Why Customers Put Off Maintenance

By Hal Scott

Most customers postpone repairs and maintenance work. Industry Expert Hal Scott discusses why customers put off service work and explains how to overcome customer objections to get them in for needed service and maintenance.

Tags: BDC

August 2010, Auto Dealer Today - WebXclusive

Service Advisor Training

By Don Reed

Don Reed - A significant number of dealers these days are becoming more and more aggressive in selling used vehicles. Some have even lost their new car franchises and now rely solely on used vehicle sales, along with parts and service sales to pay the overhead and hopefully provide them with a significant return on investment (ROI).

Tags: BDC

July 2010, Auto Dealer Today - WebXclusive

Why Outsource Your Parts Inventory?

By Jennifer Conner

Jennifer Conner - A dealer’s parts inventory can be valued at hundreds of thousands of dollars to well over $1 million. This large of an asset needs protecting and auditing, ideally by an unbiased third party.

Tags: BDC

June 2010, Auto Dealer Today - WebXclusive

Service Powerhouse at DeBoer's Auto

By Kimberly Long

Kimberly Long - To the casual observer passing by DeBoer’s Auto in Hamburg, N.J., the dealership might appear to be a small, rather unassuming-looking used car lot. To be sure, DeBoer’s isn’t a gigantic operation – they stock about 20 used vehicles at any given time – but the area in which the store truly excels is its fixed operations.

Tags: BDC

May 2010, Auto Dealer Today - WebXclusive

How to Design a Fixed Ops Marketing Plan

By Don Reed

Don Reed - A worthy goal for every dealer would be to sell a new or used vehicle today and keep that customer coming back to your dealership for life. You want them coming back for all their service needs, for parts, for body repairs, to buy additional vehicles for their family and of course, to trade in the vehicle you just sold them to buy another. Makes sense, right?

Tags: BDC

October 2009, Auto Dealer Today - WebXclusive

Menus Can Make a Difference

By Don Reed

Don Reed - Most dealers today understand the value of an F&I department, and history shows that this department can be a significant profit center when the right processes are implemented, enabling managers to sell additional products and services to every customer who takes delivery of a new or used vehicle.

Tags: BDC

September 2009, Auto Dealer Today - WebXclusive

All-Pro Team Selling Service Contracts in the Service Drive at Chuck Fairbanks Chevrolet

By Jennifer Murphy Bloodworth

Jennifer Murphy - Would you like your service department to gross tens of thousands of dollars more each year? The answer seems like a no-brainer, but many dealerships aren’t taking advantage of additional profits that can be had by selling service contracts on the service drive. Chuck Fairbanks Chevrolet’s service department, however, is grossing an extra $7,000 a month by doing just that ...

Tags: BDC

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