Frustrated Customers, Overloaded Employees: The True Cost of Outdated Scheduling

Since hanging up my hat as a service advisor in 2005, I can’t help but notice how little has changed in the way dealerships handle service appointment scheduling. Despite advancements in technology and shifting consumer expectations over the past 20 years, many dealerships are still relying on outdated processes that frustrate customers and overload employees.

Between limited scheduling options for customers and booking errors, your current system might be costing you more than you realize.

Consumers Crave Convenience

Today’s consumers crave convenience. Whether it’s the streamlined purchasing process of shopping on Amazon or DoorDash-ing lunch amidst a hectic schedule, people expect quick, hassle-free experiences.

Let me introduce you to ‘John.’ Now, John is already a customer of your store. He’s bought vehicles from you, he’s serviced his vehicles with you, and today he has a weird squealing noise coming from his brakes. But John has a dilemma; He’s driving down the road and can’t visit your shiny online scheduler while he’s driving.

So, imagine the disappointment when ‘John’ calls your dealership to book an appointment. His only option while driving is to sit on hold and wait to connect with an advisor. A minor inconvenience at first, until the wait time stretches from seconds to minutes.

As the minutes go by, John’s patience grows increasingly thin. He’s not alone in this frustration.

According to an AT&T research study, “the average business puts 70% of callers on hold, with 60% of those hanging up.” This wait time can lead customers to take their business elsewhere. More than likely, to another dealership that answers their call on the first ring.

In this case, John is loyal, so he waits. Ten long minutes of elevator music and the same recordings of specials another 10 times later. Finally, he connects with someone and books the first available brake inspection for the following day at 10:00 a.m.

Or so he thinks.

The next morning, John arrives promptly at the dealership, only to be told there’s no record of his appointment. After waiting on hold, trusting the system, and finding time in his busy day to visit, he now has to re-arrange his schedule to accommodate the issue. While your advisors and techs – who are likely already overextended – find a way to get John’s vehicle worked on. He’s given a loaner and a much later time than originally expected to pick up his car.

Problems with Processes

This problem doesn’t end with John, it extends to the employee caught in the crossfire. That service advisor now has to manage an upset customer, salvage the relationship, and somehow keep CSI scores from plummeting. It also extends to every other customer in earshot of this awkward conversation, which is often several others in the reception area. Not to mention the added strain on your advisors and techs to scramble to get the work done as promised. It would be great if this was a fluke… a one-time occurrence. But unfortunately, this happens more often than we care to admit.

Think about your current setup for handling appointments:

• Are your service advisors pulled in 16 different directions, struggling to keep up with incoming calls while handling in-store customers?
• Do you have a BDC to manage scheduling, but find that talkative customers tie up agents’ time, creating bottlenecks?
• What happens when no one is available to take calls after hours? Are customers left waiting until morning?
• Have you staffed enough BDC agents to answer every call on the first ring, only to find them idle when the call volume slows down?

In any of these scenarios, scheduling inefficiencies are leaving money on the table, frustrating customers, and overloading employees. It’s time for a better way.

Next Steps for Successful Scheduling

Day-to-day operations in the service drive are already stressful. Your employees shouldn’t have to juggle phone calls, long lines, and administrative tasks while trying to provide top-tier service.

With an AI Virtual Assistant , you can offer consistent, error-free service appointment scheduling 24/7. Your customer’s appointment setting by phone at any hour becomes the standard, not the exception. When customers call to schedule, they’re guided through an efficient, high-quality experience, ensuring all the necessary information is accurately collected the first time.

The bottom line? A streamlined phone scheduling system ensures your dealership isn’t just keeping up with customer expectations, it’s exceeding them. And that’s the key to winning business, building loyalty, and driving long-term profitability.

Related Articles: