The other issue I had was that when my car was completed, the technician/service person was coming in to let me know that my car was ready and instead when and talked with others and I had already been waiting for an hour and 45 mins, which was ridiculous. The only reason they finally finished my car was because I had to ask what was going on because I could see that NO ONE WAS WORKING ON MY CAR after an hour and 15 mins but were jumping around because another customer who had JUST walked in was complaining and wanted his down immediately.
You should not ignore or push time out on Customer that are already there and when your CURRENT Customers waiting for their car to be completed, don't ignore them when their car is complete and the customer can see that it is complete and go deal with NEW customers that just walked in the door. You should finish up with your Current Customers and let the NEW Customers know that you will be right with them once you've completed with your Current Customer. Also, if there is a Manager of the Shop, that Manager needs to be present at the front desk or get someone who can be there instead of ignoring Current and New Customers that may come into the shop.