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Jason Unrau

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Jason Unrau Blog Posts

Keeping Up with the Joneses in Quick Lube

by Jason Unrau 14 hours ago

Keeping Up with the Joneses in Quick Lube

by Jason Unrau 14 hours ago
More than half of all sales customers will abandon your dealership’s service department in the first year. It’s a widely varying statistic &nda…
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Remove Discounts from Your Sales Toolbox

by Jason Unrau 7 days ago

Remove Discounts from Your Sales Toolbox

by Jason Unrau 7 days ago
In all of manager-dom, there’s nothing as frustrating as someone discounting needlessly. It happens in several forms: making up for a mistake in the …
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Angela McCully and R. J. James like this.

Can You Justify Your Labor Rate?

by Jason Unrau Last Week

Can You Justify Your Labor Rate?

by Jason Unrau Last Week
You hear about labor rates, rising costs, and a ceiling for how high labor rates will reach. It’s all fine and dandy…unless you’re t…
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3 Tips for a Great Third and Fourth Quarter in Your Service Department

by Jason Unrau June 30th

3 Tips for a Great Third and Fourth Quarter in Your Service Department

by Jason Unrau June 30th
The automotive industry fell a little flat in certain areas throughout the first and second quarters, but that rarely applies to the service department…
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Service Sales are Good, But You Can Do Better

by Jason Unrau June 23rd

Service Sales are Good, But You Can Do Better

by Jason Unrau June 23rd
The first quarter of 2017 is in the books and the second quarter is almost wrapping up. As service departments go, it’s always a steady flow of g…
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R. J. James and Wadette Bradford like this.

Kickstart Staff Motivation…With Your Wallet

by Jason Unrau June 16th

Kickstart Staff Motivation…With Your Wallet

by Jason Unrau June 16th
I’ve been there, you’ve been there, we’ve all been there. The career you’re in has turned into a mundane task. Going to the off…
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Demonstrate a Culture of Giving Back

by Jason Unrau June 9th

Demonstrate a Culture of Giving Back

by Jason Unrau June 9th
Can I be honest here? Nobody works to give it all away. The expectation is that you work hard to make a living; to support your family’s needs and, h…
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The Workplace Roadmap: Plan for Tomorrow Today

by Jason Unrau June 2nd

The Workplace Roadmap: Plan for Tomorrow Today

by Jason Unrau June 2nd
According to the Bureau of Labor Statistics, the average person holds 11.7 jobs between the ages of 18 and 48. That’s an average tenure of just u…
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Equipped for the Evolution of the Service Experience…or Not?

by Jason Unrau May 26th

Equipped for the Evolution of the Service Experience…or Not?

by Jason Unrau May 26th
In every industry, the winds are shifting. The products are evolving, but that’s not what it’s about. The level of service that’s given i…
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Is Your Actual Customer Satisfaction Out of Focus?

by Jason Unrau May 20th

Is Your Actual Customer Satisfaction Out of Focus?

by Jason Unrau May 20th
A little story about my initiation into a new workplace a decade ago: I had some previous experience as a service advisor already – about thre…
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Where Will Your Ambition Take You?

by Jason Unrau May 12th

Where Will Your Ambition Take You?

by Jason Unrau May 12th
I don’t think I’m all that unusual (although my wife might not agree). My automotive career in the dealership world was disjointed, broken up …
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Underachievers, and What to Do About Them

by Jason Unrau May 5th

Underachievers, and What to Do About Them

by Jason Unrau May 5th
Every person you hire has an intended role to fill. In some fashion, you can determine their performance and compare it to the benchmark you’ve s…
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You Have a Position to Fill – Who Do You Hire?

by Jason Unrau April 28th

You Have a Position to Fill – Who Do You Hire?

by Jason Unrau April 28th
As much as you try to avoid employee churn, you’ll always need to hire someone. It might be to replace a staff who’s moved on in their care…
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What Motivates Your Employees to Perform?

