At the Reed Nissan dealerships in Orlando and Clermont, Fla., a sign on the service drive advises oil change customers that they can expect to get in and out within 30 minutes — unless the express service lanes are swamped with cars and trucks.
That typically is the case on Saturdays, and at times on weekdays when an unexpected rush of customers shows up.
Such traffic is a key challenge of advertising that no appointment is necessary for quick service, says Raymond Reed, the dealerships' owner. "When we have peak traffic, we have the advisers explain that we're exceeding our 30-minute requirement," Reed told Fixed Ops Journal. "We give the consumer the option to make the choice as to whether they want to still come through."
Customers usually accept a longer time when they can see that others are waiting as well, Reed says.