busier and busier, inevitable shortcuts are taken out of necessity! I have seen many cases in which Advisors simply do not have the resources to follow the correct process because of the sheer volume of customers they must engage. The " path of least resistance " kicks in and the Advisor can get habituated to " doing it the wrong way. " When this happens, these folks must get " rewired " to using the correct process steps again. So within this whirlwind, what are the most critical action items to ensure we are maximizing our profitability on every repair order and creating raving fan advocate clients who come back again and again! These steps are actually " lead metrics " that cannot be tracked by running a report from your DMS - you will have to subjectively observe and issue a grade and an action plan for each advisor. STEP 1. OBTAINING AN ASSUMPTIVE APPROVAL FROM YOUR CLIENT TO PERFORM A COURTESY MULTIPOINT INSPECTION This is a subtle but important step. What I am proposing is that we not just ask and not just tell our clients that we are going to perform our complimentary inspection. We need to do both. In this way we are " clearing the path " for our clients to actually hear our recommendations. There are two types of customers when we are talking about this subject: 1. Clients with a known outcome. This is someone with a maintenance operation like a lube, oil, and filter, or just a recall. 2. Clients with an unknown outcome. These clients need a diagnosis for their concern. SEPTEMBER OCTOBER 2023 || FIXED OPS MAGAZINE 41