To the average Joe bringing in their vehicle for repairs and/or maintenance, the face of the dealership can look one way, but almost always is a much different story behind the scenes. Something as simple as an oil change takes a lot of logistics to make this service seamless and as quick as possible.
There’s just way too much to list, so I’ll try to keep this short and sweet.
Scheduling appointments doesn’t always work the way it’s intended, for the sake of CSI surveys (more on surveys later). For our particular store, there are three main types of appointments we take in. Rental, Drop Off and Waiter. About 80% of appointments we take in on a daily basis are Waiters. With about 99% of those Waiters being “Express Service” services, such as oil changes, tire rotations, filters, bulbs and tire repairs. Though we do take walk-in services, it sometimes creates backups in the shop where we took in more than we can chew. If we turn away customers wanting to get their vehicle serviced, it casts a gloomy shadow upon our store, even though they haven’t made an appointment. We are always willing to take in guests on a walk-in basis, though we usually quote a longer wait time than those who had an appointment scheduled.
On average, our store takes in roughly 60 cars a day, with the majority of them being done same-day with the Express Service team. For us, that’s just about 5 cars per hour on average we take in, not including walk-in guests or carry-overs from the previous days. We’re pretty much tapped out, physically including walk-ins everyday. Our shop has 11 lifts, 4 of them dedicated to Express only. We have a small shop.
For example, this is what typically happens when a guest comes in for an oil change and tire rotation service with our Express Team:
All 18 of these steps need to be performed within an hour, if no other additional work is sold. This is all assuming everything is working the way that it should with no surprises. While the technician is working on the vehicle, us advisors are still checking in customers, and getting other customers out whose vehicles are completed, while updating other guests of the status of their vehicles. Also working with customers that are not there by talking on the phone. Calling and answering calls. We’re not some cut-rate place. We represent the manufacturer. We need to do quality work.
Stay tuned for a post about the broken manufacturer survey system. How one thing out of our control may put our jobs in danger.