Fixed Ops Journal - August 2020 - F3
FIXED OPS JOURNAL
inside
August 2020
16
features
10 Finding good in bad: Fixed ops
departments use pandemic
slowdown to correct inefficiencies
16 Win-win: Third-party loans help
customers pay repair bills, keep
service departments busy
20
20 Parting words: Retiring GM
VP urges fixed ops directors to put
customers first
CARLTON MELTON, CARTER MYERS AUTOMOTIVE
21 Beyond price: Dealers need to
sell quality of OE parts to
independent repair shops
22 Doing the math: Service
departments use data to become
more efficient and profitable
22
24
24 Phone it in: Customers can skip
the adviser, use mobile phones for
service appointments
departments
4 Editor's Letter
6 Service Counter
14 Richard Truett
17 Feedback
19 Legal Lane
26 Fixed In Time
ON THE COVER: Barbara Sheffer, service adviser
at CMA's Valley Subaru, takes a video while doing a
vehicle inspection, a process the dealership refined
in the pandemic slowdown. Story on PAGE 10.
PHOTO: CARLTON MELTON, CARTER MYERS AUTOMOTIVE
Fixed Ops Journal Staff
EDITOR: Dan Shine l CHIEF OF EDITORIAL OPERATIONS: Dave Versical
DESIGNER: Tim Good l REPORTER: Richard Truett
COPY EDITORS: Amy Butters, Tim Good, Elizabeth Hardy, Cynthia Orosco-Wright
CORRESPONDENTS: Eric Freedman, Jim Henry, Alex Kwanten, Ken Wysocky
ADVERTISING: Karen Rentschler, Associate Publisher, krentschler@crain.com
AUGUST 2020
PAGE 3
Fixed Ops Journal - August 2020
Table of Contents for the Digital Edition of Fixed Ops Journal - August 2020
Contents
Fixed Ops Journal - August 2020 - FIntro
Fixed Ops Journal - August 2020 - F1
Fixed Ops Journal - August 2020 - F2
Fixed Ops Journal - August 2020 - Contents
Fixed Ops Journal - August 2020 - F4
Fixed Ops Journal - August 2020 - F5
Fixed Ops Journal - August 2020 - F6
Fixed Ops Journal - August 2020 - F7
Fixed Ops Journal - August 2020 - F8
Fixed Ops Journal - August 2020 - F9
Fixed Ops Journal - August 2020 - F10
Fixed Ops Journal - August 2020 - F11
Fixed Ops Journal - August 2020 - F12
Fixed Ops Journal - August 2020 - F13
Fixed Ops Journal - August 2020 - F14
Fixed Ops Journal - August 2020 - F15
Fixed Ops Journal - August 2020 - F16
Fixed Ops Journal - August 2020 - F17
Fixed Ops Journal - August 2020 - F18
Fixed Ops Journal - August 2020 - F19
Fixed Ops Journal - August 2020 - F20
Fixed Ops Journal - August 2020 - F21
Fixed Ops Journal - August 2020 - F22
Fixed Ops Journal - August 2020 - F23
Fixed Ops Journal - August 2020 - F24
Fixed Ops Journal - August 2020 - F25
Fixed Ops Journal - August 2020 - F26
Fixed Ops Journal - August 2020 - F27
Fixed Ops Journal - August 2020 - F28
https://www.nxtbook.com/nxtbooks/crain/fixedops_202212
https://www.nxtbook.com/nxtbooks/crain/fixedops_202210
https://www.nxtbook.com/nxtbooks/crain/fixedops_202208
https://www.nxtbook.com/nxtbooks/crain/fixedops_202206
https://www.nxtbook.com/nxtbooks/crain/fixedops_202204
https://www.nxtbook.com/nxtbooks/crain/fixedops_202202
https://www.nxtbook.com/nxtbooks/crain/fixedops_202112
https://www.nxtbook.com/nxtbooks/crain/fixedops_202110
https://www.nxtbook.com/nxtbooks/crain/fixedops_202108
https://www.nxtbook.com/nxtbooks/crain/fixedops_202106
https://www.nxtbook.com/nxtbooks/crain/fixedops_202104
https://www.nxtbook.com/nxtbooks/crain/fixedops_202102
https://www.nxtbook.com/nxtbooks/crain/fixedops_202012
https://www.nxtbook.com/nxtbooks/crain/fixedops_202010
https://www.nxtbook.com/nxtbooks/crain/fixedops_202008
https://www.nxtbook.com/nxtbooks/crain/fixedops_202006
https://www.nxtbook.com/nxtbooks/crain/fixedops_202004
https://www.nxtbook.com/nxtbooks/crain/fixedops_202002
https://www.nxtbook.com/nxtbooks/crain/fixedops_201912
https://www.nxtbook.com/nxtbooks/crain/fixedops_201910
https://www.nxtbook.com/nxtbooks/crain/fixedops_201908
https://www.nxtbook.com/nxtbooks/crain/fixedops_201906
https://www.nxtbook.com/nxtbooks/crain/fixedops_201904
https://www.nxtbook.com/nxtbooks/crain/fixedops_201902
https://www.nxtbook.com/nxtbooks/crain/fixedops_201812
https://www.nxtbook.com/nxtbooks/crain/fixedops_201810
https://www.nxtbook.com/nxtbooks/crain/fixedops_201808
https://www.nxtbook.com/nxtbooks/crain/fixedops_201806
https://www.nxtbook.com/nxtbooks/crain/fixedops_201804
https://www.nxtbook.com/nxtbooks/crain/fixedops_201802
https://www.nxtbook.com/nxtbooks/crain/fixedops_201712
https://www.nxtbook.com/nxtbooks/crain/fixedops_201709
https://www.nxtbook.com/nxtbooks/crain/fixedops_201706
https://www.nxtbook.com/nxtbooks/crain/fixedops_201704
https://www.nxtbook.com/nxtbooks/crain/fixedops_201702
https://www.nxtbook.com/nxtbooks/crain/fixedops_201611
https://www.nxtbook.com/nxtbooks/crain/fixedops_201608
https://www.nxtbook.com/nxtbooks/crain/fixedops_201605
https://www.nxtbook.com/nxtbooks/crain/fixedops_201602
https://www.nxtbook.com/nxtbooks/crain/fixedops_201708
https://www.nxtbookmedia.com