Parts and service lifeline – A well-run back shop can save your dealership

Description

Abstract: For the average dealer, parts and service accounted for all its operating profits last year, according to the National Automobile Dealers Association (NADA). To help dealers maintain this lifeline through this rough economy, this article provides tips on catering to customers, exploiting technology, providing perceived value and working as a coordinated team. A sidebar discusses whether customer service index ratings or other measures provide the best gauge of customer satisfaction.