by Jason Unrau April 21st

What Motivates Your Employees to Perform?

by Jason Unrau April 21st
Sorting through resumes, you find applicants who show potential. There are some with experience to walk on the job and set your service department abla…
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How Do You Pay Your New Fixed Ops Hires: Commission or Salary?

by Jason Unrau April 14th

How Do You Pay Your New Fixed Ops Hires: Commission or Salary?

by Jason Unrau April 14th
Fixed operations careers aren’t the most glamorous. Some days are rewarding while others are like repeatedly standing before a firing squad. Customer…
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Hiring Your Stores Top Earners – NOT the Sales Floor

by Jason Unrau April 7th

Hiring Your Stores Top Earners – NOT the Sales Floor

by Jason Unrau April 7th
There’s a sales job in your dealership that earns much more than your salespeople to the bottom line. In fact, it’s many times what a salespers…
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Scott Larrabee likes this.

Is Your Service Department Experience Hurting Your Car Sales?

by Jason Unrau March 31st

Is Your Service Department Experience Hurting Your Car Sales?

by Jason Unrau March 31st
Word-of-mouth is the best source of advertising there is, and it’s also the least expensive. On the opposite end, a bad customer experience is in…
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The Practical Role Service Plays for the Sales Team – Let’s Talk Labor Rates!

by Jason Unrau March 24th

The Practical Role Service Plays for the Sales Team – Let’s Talk Labor Rates!

by Jason Unrau March 24th
In the past few weeks, we’ve covered topics like treating service customers and sales customers similarly, the supporting role service team members p…
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Treating Service Customers as an ‘Up’

by Jason Unrau March 17th

Treating Service Customers as an ‘Up’

by Jason Unrau March 17th
Those who are familiar with the realm of car sales can relate to this: You drive into the car sales lot and see two or three sharply-dressed people hang…
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Is the Rest of the Dealership Up to Par with the Sales Floor?

by Jason Unrau March 10th

Is the Rest of the Dealership Up to Par with the Sales Floor?

by Jason Unrau March 10th
Walk into any big box store in any neighborhood near you. Stop in the middle of the store for a moment – it’s not about shopping right now.…
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The 12th (Sales)Man on the Team

by Jason Unrau March 3rd

The 12th (Sales)Man on the Team

by Jason Unrau March 3rd
In the NFL, armchair quarterbacks and spectators in the stands are known as the ‘12th man’. The term pays homage to the contribution fans m…
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A NEW Way of Doing Old Things

by Jason Unrau February 24th

A NEW Way of Doing Old Things

by Jason Unrau February 24th
The sum of fixed operations existence is after-sales service and it always has been. There’s literally NO customer that comes through your door that…
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Roger Conant likes this.

Does Your Service Department Show Up On Google?

by Jason Unrau February 17th

Does Your Service Department Show Up On Google?

by Jason Unrau February 17th
In the United States alone, more than a million online searches happen EVERY MONTH related to car repairs. That isn’t taking into consideration b…
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Why Online is Where Your Service Department Needs to Be

by Jason Unrau February 10th

Why Online is Where Your Service Department Needs to Be

by Jason Unrau February 10th
It’s been a hot topic for a little while now, and it’s time to re-evaluate how you’re doing. Go to Google and search for “[inse…
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Why Should Shoppers Visit YOUR Website?

by Jason Unrau February 3rd

Why Should Shoppers Visit YOUR Website?

by Jason Unrau February 3rd
Because you stay abreast of current trends, you already know that Think With Google has conducted extensive research on the car buying experience. In the …
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Tasha Larson likes this.

NADA 100 is in the Rearview Mirror – Now What?

by Jason Unrau January 27th

NADA 100 is in the Rearview Mirror – Now What?

by Jason Unrau January 27th
Tens of thousands of automotive professionals began gathering at NADA 100 January 26th, pumped up to drive growth in their dealerships for the future. …
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Jason Unrau and Carey Fried like this.

