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Peaks and valets
Online snags
Most dealerships enable online service scheduling, yet research suggests only a small fraction of customers use it. Here are key reasons, according to dealers and vendors.
- Customers don't know they can book appointments online because dealerships do a bad job of promoting the service.
- They've always made appointments by phone and are uncomfortable trying something different.
- They start online but can't get answers — such as how long service is likely to take or whether they can get a loaner — so they get on the phone.
- Some systems require a username and password, and customers who use those systems infrequently may forget their password.
- The website doesn't show prices for their specific vehicle, so they don't know how much service work will cost.
- What appears to be online scheduling is merely a request for an appointment that the dealership must fit into available time slots, if it can.
Westside Lexus in Houston sees 275 service customers during a typical day. One Thursday, nearly one-third of customers booked their appointments through the dealership's website.
