If you're still trying to control every slot on your scheduler, you're probably pushing customers away. Today’s customers don’t want to call. They don’t want to wait. And they don’t want to be told when they can’t come in. They want control, convenience, and clarity. Dealerships that give them that? They’re the ones earning long-term retention. So, how do you design a service experience that gives customers control without losing visibility or profitability?
In this episode, sponsored by DriveSure, Bill Springer sits down with Tiffani Stefanescu, Director of Performance Management at Cox Automotive. With a 13-year career spanning Xtime’s early startup days to her current leadership role, Tiffani shares how data, technology, and cross-brand collaboration can elevate the service experience from first appointment to final trade-in.
What we discuss in the episode:
- The customer scheduling shift: from 10% to 70%+ online appointments and what’s driving it
- Why controlling appointment availability too tightly can drive customers away (and train them to stop using your scheduler)
- How top dealers are locking in that first service appointment before the customer ever leaves the lot
- How declined RO data can be used to identify potential trade-ins and future sales
- The real ROI of alternate transportation (and why it’s worth it)
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