FIXED OPS JOURNAL 6 inside April 2022 features 14 8 Cover story: Targeted digital marketing campaigns boost fi xed ops 14 Behaving badly: Service departments see an uptick in angry customers 22 Hiring help: Fixed ops departments outsource staffi ng of porters 16 departments 4 Editor's Letter 6 Other Voices 12 Hands On 19 Legal Lane 20 Service Counter THE TOOLBOX 16 Spotlight 17 Feedback Fixed in Time Newsmaker 18 3 Things News briefs 19 Overheard 22 ON THE COVER: New- and used-vehicle inventory shortages have meant a shift in marketing and ad money being spent on fi xed ops departments. Story on PAGE 8. FIXED OPS JOURNAL ILLUSTRATION 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: Mark Elias, Jack Ferry, Eric Freedman, Ken Wysocky ADVERTISING: Matt Miller, Sales Director, mmiller@crain.com APRIL 2022 PAGE 3