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Client Tips

Service Processes

Posted by Manuel Soto Thursday, March 13, 2014

Introduction

The following operation process has been provided as an example of a service department’s standard service process.  It has been divided into sub-processes based on the AutoPoint Inspection Fundamentals.  Additionally the specific fundamental steps are highlighted to provide context where the MultiPoint steps fit within a standard process.

The third and fourth columns of the various processes are meant to indicate where computer input or word tracks are necessary to maximize the process step.

tech_icon

Indicates a computer or technology interface step.

 

verbal_iconIndicates a word track or customer verbal interface step.

 

Each process is headed by world-class execution objectives.  These points add purpose and focus to that portion of the overall process.

For convenience these same processes are found in Microsoft Word format on the accompanying memory drive.  The service management team is encouraged to analyze, customize, and distribute the new and improved service process.

As a best practice change the page header to reflect your dealership’s logo and type face.

 

Greet and Write Up

  • Create an atmosphere of trust and advocacy with the service customer
  • Listen to and document all of the customer concerns
  • Introduce the vehicle Inspection with enthusiasm
  • Set expectation to contact the customer as soon as the diagnosis/results are in from the technician
    • Agree on best contact method(s)
    • Encourage the use of email to communicate inspection results

[custom_table style="2"]

Step Process tech_icon verbal_icon
1 Promptly greet customer on drive. Ascertain if the customer has an appointment.

  • If yes, go to step 2.
  • If no, go to step 3.
X
2 Direct customer to the appropriate Service Advisor. X
3 Determine and discuss customer's primary concern(s) X
4 Gather vehicle details: VIN, mileage, license plate.
5 Perform the vehicle walk-around with the customer. X
6 Verify and update customer's contact information in the DMS. X X
7 Input Original Customer Requests/Concerns into the DMS. X
8 Retrieve & review vehicle history. X
9 Check OEM resources for pertinent service information (recalls, etc.) X
10 Recommend additional services based on:

  • Vehicle walk-around.
  • Service history review.
  • OEM resources.
X
11 Set the expectation that a courtesy vehicle inspection will be performed. WT 1
12 Input additional operations and the inspection Op-Code into the DMS. X
13 Print and review the Repair Order with the customer. X X
14 Determine any specific vehicle delivery instructions or promise time. X
15 If the customer is waiting accompany them to the waiting area.
16 Set the Shop Flag 3 to "Waiter" or to the promised delivery time. X

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Diagnostic and Inspection

  • Ensure that the vehicle receives a consistent inspection on every visit
  • Communicate diagnostic recommendations in terms that make sense to the customer
  • Find and document all legitimately failed components
  • Find and document all legitimately cautioned components

 

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Step Process tech_icon verbal_icon
1 The Repair Order is assigned/dispatched to the technician.  
2 Retrieve vehicle and perform a road test as part of the diagnosis and inspection process.  
3 Perform any additional diagnostic steps as per manufacturer standards.  
4 Perform vehicle inspection.
5 Use the "Add Rec" to input observations, recommendations and labor time(s) for the repairs of the diagnostic concern line(s) X  
6 Open the inspection package and use Caution/Fail on appropriate tasks. Every Observation gets a recommendation except when:

  • The fix for the customer's primary customer concern is also found in the inspection. In this case caution/fail the item with an observation and make no recommendation.
  • No recommendation is necessary. E.g. tire tread depth is caution but new tires are not needed at this time. In this case caution the item with an observation and no recommendation.
X
7 Input labor times for each recommendation in the recommendation side of the Observation/Recommendation dialog box.  
8 Open “Shop Notes” and chose “Recs” to populate all of the recommendations made into the shop notes. X
9 Input additional information that will assist the Parts Advisor or Service Advisor in their functions (tire size, parts details, etc.)  
10 Choose “Save and Close” to archive the notes.  
11 Set the Shop Flag 1 to “P&A Requested (Yellow 1).” X  
12 As needed speak with Parts Advisor or Service Advisor to provide additional details.  
13 Begin work on pre-authorized operation lines.    
14 Upon completing the pre-authorized lines:

  • If there is no Flag 1 update on the RO List speak with the Service Advisor to get an update.
  • If upsells have been made, go to step 15.
  • If no upsells have been made, go to step 8 in “Pull Parts and Complete the Repairs.”
  • If Shop Flag 1 indicates “Recs approved (1 or more) (Green 1),” go to step 15 in this process.

