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In Durham, N.C., Honda customers can drop off their vehicles at the local dealership for service as late as 9 p.m. during the week, get a shuttle ride home and pick up their repaired cars by 7 a.m. the next day.
With a few exceptions, the repairs are guaranteed by that time, or they're free.
It's called Dream Service, and it's the brainchild of two managers at Crown Honda of Southpoint, Scott Washle and Matt Mann. They launched it at the Asbury Automotive Group store a little more than three years ago.
A second daily shift of service personnel works until midnight or later -- as late as 4 a.m. if necessary -- to get the work done. The approach is now spreading to other Asbury stores.
The night hours are a central piece of a larger service initiative that Asbury is pursuing to win back customers and bolster the most important profit center in its dealerships....