We don't get much of this only 40 miles from Clive. We also rarely have a jammed diary so can react quickly to most customers needs. MOT's & services are the only things that get booked well in advance, MOT reminders help a lot to relieve last minute requests.

We try to allow spare time to deal with breakdowns & urgent jobs almost immediatly. This is not always the most efficient way to utilise staff but I think it is what the customers want. Nobody likes to wait anymore, even for the jobs that we may see as non urgent.

The key points are flexibility & understanding what different customers want or expect. The common instances for us are extra work resulting from MOT fails/advises and service findings. We have to juggle parts availability, workshop capacity, urgency of repair and customers needs. Sometimes the decision to rebook or offer to do it immediatly is made whilst talking to customer for authorisation. Regardless, it's always preferable to do it quickly whenever possible.