Hey looking for some advice. I work at a small dealership with 2 lubies 1 master tech and 2 flat rate techs. We are absolutely swamped with diags (20-30csrs waiting to get diagnosed) our BDC keeps scheduling more and more diagnostics every single day and keeps lying to customers saying “your the next one that’s going to get pulled in” or “you can wait for your diagnostic they can push you in front of everyone else”. I have a lazy tech I have 9 customers whose cars keep getting pushed back bc of how slow and lazy one of my techs are. I’m getting screamed at everyday for the wait all while the diagnostics keep pulling up/towed in. My master tech doesn’t have time to do any of the diagnostics bc we have 15 cars waiting for a recall repair that involves removing the head of the engine.

How do I move forward? How do I get customers to understand the wait? How am I ever gonna catch back up? It’s stressing me out especially bc our gm is saying if we don’t get good CSI this month we are both getting fired. But how can I get good csi with the situation I’m in. I just don’t know what to do