Fixed Ops Journal - August 2021 - F3

FIXED OPS JOURNAL
16
inside
August 2021
features
10 Cover story: Pent-up demand
overwhelms service departments
20
16 Process pursuit: Service drive
appraisal program requires patience
17 No sale: Dealers hang on to loaner
fl eets, despite temptations to sell
18 Help wanted: Getting creative in
endless search for more staff
20 Basic training: Texas Ford dealers,
Army looking for a few good techs
24-29 Knowledge-sharing: FOJ Forum
tackles customer expectations, retention
departments
28
4 Editor's Letter
6 Service Counter
19 Legal Lane
23 Feedback
30 Fixed In Time
30
ON THE COVER: After months of pandemic
lockdown, car owners were ready to hit the
road this summer. But the crush of
customers, combined with parts and tech
shortages, created backlogs in many
service departments. Story on PAGE 10.
FIXED OPS JOURNAL ILLUSTRATION
Fixed Ops Journal Staff
EDITOR: Dan Shine l CHIEF OF EDITORIAL OPERATIONS: Dave Versical
DESIGNER: Steve Massie l REPORTER: Richard Truett
COPY EDITORS: Amy Butters, Tim Good, Elizabeth Hardy, Cindy Orosco-Wright
CORRESPONDENTS: Eric Freedman, Jim Henry, Alex Kwanten, Ken Wysocky, Jeff Yip

ADVERTISING: Karen Rentschler, Associate Publisher, krentschler@crain.com
AUGUST 2021 PAGE 3

Fixed Ops Journal - August 2021

Table of Contents for the Digital Edition of Fixed Ops Journal - August 2021

Contents
Fixed Ops Journal - August 2021 - Intro
Fixed Ops Journal - August 2021 - F1
Fixed Ops Journal - August 2021 - F2
Fixed Ops Journal - August 2021 - Contents
Fixed Ops Journal - August 2021 - F4
Fixed Ops Journal - August 2021 - F5
Fixed Ops Journal - August 2021 - F6
Fixed Ops Journal - August 2021 - F7
Fixed Ops Journal - August 2021 - F8
Fixed Ops Journal - August 2021 - F9
Fixed Ops Journal - August 2021 - F10
Fixed Ops Journal - August 2021 - F11
Fixed Ops Journal - August 2021 - F12
Fixed Ops Journal - August 2021 - F13
Fixed Ops Journal - August 2021 - F14
Fixed Ops Journal - August 2021 - F15
Fixed Ops Journal - August 2021 - F16
Fixed Ops Journal - August 2021 - F17
Fixed Ops Journal - August 2021 - F18
Fixed Ops Journal - August 2021 - F19
Fixed Ops Journal - August 2021 - F20
Fixed Ops Journal - August 2021 - F21
Fixed Ops Journal - August 2021 - F22
Fixed Ops Journal - August 2021 - F23
Fixed Ops Journal - August 2021 - F24
Fixed Ops Journal - August 2021 - F25
Fixed Ops Journal - August 2021 - F26
Fixed Ops Journal - August 2021 - F27
Fixed Ops Journal - August 2021 - F28
Fixed Ops Journal - August 2021 - F29
Fixed Ops Journal - August 2021 - F30
Fixed Ops Journal - August 2021 - F31
Fixed Ops Journal - August 2021 - F32
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