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About Us

Service Operations Specialists, Inc. (SOS) was founded in 1999 by Blake Price and is headquartered in Little Rock, Arkansas. 

SOS Office in Little Rock, AR

The firm focuses on assisting manufacturers and dealers in transforming their service and parts operations into retail leaders.  This has resulted in the development of new business models that SOS is continually implementing, improving, and expanding.  These models have become the industry catalysts for moving dealerships from being outdated repair-driven service departments, to maintenance operations that are competitive and attractive to customers who have a choice in selecting their automotive maintenance and repair provider in this competitive environment. 

Fifteen years ago a dealership market existed to service vehicles which required frequent repairs, by today’s standards.  Because of this, the dealership service operation consisted of complex scheduling tasks, elaborate dispatching and production techniques, and highly technical processes.  The focus was control and quality.  In addition, to these issues, the conditions mandated a base of highly skilled and highly paid technicians, often resulting in large unproductive facilities and a complacent staff. 

Times are changing, and the dealership must adapt.  Today we see the impact of significant improvements in vehicle quality, design, and technology, resulting in reduced service visits, diminishing repair work, and the elimination of much of the highly skilled work.  Unfortunately, many dealerships are still structured to handle the old market, which now makes them slow, inefficient, expensive, and inconvenient for the customer.

Blake realized the severity of this trend in 2004 during a national research project.  This discovery changed his philosophies forever.  Having spent 30 years in the automotive dealership service business, he was aware of the large and difficult task that lay ahead.  Blake spent the next few years designing a new business model that would effectively transform the dealership service department. 

The "SOS Modern Service Department Model" started with converting the light maintenance work into an express model that would allow customers to have oil changes and tire rotations completed in 30 minutes.  This was critical because these basic services were frequently the largest area for customer defection.  The next step was to create a “while-you-wait” operation that could pick up the medium maintenance in one hour or less.  The latest step is High Tech Repair (HTR™) which will allow dealerships to efficiently handle diagnostics and repairs for all ages of vehicles in a reduced cost structure.  These three concepts will not be the last efforts as the ever changing market continues to bring new challenges. 

In addition to the new business models, there are other changes that must occur for the transformation and survival of the dealership model. They include processes, personnel, marketing, facility architecture, and eventually network design.  SOS now has initiatives in all of these arenas as they are part of our mission to transform the service department.  We currently develop, manage, and facilitate training initiatives with over 10 different manufacturers to improve service operations in the dealership, including hundreds of workshops every year.

Although 80% of our business is in the fifty United States, we also work in Canada and various territories such as Guam and Puerto Rico.   We also provide strategic consulting for operations outside of Canada and the U.S.  Our consultants are located across the country and in Canada, providing us with excellent coverage for all projects.  Click here to learn more about Our Staff.