FIXED OPS JOURNAL 6 inside June 2022 features 12 8 Cover story: What it takes to rejuvenate an underperforming service department 12 Following footsteps: Succession planning key to smooth fi xed ops transitions 14Write stuff: Technician's blog gives voice to his and his fellow wrench-turners' wishes 20 Over the air: What's everyone talking about on fi xed ops podcasts? 22 On demand: How soon until 3D-printed parts come to dealerships? departments 4 Editor's Letter 6 Other Voices 17 19 Legal Lane the tool box 16 Spotlight 17 Feedback 17 Fixed in Time 17 Newsmaker 18 3 Things 18 FOJ Tip 18 Service Counter 19 Overheard 20 ON THE COVER: Bristol Honda Fixed Ops Director Shawn Butler is working to resurrect the dealership's service department with improved communication - and an improved effective labor rate. Story on PAGE 8. Fixed Ops Journal Staff EDITOR-IN-CHIEF: Dan Shine l MANAGING EDITOR: Mary Beth Vander Schaaf DESIGNER: Steve Massie l REPORTER: Richard Truett COPY EDITORS: Amy Butters, Tim Good, Elizabeth Hardy, Cindy Orosco-Wright CORRESPONDENTS: M.L. Elrick, Eric Freedman, Steve Plumb, Arlena Sawyers, Ken Wysocky ADVERTISING: Matt Miller, Sales Director, mmiller@crain.com JUNE 2022 PAGE 3