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Michael Doherty discusses the complexities of scheduling and service bay utilization today. He emphasizes the importance of recognizing the value of each incoming client call and the role of communication between service advisors, especially in multi-technician shops. Additionally, Michael discusses practical strategies such as using Google Calendar to manage appointments efficiently and understanding technician capabilities to optimize scheduling.

00:00 Phone ringing signifies crucial marketing and business opportunities.

03:28 Urgent problems take priority over routine calls.

07:08 Prioritize urgent calls; schedule flexible appointments.

12:18 Be realistic and communicate service delays honestly.

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