Latest from David Kushma

A new survey suggests that fewer than one-third of customers are offered any kind of valet service.

Here are highlights from the 14 speakers at the second annual Fixed Ops Journal Forum, held Nov. 13 in Orlando.

Ready or not, Mr./Ms. Dealer Principal, Fixed Ops Director and Service Manager, the future isn't just coming. It's here.

Recalls offer underused opportunities for dealerships to attract and keep large numbers of service customers.

If you're going to advertise how comprehensive and convenient your service is, you'd better deliver.

A service visit gives a dealership an opportunity to inform the customer of the trade-in value of his or her vehicle. But a new survey suggests that most dealerships aren't taking advantage of that prospect.

A new report offers hope for dealers facing service tech shortages, but only if dealerships are prepared to change the way they treat their employees.

Retention of service customers is a key measure of a dealership's fixed ops performance.

In late April, DealerRater polled for more than 11,000 consumers who had visited a new-vehicle dealership recently. Among those who had taken their car or truck in for service, 31 percent said they bought additional work proposed by the adviser.