If RO List Shop Flag 1 indicates “All Recs Declined” finish the assigned lines. Go to step 8 in process “Pull Parts and Complete the Repairs.”

X  
15 Open the Estimate to determine which recommendations were approved by the customer. X
16 Communicate with the Parts Department to have the approved parts pulled and staged. Go to step 8 in process “Pull Parts and Complete the Repairs.”  

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Parts Price and Availability

  • Determine parts numbers, part availability, price and sourcing detail for each part
    • Based on recommendations from the Estimate and from Shop Notes
  • Input parts pricing onto the Estimate for the recommendations made
  • Use Shop Notes to document part sources
  • Note any other details pertinent to the sale and repair of the vehicle

[custom_table style="2"]

Step Process tech_icon verbal_icon
1 SA RO List indicates “P&A Requested.” X  
2 Change Shop Flag 1 to “Working in Parts (Gold).” X  
3 Check the Shop Notes for technician provided details (tire size, parts details, etc.) X  
4 Look up the parts and determine both pricing and availability. X
5 Generate a parts quote in the DMS. X  
6 Copy the parts quote from the DMS and paste it into Shop Notes. X
7 Input specific parts details regarding lead time and parts source in Shop Notes. X  
8 Choose “Save and Close” to archive this information in Shop Notes. X
9 Input total part price for each recommendation into the Estimate Parts field. Parts price not necessary:

  • In the diagnostic portion of the Original Concern line.
  • With menu priced recommendations
  • With labor only recommendations
X
10 Input any details that will assist the Service Advisor or Technician
into Shop Notes.  
 
11 Set Shop Flag 2 to indicate the longest lead time for any part requested. X  
12 Set the Shop Flag to “Ready for Service Advisor (Blue 1).” X

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Finalize Estimate for Customer Presentation

  • Ensure accurate pricing for:
    • Diagnostic concerns and addition items
    • Inspection recommendations
    • Previously deferred recommendations
  • Create and accurately price time/mileage based recommendations
  • Review the Action Plan prior to customer presentation.

 

[custom_table style="2"]

Step Process tech_icon verbal_icon
1 SA RO List indicates an RO is “Ready for Service Advisor”    
2 Check Shop Notes for any detailed information regarding the recommendations.  X  
3 Validate diagnostic recommendations and inspection results have been input. X  
4 Verify that all diagnostic observations make sense to the customer. X
5 Price each primary concern.

  • Diagnostic/operation price on the original line.
  • Repair cost on the “Add Rec” recommendation line.
X  
6 Add time and mileage based recommendations using the “Add Rec” button.

  • Observation: “Based on time or mileage”
  • Recommendation: “Perform X service”
X
7 Resolve Previously Declined Recommendations.

  • Price the recommendation in the Inspection Results section
  • Price $0 in the Previously Declined Recommendations section.
X  
8 Price all remaining recommendations.

  • Verify that the pricing meter is green.
X

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Estimate Presentation to a Waiting Customer

  • Print the Action Plan and review for completeness and accuracy.
  • Present the diagnostic and inspection recommendations.
  • Leave the Action Plan with the customer for their review
  • Return to answer questions and ask for the business

[custom_table style="2"]

Step Process tech_icon verbal_icon
1 Print the Action Plan. X  
2 Proofread the report for accuracy and content.

  • Pay special attention to the Inspection Results Section as the technician may have made Observations with no Recommendations. These do not show on the Estimate, but do show on the Action Plan.
  • Double check that the pricing is accurate.
   
