When it comes to complaints about vehicle service departments, having to wait tops the list. Many – if not most – dealerships schedule for their convenience, and not necessarily the that of the customer. At least one dealership recently profiled by Automotive News is trying to change this attitude. In 2012, Farmington, Michigan-based Sellers Auto Group hired three service facilitators at two of its stores. Their job? To ensure that customers aren’t experiencing long wait times by essentially advocating for the customer to the service department.

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