Fixed Ops Magazine - 2020 Vol17 02 - 32

FEATU R E
MARCH APRIL 2020 || FIXED OPS MAGAZINE

DRIVE V E H I C L E
INSPECT I O N RE V E N UE
BY JIM LEMAN, QUORUM XSELLERATOR

E

xperience has found that if the
service write-up process is to
realize consistently measurable
growth in repair order revenue, service
advisors are encouraged to embrace
the following practices:
1. Prompt, courteous engagement with
the next customer waiting in line
2. A seamless, simultaneous start of the
repair order write-up process
3. A physical walkaround of the vehicle
with the customer to note dings, dents
and body rash, and to check road lights
for trouble
4. A presentation and explanation of
the vehicle inspection service, including
the notations the service advisor made
as part of the walkaround and what the
technician will inspect when the vehicle
is on the lift
5. The use of digital service tools, including repair order write-up and vehicle inspection software, to automatically start the process once the check-in
actions are complete
For example, digital services - and the
accountability insight they give managers - are highly useful when those
managers coach advisors on how to improve their performance in vital performance categories, such as:
* Number of write-ups per advisor per shift

32

* Hours written per R.O.
* Upsell dollars per R.O.
* Percentage of vehicle inspections
* Declined Ops codes
* Percentage of recovered declined Ops
codes
* Rate of customer retention from service marketing

The Numbers You Drive
Performance objectives such as these
might look practical and promising here
on paper, but what service directors
want to know is, "How do I get my advisors to perform them consistently?"
Activities that advisors don't perceive
as making them money at that mo-



Fixed Ops Magazine - 2020 Vol17 02

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 02

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