Dealers

Service advisors, dealerships' back-end contact point people to customers bringing vehicles in for repairs and maintenance, need to take control not as know-it-alls, but as pros who know their stuff. Doing that creates greater profits and higher customer satisfaction scores. So says automotive consultant Jeff Cowan, president of Indianapolis-based ProTalk and a 16-year veteran of both dealership showrooms

bySteve Finlay, Contributing Editor