Must-See NADA 100 Expo Displays for Fixed Ops

by Jason Unrau January 20th

Must-See NADA 100 Expo Displays for Fixed Ops

by Jason Unrau January 20th
New Orleans is ramping up for the 100th anniversary of NADA, and the convention promises to be outstanding. You’ll be entertained at the NADA100 Carn…
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Where Should You Spend Your Time at NADA 100?

by Jason Unrau January 13th

Where Should You Spend Your Time at NADA 100?

by Jason Unrau January 13th
You’re taking time away from your busy service or parts department, all on the company dime, to attend NADA 100 in New Orleans. You’d better ha…
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NADA 100 Preview – What’s In It for You?

by Jason Unrau January 6th

NADA 100 Preview – What’s In It for You?

by Jason Unrau January 6th
In just a few short weeks, the National Automobile Dealers Association will host their convention from New Orleans. This year is the 100th anniversary …
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Emphasize the Basics to Start 2017 Out Right

by Jason Unrau Dec 30, 2016

Emphasize the Basics to Start 2017 Out Right

by Jason Unrau Dec 30, 2016
You’ve spent the past year coaching your team and tweaking your process to reach your year-end goals. Countless one-on-one sessions and opportuni…
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How Can Your Job Be Less Work?

by Jason Unrau Dec 23, 2016

How Can Your Job Be Less Work?

by Jason Unrau Dec 23, 2016
‘It isn't work if you love what you’re doing’. You’ve heard that phrase before, I’m sure. Whether you’ve been a…
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Brad Paschal likes this.

Great Job, Now Do Better Next Year

by Jason Unrau Dec 16, 2016

Great Job, Now Do Better Next Year

by Jason Unrau Dec 16, 2016
At this point of the year, you have a pretty good idea how the numbers are going to pan out. This year has had its challenges for the automotive indust…
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Why Must it Always Be a Fight?

by Jason Unrau Dec 12, 2016

Why Must it Always Be a Fight?

by Jason Unrau Dec 12, 2016
Your dealership is one big happy family and everyone gets along famously. Unless you’re a dysfunctional family with screaming, hair-pulling, and slam…
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Tori Zinger and Tish Thompson like this.

How to Destroy Customer Trust in Your Service Department

by Jason Unrau Dec 5, 2016

How to Destroy Customer Trust in Your Service Department

by Jason Unrau Dec 5, 2016
Ask your friends what they think of their dealership’s service department. You’ll get a range of answers, ranging from polite and positive …
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Do Holiday Specials in Service Help or Hurt?

by Jason Unrau Nov 25, 2016

Do Holiday Specials in Service Help or Hurt?

by Jason Unrau Nov 25, 2016
Every time you turn on the TV, you see a car commercial with a Rudolph nose on it. Dealers capitalize on the hunt for hot buys on Black Friday, adverti…
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Kristen Tepper and Devorah Wolf like this.

Performance Reviews in Fixed Ops – Tell It Like It Is!

by Jason Unrau Nov 18, 2016

Performance Reviews in Fixed Ops – Tell It Like It Is!

by Jason Unrau Nov 18, 2016
During your onboarding or hiring process, you tell every new employee their roles and responsibilities. From their hours on the job and customer intera…
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First Impressions in the Service Drive Are More Important Than You Think

by Jason Unrau Nov 11, 2016

First Impressions in the Service Drive Are More Important Than You Think

by Jason Unrau Nov 11, 2016
You walk into a well-known, Michelin-star restaurant. One where the waiter has a towel draped over his arm and a bottle of wine in his hand. You’re p…
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Kristy Elliott, Tim Twells and 4 other like this.

Are Women Treated Differently in Your Service Department?

by Jason Unrau Nov 4, 2016

Are Women Treated Differently in Your Service Department?

by Jason Unrau Nov 4, 2016
Ouch. That’s a hot topic. No one wants to be accused of the sexist stigmas that have been tied to the automotive industries. Men and women are eq…
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Devorah Wolf and Kristen Tepper like this.

