Overheard: Dealers recognizing value of service department

"The service department is truly the best asset a dealership has to retain customers, to keep customer satisfaction at an all-time high, to get repeat business. Dealers are investing a little bit more in service; they are worried about bays, they're worried about mechanics, they're worried about getting the proper tools in place to elevate their service departments. But there's still a divide; there's still the front end, back end, which is as crazy as it sounds in 100 years of business. But I do believe today dealers are becoming more cognizant of how important service business is." — Patrick O'Rahilly, a retired marketing firm CEO and former dealer, on the "Fixed Ops Chops with Dave Boyle" podcast.