After 41 years in this business, I must admit I was naïve about dealership service when I visited my local Ford dealership for an oil change. After all, the sign on the building said “Quick Lane.” I was gobsmacked when they told me it would be a four-hour wait for a simple oil change.
They spent a fortune building a manufacturer-approved, state-of-the-art quick lube, but there’s nothing “quick” about it. It is embarrassing to me that Valvoline Express can take a walk-in just about anywhere in the country and have them in and out in less than a half hour — and that’s if they’re busy.
I knew this topic would require more research, so I called around and tried to schedule a simple oil change with every Ford dealer on my side of town. Just to be fair, I called a couple Chevrolet dealers as well. The answers varied from “We’ll see you in two hours” to “How’s next Thursday?” The one constant was that I needed an appointment, and that is the mentality that is allowing everyone from the national chains to the car wash mechanics to kick your behind.
Even more embarrassing is the fact they clobber us on Google. Service is such big business, and most franchised dealers are stuck in the Stone Age. You put all the emphasis on sales and just assume you’re making money in service. You could be doing a lot better, and it starts with oil changes.
Read the whole article here on F&I and Showroom.