How Do You Deal With Declined Services?

by Jason Unrau Oct 28, 2016

How Do You Deal With Declined Services?

by Jason Unrau Oct 28, 2016
In our industry, every department is involved in sales. And although it’s called the ‘Service’ department, you and I both know there&rsqu…
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Tim Twells likes this.

Tech-Pocalypse Now!

by Jason Unrau Oct 20, 2016

Tech-Pocalypse Now!

by Jason Unrau Oct 20, 2016
There’s a shortage of technicians most dealerships are experiencing, and the drought has no end in sight. Unwittingly, well-trained technicians n…
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matt golding and Shawn Long like this.

Where Have All the Technicians Gone?

by Jason Unrau Oct 14, 2016

Where Have All the Technicians Gone?

by Jason Unrau Oct 14, 2016
There’s no need to rehash the vehicle complexities that are worked into every new model. Whether by regulation such as emissions standards or for…
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Rick Ewald likes this.

Strike a Balance Between Your Best Customer and Every Other Customer

by Jason Unrau Oct 7, 2016

Strike a Balance Between Your Best Customer and Every Other Customer

by Jason Unrau Oct 7, 2016
You expect the occasional disgruntled customer or miscommunication when you work in ANY service industry. It’s a fact of life when you work with …
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Micah Chandler likes this.

Contacting Customers on Their Terms

by Jason Unrau Sep 30, 2016

Contacting Customers on Their Terms

by Jason Unrau Sep 30, 2016
Like most of you that read this blog, I’ve spend years and years in the automotive industry. I’ve become immune to the sales techniques and…
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Guss Rankin, Kevin Foster and 2 other like this.

Service Staff: The Commission vs Salary Debate

by Jason Unrau Sep 24, 2016

Service Staff: The Commission vs Salary Debate

by Jason Unrau Sep 24, 2016
A tight line to walk in the service department is your pay structure for service advisors and support staff. No matter who you are, someone is going to…
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The Elusive Bump in Sales Dollars

by Jason Unrau Sep 20, 2016

The Elusive Bump in Sales Dollars

by Jason Unrau Sep 20, 2016
Can you increase sales in the service department without chasing away your customers? The goal of the service department at any dealership is the same a…
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Kevin Foster likes this.

Have You Trained Your Replacement?

by Jason Unrau Sep 17, 2016

Have You Trained Your Replacement?

by Jason Unrau Sep 17, 2016
We all love to think we are irreplaceable; that the function we perform can’t be done any better than us. But let’s not kid ourselves. When…
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Where Are YOUR Upsell Opportunities Hiding?

by Jason Unrau Sep 9, 2016

Where Are YOUR Upsell Opportunities Hiding?

by Jason Unrau Sep 9, 2016
You scratch out a living day-to-day, week in and week out. You push your service staff to accomplish as much as they can from every customer (within re…
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I Learned Time Management the Hard Way

by Jason Unrau Sep 1, 2016

I Learned Time Management the Hard Way

by Jason Unrau Sep 1, 2016
There’s an old adage: “There aren’t enough hours in the day”. For some, that applies to recreation, like trying to stretch a fi…
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Most Manage, Few Lead: Which One Are You?

by Jason Unrau Aug 25, 2016

Most Manage, Few Lead: Which One Are You?

by Jason Unrau Aug 25, 2016
Members of LinkedIn are bombarded with memes and motivational pictures. Between the Ned Stark photos and the cool car pictures, everyone seems to think…
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Which KPIs Set You Up For Success?

by Jason Unrau Aug 15, 2016

Which KPIs Set You Up For Success?

by Jason Unrau Aug 15, 2016
When you go fishing, you have to measure the fish you catch. When you frame a house, you don’t cut the studs before marking the length. When you&…
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Why Recalls Are Your Friend

by Jason Unrau Aug 3, 2016

Why Recalls Are Your Friend

by Jason Unrau Aug 3, 2016
Your store has a steady stream of customers with recall notices in hand, storming through your door. But unless you haven’t had access to the int…
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Service Advisors: Is It Being Done, Or Is It Being Done RIGHT?

