The Mysteries of Service Scheduling Revealed: A Modern Guide

The Evolution of Service Scheduling

The 2008-2009 economic downturn changed how dealerships handled service scheduling. The "just bring it in" approach became common, and manufacturers launched quick oil change programs promoting "no appointment necessary" service. While this helped drive traffic, it created new challenges in managing service department efficiency.

The Time Management Challenge

"Our inventory is time – and it hasn't changed. We need to sell every minute of every hour of every day for us to be successful." This fundamental truth highlights why proper scheduling is crucial for service departments.

The Problem with "No Appointment Necessary"

Current challenges include:

• Unpredictable workflow

• Overwhelming busy periods followed by dead times

• Technicians paid hourly with inconsistent workload

• Customer dissatisfaction during peak times

• Lost business from time-conscious customers

A Better Approach: The Hybrid Model

Modern service departments should consider a balanced approach:

1. Scheduled Appointments

   • Offer specific time slots throughout the day

   • Reserve capacity for emergency work

   • Spread "waiters" throughout the day

2. Walk-In Service

   • Dedicate specific resources for walk-ins

   • Convert walk-ins to future appointments

   • Maintain flexibility for both customer types

Best Practices for Service Scheduling

• Match appointment slots to advisor capacity

• Schedule throughout the day, not just morning hours

• Offer specific time slots instead of asking "when would you like to come in?"

• Pre-determine "wait" appointment times

• Keep one advisor free during peak times for walk-ins

• Implement a follow-up system for appointment reminders

The Benefits of Better Scheduling

Proper scheduling leads to:

• Increased customer satisfaction

• Better time management

• Higher repair order count

• Improved customer loyalty

• More efficient use of technician time

• Greater opportunity for additional service sales

Training Your Customers

Use positive communication to encourage appointments: "Mr. Smith, we're starting to get very busy again. In the future, I recommend scheduling an appointment so we can ensure you receive our best service without any wait time."

The Bottom Line

Creating an efficient scheduling system isn't just about managing time – it's about providing better customer service and maximizing your service department's potential.

By Greg Criss (Originally published in Fixed Operations Magazine)

Ready to Optimize Your Service Department?

For expert Fixed Ops Solutions that drive results, get in touch with John Fairchild at fairchildautomotivesolutions.com.