Fixed Ops Journal - October 2020 - F3

FIXED OPS JOURNAL

inside
October 2020

15

features

10 Speed ills: Express service
boosts customer scores, but dealers
have difficult time sustaining it
15 Hand-holding: Arizona Subaru
dealership uses tablets to train,
keep express advisers on task

18
24

18 Here to stay: Service
departments ponder whether to
charge for concierge services
started during pandemic
22 Virtual learning: 3rd annual
FOJ Forum kicks off remotely,
focuses on mitigating coronavirus
disruptions
24 On target: Dealerships
redirected more marketing money
for fixed ops to combat COVID
slowdown

departments

26

4 Editor's Letter
6 Feedback
6 Service Counter

16 Legal Lane
26 Fixed In Time

ON THE COVER: Express service tech Daniel
Andrade works on a vehicle at the newly opened
Quick Lane Tire & Auto Center, part of Mullinax
Ford in Lake Park, Fla. Story on PAGE 10.
PHOTO: MARK ELIAS

Fixed Ops Journal Staff
EDITOR: Dan Shine l CHIEF OF EDITORIAL OPERATIONS: Dave Versical
DESIGNER: Steve Massie l REPORTER: Richard Truett
COPY EDITORS: Amy Butters, Tim Good, Elizabeth Hardy, Cynthia Orosco-Wright
CORRESPONDENTS: Eric Freedman, Alex Kwanten, Rick Popely


ADVERTISING: Karen Rentschler, Associate Publisher, krentschler@crain.com

OCTOBER 2020

PAGE 3



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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