Fixed Ops Journal - December 2019 - F4

FIXED OPS JOURNAL

EDITOR'S LETTER

COMING ATTRACTIONS

Changes ahead at your dealership's service department, and at FOJ

neglect their care of today's service customers. A new study by J.D.
eady or not, Mr./Ms. Dealer
Power and Survey Monkey offers these tips to enhance service
Principal, Fixed Ops Director and
customer satisfaction (although the study focuses on aftermarket
Service Manager, the future isn't
providers, its observations apply to dealership service departments as
just coming. It's here.
well):
A report in this issue of Fixed Ops Journal
examines how service departments at new Fix it right the first time.
car dealerships are preparing to work on
 Give your customers a good experience, including adequate
large numbers of electric and autonomous
follow-up, and they'll come back.
vehicles in coming years.
 Satisfied customers are more likely than indifferent or disgruntled
Meanwhile, we report, shops have all they
ones to recommend their service facility to other consumers.
can handle right now to stay on top of rapid
If these findings seem obvious, that's because they are. But as Power
developments in connected-car,
points out, too many service providers still don't consistently perform
DAVID
alternative-fuel and advanced driversuch basic processes as conducting a walkaround by the service adviser
KUSHMA
assistance systems.
when a vehicle arrives on the drive or notifying the customer promptly
dkushma@crain.com
What we found: If you wait for these newwhen the work is done.
Fixed Ops Journal
vehicle technologies to descend on your
And if you're tempted to attribute these deficiencies to chain stores or
editor
dealership in full force before you respond
independent garages, not to dealerships, consider: The J.D. Power
to them, you're likely to be left behind.
study also notes that after cars and trucks turn 5 years old and their
Technology isn't the only change that service
factory warranties expire, only 21 percent of the
departments need to address now. The human
of such vehicles go back to the dealership
Technology isn't the only owners
factor is just as important, if not more so.
for service in the course of a year, rather than to
Another story in this issue focuses on an element
another provider. For owners of vehicles that are
change that service
of the service technician shortage that few people
at least a decade old, that share falls to 8 percent.
departments need to
in the auto retail industry seem to want to talk
Chesbrough cites projections of a large increase
about: the chronic underrepresentation of women
address now. The human in the number of cars and trucks more than 15
among dealership techs. As we report, some
years old that will be on the road by 2025, as newfactor is just as important, vehicle prices continue to rise. These cars and
dealerships and groups are taking proactive steps to
recruit and retain female techs. But if tearing the
trucks are likely to need extensive service. Will
if not more so. ... As
girlie calendars off your shop walls is your idea of
your dealership capture its share of this business?
dealerships confront
how woke you are on this issue, you may want to
The obstacles abound, and not all dealerships
reexamine your practices.
will overcome them. But those that master
these
challenges,
they
As dealerships confront these challenges, they
change will position themselves not only to
also must face the
also must face the prospect of reinventing
survive but to prosper in the mobility
themselves. We hear more and more that to
marketplace.
prospect of reinventing
succeed, franchised dealerships will have to expand

their business model - selling, servicing and
The next issue of Fixed Ops Journal will appear
themselves.
financing cars and trucks - to become mobility
in February, with a new editor. I'm retiring.
centers for their communities.
The leaders of Automotive News who brainstormed FOJ were smart to
That means providing, and sometimes collaborating with other
realize that a magazine devoted to providing solid journalism about the
providers on, not only such things as valet and mobile-mechanic
latest developments in vehicle service, parts sales and collision repair
service for your shop's customers, but also ride hailing, car sharing and
would attract a substantial, engaged readership and advertising base.
vehicle subscriptions (used as well as new). Dealerships will have to do
And so it has.
a lot more for service customers than offer loaner cars and maintain a
It's been fun watching FOJ grow since it launched four years ago. I'm
nice waiting area, as important as these things are.
gratified to have been part of it, and to have had all of you along for the
"A lot of changes are coming - somebody's going to have to step up
ride. I look forward to seeing how the magazine will continue to offer
and become mobility consultants," Charlie Chesbrough, senior
the industry's best coverage of fixed operations.
economist at Cox Automotive, told me. "It's a natural fit for dealers, if
Happy holidays, everyone. See you in the service lane.
they're ready to go the extra mile."
Is your dealership in a position to assume that role? Your store's
future may depend on it.

Now and later
Even while dealerships prepare to embrace their future, they can't

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DECEMBER 2019

Fixed Ops Journal - December 2019

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