Americans spend billions of hours a year, waiting in line. Dealerships today work hard to move customers through the buying process faster. As one of our studies has shown, shaving even 15 minutes off the F&I process makes customers feel better about the experience.

The wait time is only one variable in customers’ overall perception of their experience, however. There’s a psychology involved with waiting.

“The only thing we have to fear is fear itself.” “Mr. Gorbachev, tear down this wall.” “I have a dream.”