Enhancing CSI with Timeliness

In today’s fast-paced world, time is one of your customers’ most valuable assets—and how your dealership respects it can make or break their service experience. When you help customers get in, out, and on with their day, you’re not just providing convenience—you’re building loyalty.

Here are a few best practices to help respect your customers’ time:

• Service Lane Technology: Offer online scheduling to make booking quick and easy. Use your system to schedule the right jobs at the right time based on technician availability and shop capacity.
• Staffing: Ensure your team is staffed to meet demand, so appointments stay on track and vehicles are returned on time—without overloading your crew.
• Express Service: For quick maintenance like oil changes and tire rotations, funnel jobs through Express Service to speed things up and reduce wait times.
• Alternate Transportation: For longer jobs, offer shuttle service, loaners, or rentals so customers can go about their day while their vehicle is in the shop.
• Honest, Accurate Promise Times: Only commit to delivery times you can keep. Set clear expectations based on real-time shop capacity and keep customers informed of progress.

When your dealership runs efficiently and values every customer’s time, you can build trust, improve satisfaction scores, and encourage repeat business.