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Managing Your Time Through the Service Reservation Process
Ok service advisors I need you to do the following:
1) Answer every incoming service call
2) Schedule every service reservation (that includes starting the pre-write)
3) Conduct every service write-up and check-in procedure when the customer arrives for their service reservation.
4) Inspect every customer’s camper for physical damage as well as up-sell opportunities.
5) Conduct a courtesy inspection of the customers concerns and verify warranty or customer pay.
6) FOLLOW-UP WITH EVERY SERVICE CUSTOMER EVERY 5-7 BUSINESS DAYS, UTLIZING CUSTOMER ROUTE SHEET.
7) Type up all technician notes and close out repair orders and ensure all services and parts are charged out correctly including freight and shop supplies.
8) Call customer and set reservation for Active Delivery process and email repair order.
9) Conduct Active Delivery process and ensure all service items corrected meets the customer’s satisfaction.
10) REPEAT DAILY!!!
I might have missed a few tasks as well, depending on what type of a plateau dealer you are and the number of personnel involved in your fixed operations department.
Without a proper “reservation scheduling process” for the customer drop-off process, we initially stall the opportunity for being in control in the above-mentioned service advisor duties and responsibilities or as we call it our job description.
Let’s not operate like we have in the past, with customers arriving at our dealership prior to us clocking in at 8:00 am in the morning waiting to be check-in and we have not even turned on our computers yet.
Not to mention, most likely there are 3 customers all waiting to be assisted or check-in purely because they assume early bird gets the worm.
In this month’s video David describes this process and covers a specific word tracks or verbiage to assist with the reservation process.
Let’s manage our time through the “service reservation process” to allow us to be in control of our day, and our daily tasks.