Express Service Lane Payments: Reducing Wait Times

Express service promises speed: quick oil changes, fast inspections, in-and-out maintenance. But that promise falls apart if customers breeze through service only to wait in line at a cashier window.

Payment should be as fast as the service. Here's how to make that happen.

The Express Payment Problem

Speed Promise, Checkout Reality

Express service sells speed:

• "15-minute oil change"
• "While-you-wait service"
• "Quick and easy"

But often:

• Service: 15 minutes
• Walking to cashier: 2 minutes
• Waiting in line: 5-10 minutes
• Payment: 3-5 minutes
• Walking back: 2 minutes

Total time nearly doubles due to payment.

Customer Perception

Customers remember the wait at checkout. Even if service was fast, a slow payment experience:

• Ruins the "express" feeling
• Creates frustration
• Reduces likelihood of return
• Hurts CSI scores

The Goal

Service complete → Payment complete: Under 3 minutes Including any conversation, receipt, and thank you.

Express Payment Solutions

Solution 1: Lane Payment

Process payment right in the service lane:

• Customer never leaves vehicle
• Or walks 20 feet to lane terminal
• Payment happens where service happened

How it works:

1. Service completed
2. Advisor approaches with mobile terminal or at lane station
3. Quick review of service
4. Tap or insert card
5. Email receipt
6. Customer drives away

Equipment needed:

• Mobile terminal or lane-stationed terminal
• Connectivity (WiFi, cellular)
• Receipt capability (email/text)

Solution 2: Pay During Service

Customer pays while waiting for service:

• Advisor presents invoice before/during service
• Customer pays while waiting
• When service done, just drive away

How it works:

1. Customer checks in
2. Advised of cost, pays at arrival
3. Service performed
4. When done, customer leaves (already paid)

Works best for:

• Predetermined services (oil change, tire rotation)
• Known pricing
• Customers staying in waiting room

Solution 3: Parallel Processing

Payment processed while customer walks to car:

• Customer gives card at sign-out
• Walks to car while payment runs
• Receipt emailed before they drive away

How it works:

1. Service done, customer signs off
2. Gives card (or taps contactless)
3. Walks to vehicle
4. Transaction completes, receipt sent
5. Customer departs

Requires:

• Fast processing
• Email receipt
• Trust (customer leaves before confirmation)

Technology for Express Payment

Contactless is Fastest

Tap-to-pay advantages:

• Under 2 seconds
• No inserting, waiting for chip
• No signature required (most transactions)
• Phone wallets included (Apple Pay, Google Pay)

Implementation:

• All express lane terminals should be contactless
• Signage encouraging tap
• Staff trained to suggest it

Mobile Terminals

Benefits:

• Go to the customer
• No fixed location dependency
• Flexibility for busy periods

Considerations:

• Battery management
• Connectivity in lane area
• Durability

Receipt Options

Traditional printed receipt:

• Familiar to customers
• Takes time to print, tear, hand over
• Customer may lose it

Email receipt:

• Instant send
• Customer always has copy
• Faster transaction flow
• Requires email capture

Text receipt link:

• Fast like email
• May be preferred by some customers
• Requires phone number

Best for express: Email or text (faster)

Integration Requirements

RO Integration

Payment should close the RO:

• Amount from RO, not manual entry
• RO status updates automatically
• No separate closing step

Real-Time Posting

For lane payment to work:

• Transaction must post immediately
• No batch delays
• RO closed as customer leaves

Multi-Point Capability

Express lanes may have multiple advisors:

• Each should be able to process payment
• Same customer data accessible
• Any advisor can close any ticket

Staff Workflow

The Express Script

Keep it brief:

At payment: "Mr. Smith, your oil change is all done. Total is $49.95 today. Tap or insert whenever you're ready... Perfect. Receipt will hit your email. You're all set — have a great day!"

That's it. 20 seconds.

What to Avoid

Don't:

• Long explanations
• Upselling at payment (that happens earlier)
• Complicated questions
• Slow terminal operation

The goal is speed. Save conversation for when customers want it, not when they're trying to leave.

Training Points

Staff should:

• Know terminal inside and out
• Be fast and confident
• Keep payment conversation brief
• Handle common issues quickly

Layout and Flow

Lane Setup

Optimal:

• Terminal at driver's window position
• Or mobile brought to window
• Customer doesn't exit vehicle

Acceptable:

• Terminal at end of lane
• Customer walks 10-20 feet
• Still much faster than cashier window

Signage

Help customers know what to expect:

• "Pay here" indicators
• Contactless symbols
• "Fast checkout" messaging

Traffic Flow

Consider:

• Where do customers go after service?
• Is there congestion at payment?
• Can multiple customers pay simultaneously?

Common Express Payment Issues

"Terminal is slow"

Impact: Destroys the express experience

Fixes:

• Check connectivity
• Upgrade terminal if old
• Use contactless (faster)

"Can't find the RO"

Impact: Advisor searching while customer waits

Fixes:

• System should link by vehicle/customer
• Advisor knows vehicle before approaching
• Search by phone or license plate

"Customer wants detailed receipt"

Impact: Time spent printing, explaining

Fixes:

• Offer to email detailed version
• Have printed version at cashier if really needed
• Quick summary sufficient for most

"Card declined"

Impact: Awkward, time-consuming

Fixes:

• Handle discreetly
• Try different card quickly
• Have backup process (cashier, invoice)

Measuring Express Payment Success

Speed Metrics

Transaction time:

• From "ready to pay" to "transaction complete"
• Target: Under 60 seconds

Total checkout time:

• From service complete to customer departure
• Target: Under 3 minutes

Customer Metrics

CSI scores:

• Checkout-related satisfaction
• "Speed of checkout" items

Return rate:

• Express customers who return
• Compare to non-express

Throughput Metrics

Vehicles per hour:

• Total express lane capacity
• Should improve with faster payment

Queue length:

• Customers waiting for payment
• Should be minimal or zero

Special Express Situations

Upsells Discovered During Service

Tech finds additional recommended work:

• Advisor communicates with customer
• If customer approves: adds to ticket, adjusts payment
• Keep discussion brief

Payment should still be fast even with changes.

Customer Wants to Discuss

Some customers want to chat:

• Fine if they initiate
• Don't make others wait
• Move aside if line forms

Balance customer service with throughput.

Multi-Service Ticket

Customer had oil change plus other items:

• Same payment process
• Just larger total
• Don't slow down for larger tickets

Express Payment Culture

Setting Expectations

For staff: "In express service, payment is part of the service. It should be as fast as the oil change itself."

For customers: "We know your time is valuable. That's why we handle payment right here in the lane."

Continuous Improvement

Regularly assess:

• What's slowing us down?
• What do customers complain about?
• How can we shave off seconds?

Small improvements compound in high-volume express lanes.

---

Speed Up Express Checkout →

Anchorbase helps express service departments deliver the speed customers expect. Fast terminals, lane payment capability, and seamless integration.