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  • I'm writing this as I wait for my car to get done. I was the 3rd person here at 8am when they opened. Just wanted a quick oil change and to replace a headlight and break light as the dealership usually takes half a day, I was budgeting 30-45 minutes coming to a place like this. With two bays open it would seem as if I'd be the second car in one of the bays. Understanding someone was in front of me, I knew it would be a little longer than normal. It took 1 hour and 10 minutes before they even opened my hood and 10 additional minutes before they came inside to talk to me about options I had. The employees were friendly and appeared to be working hard, however, there does not seem to be any sense of urgency. My recommendation would be to create a service level agreement with your employees and customers. Have them inform your customers of approximate wait times from the moment they are greeted so they aren't left wondering why it's taking longer than normal. Set the expectation up front. Perhaps over estimate the wait time so you can pleasantly surprise your customers when the service is completed faster than normal. As I have waited here, two other patrons have expressed their concerns as well with the wait time. It is now nearly 9:45 and I have been informed my car will be done in "just a couple of minutes" as an employee used the restroom. I hope that is right.
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