Handling High Customer Capacity

The summer months bring heavier service traffic, so it’s important that your dealership prepares for this increase. To help better manage during this busy season, take a look at the following best practices.

Busy Season Best Practices

• Right size your dealership for the higher volume of customers. This includes expanding hours of operation and ensuring adequate staffing for Express Service.
• With proper staffing, appointments should be scheduled no more than two weeks out and oil changes should be completed in under 1 hour.
• Consider relocating PDI, used car reconditioning, and heavy line work (engines and transmissions) to an off-site location to free up shop space.
• Utilize Service Lane Technology to streamline and automate processes to free up personnel time for other tasks.
• Increase your KSRP/TSD Rental/Loaner Fleet and offer alternative transportation so that customers do not have to wait at the dealership for an extended period.
• Level set customer expectations by providing accurate promise time and keeping customers updated on progress of service.

While these best practices may require some planning, you’ll not only be meeting the immediate needs of your customers, but also increasing the possibility of repeat business, customer loyalty, and dealership profitability.

Sincerely,
National Service Operations Team
Kia America, Inc.