U.S. auto dealerships are increasingly relying on their service departments as motorists keep their vehicles for longer, driving a surge in repair work that is outpacing sales activity. Service managers report that repair orders have reached record highs, turning fixed operations into the primary profit center for many stores. At Benzel-Busch, Service Director David Cerqueira said customer-retention programs and faster approval processes—such as technicians sending diagnostic videos directly to owners before the car leaves the bay—are helping convert the uptick in maintenance needs into higher revenue. Classic Cadillac Subaru in Atlanta has recast its shop as a hospitality-style experience. Fixed Operations Director Chuck Turck likens the approach to "fine-dining precision," arguing that personal attention at each touchpoint builds long-term loyalty even when customers face costly repairs. Dealers are also adopting software such as Xtime, part of Cox Automotive, to schedule service, track parts and engage drivers proactively. Executives say the combination of digital tools and elevated customer service is critical to sustaining profitability as new-vehicle margins shrink.