Why would anyone in service not understand the reason the dealership employees them? It seems if they purchased the car used or at another dealership poor service is understandable and accepted. They look for ways to void warranty or charge additional fees and miss how many customers are lost forever due to the way they are treated. When you hear a door squeak when checking mileage why not lubricate it right then in front of your customer? Why not add washer fluid in the drive lane when needed on a warranty repair? These simple acts of kindness foster the concept that this dealership cares about the customer. Repair order counts, average hours per repair order, and effective labor rate revolve around customer care. The customer intake process is the correct time to perform walk around inspections including popping hoods to find customer needs. Check fluid conditions and show the customer any needed maintenance for the vehicle. If the battery is over four years old why not recommend a maintenance replacement? Why would we rather wait until they are towed in after a failure? If you desire to build your fixed coverage it begins with customer care. You will find when the total focus is on the customer sales are not a challenge. Profits will always be larger when the customer is King.