by Jason Unrau Jul 22, 2016

Service Advisors: Is It Being Done, Or Is It Being Done RIGHT?

by Jason Unrau Jul 22, 2016
There’s a great divide between going through the motions and getting the job done right. Are your customers getting the best from your staff? …
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You Can’t Count On the Sales Department, and Here’s Why

by Jason Unrau Jul 15, 2016

You Can’t Count On the Sales Department, and Here’s Why

by Jason Unrau Jul 15, 2016
They’ve always been your biggest customer and always will be. In the franchised dealership world, new and used car sales are indirectly the bigge…
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Acknowledging the Forgotten Department

by Jason Unrau Jul 5, 2016

Acknowledging the Forgotten Department

by Jason Unrau Jul 5, 2016
In medieval times, when a severe punishment was handed out, the convicted party was often sentenced to time in the dungeon. One such prison was known as an…
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Denim Simkins likes this.

What Kind of Employees do YOU Develop?

by Jason Unrau Jun 28, 2016

What Kind of Employees do YOU Develop?

by Jason Unrau Jun 28, 2016
You’re not just their boss – you’re their mentor. At least, if you want to be. Whether you’re employed as a service manager, fix…
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Squire Pettis likes this.

Why Cash-Paying Millennials May Change Your Department

by Jason Unrau Jun 13, 2016

Why Cash-Paying Millennials May Change Your Department

by Jason Unrau Jun 13, 2016
Just today, Bankrate.com issued a press release about credit card usage according to demographics. The results are rather intriguing, so here are a few…
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Getting Back to the Basics...Again

by Jason Unrau Jun 10, 2016

Getting Back to the Basics...Again

by Jason Unrau Jun 10, 2016
After a recent conversation with a big fish in the Canadian automotive fixed ops industry, Walter Schirrmeister, VP of Fixed Operations at The Dilawri …
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Sometimes the Best Service is a Sales Referral

by Jason Unrau Jun 1, 2016

Sometimes the Best Service is a Sales Referral

by Jason Unrau Jun 1, 2016
You have customers that come through your service drive every day with cars that have seen better years. Vehicles with hundreds of thousands of miles e…
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Do Your Customers Like You?

by Jason Unrau May 27, 2016

Do Your Customers Like You?

by Jason Unrau May 27, 2016
It’s not a personality thing. You don’t have to swap family photos and go for dinner once a month. It’s important that your customers…
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What Does Your Future Service Customer Look Like?

by Jason Unrau May 17, 2016

What Does Your Future Service Customer Look Like?

by Jason Unrau May 17, 2016
I think we’d all agree that the world turns much faster than we ever expected. In the blink of an eye, ten years go by and we wonder what we missed. …
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Customer Retention Lessons from a Sushi Restaurant?

by Jason Unrau May 6, 2016

Customer Retention Lessons from a Sushi Restaurant?

by Jason Unrau May 6, 2016
I’ve developed quite an affinity for sushi as of late. I don’t know what it is, whether it’s the freshness of the ingredients, the cr…
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Lessons Learned from the Other Side of the Desk

by Jason Unrau Mar 16, 2016

Lessons Learned from the Other Side of the Desk

by Jason Unrau Mar 16, 2016
Yesterday, I had an appointment for vehicle maintenance at the car dealership. It may not seem like a big deal and I didn’t expect anything of it at …
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Tommy Bay, Ron Henson and 1 others like this.

The Trouble with Shop Supplies

by Jason Unrau Feb 26, 2016

The Trouble with Shop Supplies

by Jason Unrau Feb 26, 2016
When you bring your vehicle to the service department for routine maintenance or repairs that aren’t covered under warranty, you know there is going to …
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