3 Present the Action Plan in a manner that is comfortable and easy to follow.    WT 2 
4 Leave the Action Plan with the customer.    
5 Change Shop Flag 1 to “Customer contacted – Decision pending (Purple 1).”    
6 Return to answer questions and to ask for the business.   X
7 Answer questions, overcome objections and use features & benefits to consult with the customer about their vehicle and recommendations made.   X
8 Note their purchasing decision on the Action Plan and verify the Estimated Approved Total with the customer. X
9 Inform the customer that they will receive a final report at the end of the visit for their records.   X
10 Record the customer’s decisions on the Estimate

  • Use Approve/Decline on all recommendations. 
X  
11 Input any information that will assist the Parts Advisor or the Technician into “Shop Notes.”

  • E.g. Which part that needs to be ordered, quality of parts, etc. 
X  
12 Set the Shop Flag 1 to:

  • “Recs approved (1 or more) (Green 1).” OR
  • “All recs declined (Red 1).”
X
13 Create new lines in the DMS for the approved recommendations.

  • Work that addresses the primary concern is added to the original line.
  • Work that was identified in the inspection is added as new lines.
X

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Estimate Presentation over the Phone

  • Create an environment where the customer feels informed, engaged and empowered to make purchasing decisions.
  • Call the customer to explain recommendations and answer questions.
  • Overcome selling objections and ask for the business.

 

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Step Process tech_icon verbal_icon
1 Upon getting the customer on the phone, click the “Approve Rest”.

  • Creates a Grand Total at bottom of Estimate.
X  
2 Ask the customer if they have read the report.

  • If Yes, got to step 4
  • If No:
    • Ask if they would like review it now:
      • If Yes, go to step 3
      • If No, got to step 5
  X
3 Use the Preview button to open the Action Plan. Review it in a manner that is comfortable and easy to follow while the customer reviews the report at the same time.     X WT 3 
4 Ask customer if they have any questions and ask for the business,  go to step 6   X
5 If the customer isn’t ready review the report or make purchase decisions

  • Set a time to call back
  • Set Shop Flag 1 to “Customer contacted – Decision pending (Purple 1).
  X
6 Record the customer’s decisions on the Estimate.

  • Use Approve/Decline on all recommendations.
X  
7 Inform the customer that they will receive a final report for their records when they pick up their vehicle.   X
8 In Shop Notes input any information that will assist Parts or the Technicians.

  • E.g. which part(s) need to be ordered, which quality of tires were approved (Good, Better, Best), etc.
X
9 Set the Shop Flag 1 to:

  • “Recs approved (1 or more) (Green 1).” OR
  • “All recs declined (Red 1).”
 X  
10 Create new lines in the DMS for the approved recommendations.

  • Work that addresses the primary concern is added to that line.
  • Work that was identified in the inspection are added as new RO lines .
X  

[/custom_table]

Pull Parts and Complete Vehicle Repairs

  • Bill the approved parts to the Repair Order.
  • Pull/order special order parts for approved recommendations.
  • Finish all work as authorized by the customer.

[custom_table style="2"]

Step Process tech_icon verbal_icon
1 When the SA RO List indicates “Recs approved (1 or more)” Parts Advisor opens the Treatment Plan to determine which parts have been sold. X  
2 Parts Advisor performs the accounting functions to “bill out” the parts to the appropriate RO and RO line.

  • If some/all parts need to be ordered, go to step 3.
  • If all parts are in stock, go to step 5.
 
3 For SOPs only:
Order parts as per department standards and change the Shop Flag 2 to the “Parts Ordered”.
X  
4 Input Shop Notes that provide clarity

  • I.e. when SOPs will arrive.
X
5 Pull and stage parts for the Technician.    
6 For SOPs only:
When the part arrives and the RO is

  • Open; notify the Service Advisor and Technician.
  • Stage parts for the Technician.
  • Set the Shop flag 2 to “Parts Arrived”.
  •  Not open, execute the process for when a Special Order part arrives and notify the Service Advisor that the part is here.
X  
7 Set the Shop RO Flag (flag 1) to “Parts pulled for approved recs” – Dark Green.  X  
8 After the repairs are complete.  Perform a second road test to verify that all repairs are complete.  
9 Park the vehicle and note the stall number on the tag.    
10 Set Shop flag 1 to “All repairs complete” – Orange. X  
11 Update the repair lines in the DMS. X  
12 Take the keys and the RO Hard Copy to the Service Advisor.  

