Historically, service and repair departments at Complex Rehab Technology (CRT) and HME businesses have underperformed, existing mainly to support clinicians and consumers, but with few expectations for growth or profitability. Bill Paul (CEO of ATLAS Technology/co-CEO ATLAS-FIOS) and Matthew Macpherson (ATP, co-CEO of ATLAS-FIOS) discuss why so many service departments underachieve, how investing in service makes sound business sense, and what tools are available to assess and address each service department’s unique needs and goals.