Nice article in the August 19th Wall Street Journalabout the importance of minimizing consumer “wait time.” Banks, airlines, grocery stores and quick service restaurants have taken different approaches.
ClearMechanic focus groups have revealed that the auto repair “pick-up” experience is remarkably important in shaping the consumer’s view of the repair process. If a consumer has to wait 10 to 15 minutes to pay the dealer’s cashier and retrieve car keys, satisfaction can decline considerably.
Along those lines, CM’s fourth service module, “Online Invoices and Prepayment,” will immediately simplify the pick-up experience at participating service centers. Consumers can pay online and skip cashier lines altogether. No more listening to the guy in front of you arguing about his bill. No more repetition of your personal and vehicle information to yet another dealership employee. An efficient vehicle pick-up experience can easily reshape the consumer’s perception of a service center.