Keeping the service department running smoothly has never been more critical, or more challenging, than it is right now. In today’s episode of Service Drive, Ryan Haskell, fixed ops director at Jeff Wyler Automotive Family, discusses what’s working in service right now and how his team is staying ahead.
The fixed operations department has become Jeff Wyler Automotive Family’s revenue anchor for 2025. Initially, the company anticipated a 35–40% net profitability in service and 60–65% from variable operations. However, they have noticed that trend shifting. Recognizing this shift, Haskell and his team are increasing their efforts to increase customer retention and boost process efficiency.
Currently, the average age of vehicles on American roads is between 13 and 14 years old. This number is continuing to grow as more consumers hold onto their cars longer due to auto tariffs and affordability concerns. While this isn’t ideal for the variable ops department, it provides an incredible window of opportunity for the fixed ops department.
Currently, the biggest challenge that Haskell has observed within the fixed ops department is the shortage of skilled technicians. As the boomer generation makes its exit from the industry, there aren’t enough qualified technicians to replace them.
During the pandemic, many dealerships had to pay new technicians higher wages to fill the empty positions. It’s created a pay and skill discrepancy, where technicians early in their careers are making the same amount as master certified technicians but have significantly less knowledge and experience.
Haskell is actively focusing on recruiting younger talent by offering growth plans, improving shop culture and tool programs. To attract younger talent, Haskell and the team engage consistently with the local high schools and trade schools.
"What keeps me up at night is figuring out how I can better improve the dealership and better improve the department. I have a lot of great teammates, service advisors, and technicians. How can I make them better? What can I do differently?"
The Wyler group is slowly starting its journey into mobile service. Currently, they offer mobile service once a week on their slower-paced days. They handle minor repairs, recalls and simple maintenance that require little to no setup or teardown.
Haskell reports that offering mobile service is where his stores are seeing the most significant payback in customer retention. The group’s goal is to get mobile service operating full-time, from Monday to Friday, with a full-time technician and service advisor.
Wyler is integrating artificial intelligence into its daily operations. Currently, they use AI to handle inbound customer calls. Customers have responded positively, appreciating the consistency and convenience it provides. In addition, at one location, they use UVeye, an AI-driven vehicle inspection platform, that checks for issues and damage to streamline the process in the service lane.
One of the most important things that has also boosted customer retention has been technician videos. The elevated level of transparency and customer visibility has increased their upsells, boosted CSI scores, and differentiated Wyler dealerships from competitors.
In addition, they also try to offer their customers as many convenient options as possible: payment links, a loyalty-based program called WylerCARE, and an unbeatable tire pricing program.
CSI and customer retention aren’t just simple metrics at Wyler dealerships; it’s a core philosophy driving every decision in the service department. Haskell and his team are dedicated to going the extra mile for their customers to foster long-term trust, retention and to win a customer’s loyalty for life.
