P-203 The Evolution of Traditional Service Departments

Item #: P-203
Quantity: Each
Special Note: This is a hardback book

Forward by Carl Sewell

Over the years automobile dealership service departments have probably been criticized more than any other business. We've been called names we would just as soon forget and appreciated about as much as a room full of lawyers.

Times are changing. The customer has been discovered. Customer satisfaction is paramount. Relationship marketing is in. And lo and behold, someone has discovered there are a lot of customers in the service department, and that the best opportunity to build a relationship is with great service. Never has there been so much interest in automobile service departments. Never has there been such an opportunity for improvement.

I began my automotive career cleaning parts bins June 1, 1957. Since then I have had the opportunity to know two people who were truly great automotive service teachers, two people with what Dr. Deming would describe as "profound knowledge".

One was C.P. "Jack" Williams, now deceased, and the other, Terry Carlisle. In my opinion, no one living today knows as much about automotive service as Terry Carlisle. He has been extraordinary in his ability to help our organization learn how to manage our service departments efficiently. He is an excellent teacher and as you will discover, a very capable author.

Skip Vanderwall, the book's writer, did a remarkable job of writing this book so that it can be enjoyed and utilized over the years as a guidebook for the challenges every service manager will face at one time or another.

This book is their first. It is the history of the structure of automobile service departments. It is an important and valuable book for those who are interested in learning and improving. Those who take the time to read and understand, The Evolution of Traditional Service Departments will be the serious students of our business.