Fixed Ops Journal - August 2020 - F10

FIXED OPS JOURNAL

Lovering Auto Group, which has three rooftops in
New Hampshire, used the slowdown caused by
the pandemic to refine its touchless service along
with cleaning and sanitizing of vehicles.

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X
f
a
m

A TIME TO REFOCUS

Downtime lets service departments prepare and improve

W

KEN WYSOCKY
foj@autonews.com

hile the COVID-19 pandemic
has slowed business at auto
dealerships nationwide, it also
has given their service departments time to thoughtfully and intentionally
lay groundwork for better long-term productivity, customer retention and financial results.
Some fixed ops departments used the
downtime in late winter and early spring to
improve service-lane processes or develop
new "touchless" protocols. Others drilled
deeper into existing technology to boost efficiency and revenue, reevaluated employment

PAGE 10

AUGUST 2020

ops staff at the Toyota store was relevels and made tough staffing deciduced from 112 people to 93 - a 17
sions.
percent decrease. Most of those let go
"COVID made us do a lot of things
were service advisers and lube techs.
to become more efficient in many arSmaller staff cuts were made at the
eas - things that we should've been
other two dealerships.
doing anyway but never had time to
In June, the Toyota service departbecause you get caught up in the dayment generated $30,000 more in
to-day operations," says David Blackburn, service director at Scott Clark Blackburn: "More gross revenue than the same period
last year, he says.
Toyota and Scott Clark Nissan.
efficient" staff
"We're a leaner staff, but we're also
The two dealerships are among
more efficient," Blackburn says.
three owned by Scott Clark Auto Group in and
The business slowdown also gave the two
around Charlotte, N.C.
dealerships time to more fully convert to an
Blackburn says the pandemic-related
downtime in April and May gave him time to
evaluate staffing levels. As a result, the fixed
see COVID, next page

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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
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