Best Practices

Texting system reduces service dissatisfaction

From left, Gorno Ford dealer principal Ed Jolliffe with Will Mapes and Patrick Southward, creators of the Singlethread software that allows dealership service departments to use text messaging to communicate with customers.
April 11, 2016 05:00 AM

DETROIT -- When Ed Jolliffe brought his nephew, Patrick Southward, in to be sales manager at Gorno Ford in Woodhaven, Mich., Jolliffe knew he was hiring a bright young man who cut his teeth during four years as finance manager at Toyota of Huntington Beach in California.

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