Importance of Reservations

We have all heard the example of the golf course and why setting an appointment at the dealership for service needs to be shown as important to the customer.

While we know it is a challenge for most retailers – just imagine for a second that customers were set with very odd times to visit your Service Department.

Can you imagine greeting a customer on the drive and the advisor saying “Mr. Smith, we very much appreciate you being on time for your 8:37 AM reservation”. While we won’t kick them out if they show up at 8:39 AM – it does show the importance of the reservation time.

An effective reservation system makes the time convenient for the customer and reduces the amount of time a customer waits in line to be served.
  • Customers should be asked what appointment time would be convenient for them. Offer a choice— “do mornings or afternoons work best for you?”.
  • Appointments for write-ups should be scheduled fifteen minutes apart to allow enough time for the service advisor to effectively communicate with the customer.

For these and other parts of the Dealer Service Training – please feel free to contact Dealer Service Academy today!

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Dealer Service Academy’s distinct differentiators is the ability to offer leading service expertise, to deliver it via top-notch, interactive implementation and to make the connection between information and action. Interactivity is our hallmark.
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