• Calculating the Number of Customers a Service Advisor Should Handle Per Day
• Basics for Creating an Appointment System
• Setting Up an Effective Phone Follow-up System
• Calculating the Cost of Repeat Repairs
• Want to Build Loyalty to Your Dealership Service Department? Be Convenient!
• Importance of a Good Process
• Service Pricing Organization Form Example

• Time is Money, Part 1 - Tracking Time
• Time is Money, Part 2 - Big Deal If My Tracking Isn't Accurate!
• Vol 1, No 3, March 2007 - Increasing Service Advisor Sales While Maintaining Customer Loyalty and Trust
• Vol 1, No 4, April 2007 - Helping Customers Feel Safe Buying Needed Services
• Vol 1, No 5, May 2007 - Some Ideas to Enhance the Marketing of Your Service Department
• Vol 1, No 6, June 2007 - Employee Performance - It's All about Confidence and Self-Esteem
• Vol 1, No 7, July 2007 - Quit Losing Money Over Quality Issues, Part 1: Introduction
• Vol 1, No 8, August 2007 - Quit Losing Money Over Quality Issues, Part 2: Whose Job is Quality?
• Vol 1, No 9, September 2007 - Quit Losing Money Over Quality Issues, Part 3: The Cost of Repeat Repairs and Poor Customer Handling
• Vol 1, No 10, October 2007 - Quit Losing Money Over Quality Issues, Part 4: Tracking and Analyzing Repeat Repairs
• Vol 1, No 11, November 2007 - Quit Losing Money Over Quality Issues, Part 5: Tracking and Analyzing Customer Handling Situations, Quality Improvement Meetings
• Vol 1, No 12, December 2007 - Managing the Points of Customer Contact

• Vol 2, No 1, January 2008 - The Difference Between Training and Education
• Vol 2, No 2, February 2008 - Reviewing Service Delivery Fundamentals
• Vol 2, No 3, May 2008 - Tips for Handling Upset Customers

• Vol 3, No 1, March 2009 - Beyond Customer Satisfaction
• Vol 3, No 2, April 2009 - Memorable Customer Service Best Practices
• Vol 3, No 3, May 2009 - Getting Into the Green by Valerie Ziebron
• Vol 3, No 4, September 2009 - Management Sets the Tone Through Tumultuous Times by Valerie Ziebron

• Vol 4, No 1, February 2012 - Generating a Quality Repair Order and Properly Setting Customer Expectations