Fixed Ops Magazine - 2020 Vol17 06 - 39

5. The importance of monitoring the workflow or follow-up is something that should not be underestimated. Using a good route sheet is the best practice.
It is like a life vest in a sea of chaos.
6. Presenting recommendations is something that is
often mis-managed. There are several elements to it,
but all are equally important. Understand the recommendations and get help if you need it. Know that
the customer will feel it if you are uncertain or don't
buy-in to what the technician recommends. Always
present recommendations using the m.p.i. form and
address the customer's primary concern first. Take
the customer out of the lounge to a private and quiet area to avoid critics and distractions. Make sure
you have accurate prices, parts availability, and work
completion times for all the repairs.
Give the customer options for parts sources, pricing,
and offer alternative financing if available. 
7. I have found the Q.C. (quality check) step to be a
great help with F.R.F.T. (Fixed Right the First Time)
issues and scores. At my last store my advisors did it
on every vehicle, about 16 per day. Yes, there certain-

Michael Letizia's is a

ly is time for it, and it works.

seasoned Service Trainer and Consultant with

8. Repair order closing and proof reading is where

over 20 years in Service

the devil is in the details. Advisors must do this way

Management

before any customer looks at their final invoice.  Make

ence

sure the 3 C's are present and the story will be easy

Operations

for you and your customer to read.  A helpful hint is

During that time, Mi-

to use a highlighter to make the action words stand

chael developed Service

out from the small and basic fonts on the invoice.

Advisor

experi-

including

Fixed

Director.

training

pro-

grams and held interactive classroom and focus work9. The delivery should be thorough and not hurried.

shops at the training center. On site Advisor Training

Every line must be reviewed one at a time and ask

was held in the drive, one-on-one and through active

if there are any questions. Review the approved and

role playing. Michael's Consulting includes service drive

declined m.p.i. lines, ask if there are any questions,

evaluations and financial performance assessments.

set the next maintenance or follow-up appointment,

mletizia0224@aol.com

discuss the importance of your survey (if allowed),
walk the customer to their vehicle and sincerely
thank them for their business.
10. The parting shot should be a smile and a handshake or a wave.

NOVEMBER DECEMBER 2020 || FIXED OPS MAGAZINE

39



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
Fixed Ops Magazine - 2020 Vol17 06 - 4
Fixed Ops Magazine - 2020 Vol17 06 - 5
Fixed Ops Magazine - 2020 Vol17 06 - 6
Fixed Ops Magazine - 2020 Vol17 06 - 7
Fixed Ops Magazine - 2020 Vol17 06 - 8
Fixed Ops Magazine - 2020 Vol17 06 - 9
Fixed Ops Magazine - 2020 Vol17 06 - 10
Fixed Ops Magazine - 2020 Vol17 06 - 11
Fixed Ops Magazine - 2020 Vol17 06 - 12
Fixed Ops Magazine - 2020 Vol17 06 - 13
Fixed Ops Magazine - 2020 Vol17 06 - 14
Fixed Ops Magazine - 2020 Vol17 06 - 15
Fixed Ops Magazine - 2020 Vol17 06 - 16
Fixed Ops Magazine - 2020 Vol17 06 - 17
Fixed Ops Magazine - 2020 Vol17 06 - 18
Fixed Ops Magazine - 2020 Vol17 06 - 19
Fixed Ops Magazine - 2020 Vol17 06 - 20
Fixed Ops Magazine - 2020 Vol17 06 - 21
Fixed Ops Magazine - 2020 Vol17 06 - 22
Fixed Ops Magazine - 2020 Vol17 06 - 23
Fixed Ops Magazine - 2020 Vol17 06 - 24
Fixed Ops Magazine - 2020 Vol17 06 - 25
Fixed Ops Magazine - 2020 Vol17 06 - 26
Fixed Ops Magazine - 2020 Vol17 06 - 27
Fixed Ops Magazine - 2020 Vol17 06 - 28
Fixed Ops Magazine - 2020 Vol17 06 - 29
Fixed Ops Magazine - 2020 Vol17 06 - 30
Fixed Ops Magazine - 2020 Vol17 06 - 31
Fixed Ops Magazine - 2020 Vol17 06 - 32
Fixed Ops Magazine - 2020 Vol17 06 - 33
Fixed Ops Magazine - 2020 Vol17 06 - 34
Fixed Ops Magazine - 2020 Vol17 06 - 35
Fixed Ops Magazine - 2020 Vol17 06 - 36
Fixed Ops Magazine - 2020 Vol17 06 - 37
Fixed Ops Magazine - 2020 Vol17 06 - 38
Fixed Ops Magazine - 2020 Vol17 06 - 39
Fixed Ops Magazine - 2020 Vol17 06 - 40
Fixed Ops Magazine - 2020 Vol17 06 - 41
Fixed Ops Magazine - 2020 Vol17 06 - 42
Fixed Ops Magazine - 2020 Vol17 06 - 43
Fixed Ops Magazine - 2020 Vol17 06 - 44
Fixed Ops Magazine - 2020 Vol17 06 - 45
Fixed Ops Magazine - 2020 Vol17 06 - 46
Fixed Ops Magazine - 2020 Vol17 06 - 47
Fixed Ops Magazine - 2020 Vol17 06 - 48
Fixed Ops Magazine - 2020 Vol17 06 - 49
Fixed Ops Magazine - 2020 Vol17 06 - 50
Fixed Ops Magazine - 2020 Vol17 06 - 51
Fixed Ops Magazine - 2020 Vol17 06 - 52
Fixed Ops Magazine - 2020 Vol17 06 - 53
Fixed Ops Magazine - 2020 Vol17 06 - 54
Fixed Ops Magazine - 2020 Vol17 06 - 55
Fixed Ops Magazine - 2020 Vol17 06 - 56
Fixed Ops Magazine - 2020 Vol17 06 - 57
Fixed Ops Magazine - 2020 Vol17 06 - 58
Fixed Ops Magazine - 2020 Vol17 06 - 59
Fixed Ops Magazine - 2020 Vol17 06 - 60
Fixed Ops Magazine - 2020 Vol17 06 - 61
Fixed Ops Magazine - 2020 Vol17 06 - 62
Fixed Ops Magazine - 2020 Vol17 06 - 63
Fixed Ops Magazine - 2020 Vol17 06 - 64
Fixed Ops Magazine - 2020 Vol17 06 - 65
Fixed Ops Magazine - 2020 Vol17 06 - 66
Fixed Ops Magazine - 2020 Vol17 06 - 67
Fixed Ops Magazine - 2020 Vol17 06 - 68
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2021-vol18-02
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/fixed-ops-magazine-2021-vol18-01
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No6/
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No6/
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No4/
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No4/
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No3/
http://magazine.fixedopsmag.com/prismautomotive/FixedOpsMagazine/Vol17No2A/
https://www.nxtbookmedia.com