10:05 AM: You take a look at the invoice. You've been charged for something you didn't realize you approved. Although it was a simple miscommunication, it has to be explained. You feel disappointed and a little taken advantage of. 10:15 AM: After paying, you grab your keys and head to your car. 10:20 AM: You drive away with your service done and two less hours in your day. Inconsistencies and problems within the service check-in process can lead to frustration for customers and employees alike. While the customer only waited for an hour, he spent the same amount of time just trying to check in and out. Does that seem like a good experience? Not really. But so what? WHAT IMPACT DOES THIS HAVE ON YOUR DEALERSHIP? Inconsistencies and problems within the service check-in process can lead to frustration and employees alike. for customers Customers are left waiting, unsure of where to go or who to speak with, while employees struggle to keep up with the chaos of impatient customers, lost ROs, complex quotes, and missing information. This not only leads to delays and longer wait times for customers, but also leads to advisors cutting corners out of necessity. What happens when an advisor doesn't thoroughly educate the customer on the work needed? There is MARCH APRIL 2023 || FIXED OPS MAGAZINE 21