Fixed Ops Journal - October 2020 - F10

FIXED OPS JOURNAL

D

COVER STORY

Training, dedication
to process can help
quick service last

EXPRESS LANES
FIGHT FATIGUE

F

RICHARD TRUETT
rtruett@crain.com

or most dealers, running an express service lane generally makes
more sense than cents. That's because the financial aspect of offering
fast oil changes is often not the most
important consideration.
For example, at Tempe ChryslerDodge-Jeep-Ram in Arizona, Service Manager Mike Purtle uses his express lane to boost the dealership's customer satisfaction scores, raise retention
and funnel loyal service customers to
the sales department when it's time for a
new vehicle.
At Button Chrysler-Dodge-Jeep-Ram in Kokomo, Ind., General Manager Mike Lupoi
treats the 15-person express lane crew as a
sort of internal farm team, rewarding
high-performing employees with more responsibility and fatter paychecks at the store's
other departments.
Express service also combats a top consumer complaint with dealers - waiting for service, according to a 2018 Cox Automotive survey. It's one of the best options for fixed ops
directors looking to prevent time-conscious
customers from going elsewhere for oil
changes and other maintenance.
"I've never had anyone tell me: 'I can't wait
to go to the dealership so I can hang out in the
lounge,' " says fixed ops consultant and author
Jim Roche. "People are busy, and as much as
we want to try to make the dealership a destination, by and large, it's an interruption."
He views express lanes as essential in this
era where companies such as Amazon have
reshaped consumers' expectations.

PAGE 10

PHOTOS BY MARK ELIAS

OCTOBER 2020

"You don't want the customer going someplace else because, ultimately, they will defect," Roche says.
But operating an express lane that consistently provides fast, mistake-free service takes

more than just putting up signs and hiring a
crew that hustles.
Mike Bowe, director of aftersales programs
for MSX International, a dealer technology
services company in Detroit, says the main in-



Fixed Ops Journal - October 2020

Table of Contents for the Digital Edition of Fixed Ops Journal - October 2020

Contents
Fixed Ops Journal - October 2020 - Intro
Fixed Ops Journal - October 2020 - F1
Fixed Ops Journal - October 2020 - F2
Fixed Ops Journal - October 2020 - Contents
Fixed Ops Journal - October 2020 - F4
Fixed Ops Journal - October 2020 - F5
Fixed Ops Journal - October 2020 - F6
Fixed Ops Journal - October 2020 - F7
Fixed Ops Journal - October 2020 - F8
Fixed Ops Journal - October 2020 - F9
Fixed Ops Journal - October 2020 - F10
Fixed Ops Journal - October 2020 - F11
Fixed Ops Journal - October 2020 - F12
Fixed Ops Journal - October 2020 - F13
Fixed Ops Journal - October 2020 - F14
Fixed Ops Journal - October 2020 - F15
Fixed Ops Journal - October 2020 - F16
Fixed Ops Journal - October 2020 - F17
Fixed Ops Journal - October 2020 - F18
Fixed Ops Journal - October 2020 - F19
Fixed Ops Journal - October 2020 - F20
Fixed Ops Journal - October 2020 - F21
Fixed Ops Journal - October 2020 - F22
Fixed Ops Journal - October 2020 - F23
Fixed Ops Journal - October 2020 - F24
Fixed Ops Journal - October 2020 - F25
Fixed Ops Journal - October 2020 - F26
Fixed Ops Journal - October 2020 - F27
Fixed Ops Journal - October 2020 - F28
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