[/custom_table]

Active Delivery with the Know Your Vehicle Report

  • Reinforce customer trust by actively delivering the completed vehicle.
  • Leverage the Know Your Vehicle Report as a delivery tool.
  • Review services approved and completed and pending.
  • Review both failed and cautioned recommendations that were deferred.
  • Offer to set an appointment to have these services completed.

[custom_table style="2"]

Step Process tech_icon verbal_icon
1 Perform closing or booking process for the RO. X  
2 Call the customer and let them know that their vehicle is ready for pickup   X
3 Print the Know Your Vehicle (KYV) report.

  • Staple it separately from other paperwork.

 

X  
4 Set Shop Flag 1 to “Vehicle ready for Customer”  X
5 When the customer arrives, review the Know Your Vehicle report with them in a way that is easy to present and easy to follow. Consider:

  • Reviewing the primary concern(s) and fix(es).
  • Reviewing the recommendations that were approved and the operations performed.
  • Discussing the recommendations that were declined.
  • Offering to set an appointment to get them done.
  • Discussing the observations made without recommendations and remind them that those items will be inspected again on the next service visit.

 

  WT 4 
6 Thank the customer for their business with a warm handshake and a smile.   X
7 Cashier completes the repair order accounting process.    

[/custom_table]

Service Advisor Declined Services Follow-up

  • Communicate with the customer to ensure that the service visit met their expectations.
  • Remind the customer of recommended and deferred recommendations.
  • Ask for the business to have the work completed.
  • Reinforce confidence and trust while communicating that the customer’s best interests are in mind.

[custom_table style="2"]

Step Service Management Steps tech_icon verbal_icon
1 Perform closing or booking process for the RO. X  
2 Call the customer and let them know that their vehicle is ready for pickup X
3 Print the Know Your Vehicle (KYV) report.

  • Staple it separately from other paperwork.

 

   
4 Set Shop Flag 1 to “Vehicle ready for Customer”  X
5 When the customer arrives, review the Know Your Vehicle report with them in a way that is easy to present and easy to follow. Consider:

  • Reviewing the primary concern(s) and fix(es).
  • Reviewing the recommendations that were approved and the operations performed.
  • Discussing the recommendations that were declined.
  • Offering to set an appointment to get them done.
  • Discussing the observations made without recommendations and remind them that those items will be inspected again on the next service visit.
X  
Step Service Advisor Steps tech_icon verbal_icon
6 Review a group of recommendations by RO to get a sense of the recommendations declined by the customer

  • Note: Each line represents a single recommendation not a single RO.
 
7 Check the DMS to see if the customer has and appointment set:

  • Yes, go to step 8.
  • No, go to step 9.
X  
8 Make a note on the Recommendation Detail report, go to step 6.    
9 Input the RO number from the Recommendation Detail Report into the “Load” field on the SA RO List. X  
10 Choose “Go” to load the Treatment Plan. X  
11 On the Treatment Plan review the recommendations that were declined. X  
12 Determine best way to follow up:

  • Email, go to step 13.
  • Call, go to step 15.
   
13 Click on the “KYV” drop-down button and choose Email. X  
14 Modify the default email template to communicate that this is a courtesy follow up and invite the customer to:

  • Review the report.
  • Call with questions.
  • Schedule an appointment to have the work completed.
  • Go to step 6
X  
15 Call customer and review declined recommendations. Ask for questions and for the business.

  • If yes, set appointment and, go to step 5
  • If no, go to step 16.
X  
16 Tactfully ask if:

  • They had the service provided elsewhere.
    • If so, why they chose that provider over you.
  • There was or is an issue regarding the level of service they received.
  • They would like another courtesy reminder at a later date.
  • Note their feedback on the report, go to step 6.
X  

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