Fixed Ops Magazine - 2020 Vol17 06 - 38

THE CENTER OF SERVICE PROCESSES ARE
THE BASIC SERVICE STEPS. 

that you care about their situation and they have not

1. The meet and greet. This is where first impressions

3. Repair order write up can take place with a tablet

are crucial to building the relationship. The goal for
all service advisors is to collect customers, to build a
loyal following. Making the customer feel welcomed
makes that first impression positive along with a tidy
dress attire and workstation.

committed to anything yet. 

during the walk-around or at the advisor's workstation just after the walk-around. The first thing that
must take place is to verify the customer's basic information. We tend to rush into the details of the
appointment and skip this important step. If we fail
to get proper address, phone numbers and email ad-

2. The walk-around is where the relationship is taken

dresses, we will suffer later when we try to commu-

to the next level. This is where we gather information

nicate, and when surveys are sent after the transac-

and take interest in the customer's vehicle.  It is right

tion. Once we up-date the personal information we

there in the drive. Most of the time the vehicle tells

should look at the appointment details, interview the

us what it needs. Are the headlamp lenses cloudy?

customer, review previous m.p.i. recommendations,

Do the tires look worn?  Is there a torn or warped

repair history and the manufacturer's web site for re-

wiper blade? Is the oil change sticker on the wind-

call and warranty information.

shield overdue? Did the driver's door squeak when

38

you opened it? Customers feel more comfortable

4. The next step is to set or re-set expectations for

and in control by, talking about their vehicle in the

work completion time and pricing. This sounds brief

drive than anywhere else because you are showing

but must be done thoroughly.



Fixed Ops Magazine - 2020 Vol17 06

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 06

Fixed Ops Magazine - 2020 Vol17 06 - 1
Fixed Ops Magazine - 2020 Vol17 06 - 2
Fixed Ops Magazine - 2020 Vol17 06 - 3
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Fixed Ops Magazine - 2020 Vol17 06 - 67
Fixed Ops Magazine - 2020 Vol17 06 - 68
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