5 Minutes With: Tim Turvey, GM global vice president of customer care and aftersales

It's always good to go out on a high note, and that's what Tim Turvey, General Motors' global vice president of customer care and aftersales, did on Sept. 1, when he retired after a 37-year career. GM's parts and accessories division is one of the company's most profitable business units, and all four of GM's brands are ranked at or near the top of J.D. Power's latest customer service survey.
Turvey, 57, spoke in the days leading up to his retirement about what the post-pandemic future might look like for dealership service departments, trends to keep an eye on and a few of the things he got right — and wrong — during his tenure working to help GM dealers boost fixed ops profits and customer retention. Here are edited excerpts.