Inspection Rules - Technician
Thursday, March 13, 2014
- Make recommendations based on facts, not based on time or mileage.
- If you can see it, feel it, hear it, smell it, etc., it’s a physical condition, and therefore a fact that should be shared with the customer. This is done with an appropriate observation (cause) and recommendation (correction).
- Fail =Items that are broken or no longer functioning as designed, wear item that has worn minimum below specification.
- Caution =Items that are showing signs of wear, slightly dirty, etc… but still doing its job as designed.
- Original customer concerns that appear on the RO are addressed in the inspection whenever possible.
- If the fix to a customer’s concern is found on the inspection form caution or fail that task with the appropriate Observation and Recommendation in the inspection.
- On the Treatment Plan drag and drop the inspection recommendation to associate it with the original customer concern line.
- If the fix to the customer’s diagnostic request is NOT addressed in the inspection form use “Add Rec” and associate the Observation and Recommendation to the original concern line.
- Non-Diagnostic RO Lines (LOF, Perform alignment, etc.) that are to be performed do not require any observations or recommendations to be made.
- Items that the customer requested to be done during the current visit should be marked as “Pass” if it is also found as an inspection item.
- Sellable Recommendations that do not address the customers’ primary concerns are documented in the Inspection or by using Add Rec.
- Recommendations that exist in the inspection form get recorded in the inspection.
- Recommendations that do not exist in the inspection form are added as Additional Recommendations using Add Rec with an indication of caution or fail.
- All Failed observations must have a sellable recommendation associated with them.
- Observation=“Cause” | Recommendation=“Correction”
- This gives the customer the ability to make an informed purchasing decision.
- Cautioned items do not require a recommendation to be made on them.
- All recommendations must make sense to the vehicle owner.
- Use simple terms - avoid acronyms, industry jargon, trouble codes, part numbers, etc.
- A good rule of thumb is to keep the observations and recommendations to 10 words or less and worded such that would make sense to grandma over the phone.
- Incorrect - Observation: “Wires” and Recommendation: “Replace”.
- Correct – Observation: Found spark plug wires damaged” and Recommendation: “Replace spark plug wires”.