There are 6 elements to success in the service department, all centering around the interface between you and your customer:  Experience, Service, Interaction, Sales, Content, and Marketing.  While each of these key elements has a part at every stop along the customer’s journey through the service department, they each, in turn, play a leading role in a particular area.

Read about these 6 elements in the July-August Edition of Fixed Ops Magazine - page 26.  http://fixedopsmag.com/magazine/julaug2013/document.pdf