by Amy Antenora
Managing Editor, aftermarketNews.com

ALBUQUERQUE, NM — A report that ran in the Albuquerque Journal yesterday — “Ford VIP Sees Service Center Open” — may shed some light on the OE dealerships’ increasing focus on capturing more service business.

The article, which talked about the grand opening of a new Ford Quality Care Service Center in the Albuquerque area, included comments from Francisco Codina, president of Ford’s Customer Service Division. Codina heads up the service center program.

Codina told the Journal that Ford’s Quality Care Service Centers are part of the company’s plan to provide service centers close to where people live. He noted four key elements that Ford focuses on in the management of the service centers: providing quality parts and service, convenience, trust and taking time to talk with customers.

“Quality customer service is valuable to any business’ long-term approach,” Codina told the paper. “The car business is tough. Your customers need to know they are valued.”

The new Ford Quality Care Service Center in Albuquerque has eight repair bays and three mechanics on duty to do warranty work on Ford models as well as repairs on other makes, according to the report.

OE dealership service centers like the Ford Quality Care Service Centers are not new, however, the aftermarket is now tuned in to the OE dealership’s intentions and increased focus on recapturing service dollars. This very subject will be the focus of two presentations taking place at this year’s University Forum, presented by the University of the Aftermarket. University Forum takes place Oct. 31 in Las Vegas just prior to the kickoff of AAPEX.

University Forum forum is a great way to learn more about the latest trends in the industry. To register to attend, go to: www.univaftmkt.org/courses/G533.htm

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