Recall Campaign Execution at the Store Level: What's Changed and What Hasn't
Seventy-three percent of service departments are still manually tracking recall campaigns across spreadsheets, email chains, and sticky notes plastered on the s...
The CSI Feedback Loop in Fixed Ops: What's Changed and What Hasn't
Imagine this: it's Thursday afternoon, and your service director is staring at the CSI scores from last month. They're down three points from Q3. The team's won...
Service Appointment Show Rates: What's Actually Changed (and What Hasn't)
Back in 1995, a typical dealership service department could count on about 78% of scheduled appointments actually showing up. No-shows were annoying, but not ca...
The Dispatch Board Still Rules — But Everything Else Around It Has Changed
The Dispatch Board Still Rules — But Everything Else Around It Has Changed Back in 1987, when most dealership service departments ran on a wall-mounted board w...
Customer Transportation Programs for Service: What's Changed and What Hasn't
Sixty-three percent of service customers still expect complimentary transportation when they drop their vehicle off, yet fewer than half of dealerships offer it...
Express Service Lane Throughput: What's Changed and What Absolutely Hasn't
How Many Oil Changes Are You Actually Losing Every Month? Most dealers think express service lanes run on the same playbook they did five years ago. They don't...
The Claims Process Itself: Still Analog in a Digital Shop
Warranty claim submission is basically unchanged from what it was fifteen years ago, and that's the dealership industry's biggest operational blind spot. Think...
What Hasn't Changed: The Core Metric
Back in 1913, Henry Ford's assembly line revolutionized manufacturing by breaking work into repeatable steps and tracking each worker's output with simple time ...
Parts-to-Tech Dispatch Efficiency: What's Changed Since 2019 (And What Hasn't)
The Parts-to-Tech Dispatch Problem: What's Actually Different Since 2019 It's 8:47 a.m. on a drizzly Tuesday in Portland. Your service advisor just wrote an RO...
Multi-Point Inspection Consistency Across Advisors: What's Changed and What Hasn't
The multi-point inspection form has been largely unchanged since Toyota popularized it in the 1980s. Thirty-plus years later, dealerships are still handing tech...
The Service Lane Advisor Handoff: What's Changed and What Hasn't
A service advisor loses a customer over a $300 transmission fluid service because nobody told her the multi-point inspection flagged metal particles. The vehicl...
Loaner and Demo Rotation Into Retail: What's Changed and What Hasn't
The Loaner-to-Retail Pipeline: What's Actually Different Now Most service directors still rotate loaners and demos into retail inventory the same way they did ...