Please click above to watch the video
Now that David has discussed the process for the “Initial Walk-Around” or the physical inspection of the customer’s camper in the last two newsletters, it’s time to discuss the “Courtesy Inspection Process”
After the completion of inspecting the customer’s physicality of their camper and labeling the camper with the customer’s name, R.O. #, date the customer dropped off the camper and the advisors initials, it’s time to converse with the customer about their concerns.
It’s obvious that this process will be happening inside and outside of the customer’s vehicle/camper either outside or in an enclosed service write-up area. We do not identify customer’s concerns by just standing at a computer, asking a few questions and generating a repair order.
There are very good reasons for doing a proper “Courtesy Inspection” during the customer write-up process in the service drive, and here are just a few:
- Identifying the customer’s concerns first hand and documenting the concerns/priorities properly for the shop dispatcher and more importantly the technician.
- There is an opportunity to be very investigative during the courtesy inspection process with the following criteria in mind; “Who, What, Where, When, Why, How, and Tell me About it” to document proper customer experiences.
- Customer satisfaction is enhanced due to the extra measures of communication between our service advisors and customers to diagnose the cause of the concern properly, and expedite the repairs. No need for additional phone calls to ask the same question we should have asked during the write-up process.
- Technician/shop efficiency is enhanced tremendously due to the repair order being written up correctly and the concerns highlighted inside the camper via “BLUE TAPE” and in some cases warranty pictures already taken.
- In some case, identifying “operational error” during our investigation of the customers concerns when asking them to physically duplicate their concern/experience. This can also assist in the shop productivity as well as eliminate technician un-collectable efficiency!!
- Identifying a physical issue/concern that is a non-warranty issue. This is purely due to the advisors being in the camper or curbside with the customer.
- Discussing specific concerns that can lead to a service maintenance opportunity now or sooner rather than later.
Just understanding these above-mentioned opportunities should solidify our opportunity for perfecting the “Courtesy Inspection Process” in our customer write-up exercise.
Our customers come to appreciate and expect this type of service as well, especially when they understand the benefits of proper communication between them and our service team.