When I ask Service Managers what their quality process is they look at me like I have two heads. After gathering their thoughts, they say, “All rechecks go through the Service Manager.” Well this is too late.
Fix it right scores are not just the Technician’s responsibility. It starts with the appointment and continues through the follow-up process. What is our process before the vehicle comes back?
During the appointment process when discussing the primary concern, we need to determine if the concern/s can be duplicated when the vehicle is dropped off for service. When does the concern happen? Who was driving? How often does it happen? If we wait to discuss this with the guest at the time of write-up they may become upset because the verification process was not discussed during the appointment. We must discuss time required for the write-up process during the appointment.
The customer is going to want to know what will be done to correct the concern. How much it will cost and how long will the repairs or maintenance take? If you have a BDC, this is typically a pain point. Maintenance can be cut and dry but what do we do with diagnoses? The best practice is to set up times to diagnose. If the appointment is for 8:00 am, inform the customer they will receive an update at 2:00 pm. The client will also want to know how much. Again, Maintenance should be cut and dry by sharing the service menu with your BDC. If the vehicle is out of warranty, we should have a script for the appointment coordinator. An example of a check engine light, “The Technician will need to run a series of tests to determine exactly why the check engine light is on. These tests will run $____ and we can update you on the status at 2:00.”
Duplication of customer concern/s during write-up. Advisors should be coached to inspect the customer’s concern, verifying but not diagnosing the customer’s concern. Our clients always want to know three things about their concern. What we are going to do to resolve the complaint. How much it will cost if any, and when it will be done. On maintenance we can use the service menu to determine what needs to be done. How much it will cost and how long it will take. On diagnoses we should allow ourselves at least four hours. Best practice is on an 8:00 am drop-off or before, the customer should get a 2:00 pm update. After 8:00 am and before 10:00 am the customer should receive an update by 4:00 pm. Many advisors inform their customers they will have an update in one hour or worse yet, ask the client if they will be waiting. This sets us up for failure.
All concerns should be documented on the complaint line, so no explanation is needed. Felt tip Service Manager RO reviews are highly recommended. When finding a complaint that will not stand on its own, Advisors should be coached immediately. If you have Group Leaders or a dispatcher, they should audit the concerns before dispatching. If the concern is too vague the RO should be kicked back to the Advisor for more information to save Technician bay time.
During the repair process we should follow the manufacturer’s recommendations to diagnose the concern. We should also map out a test drive route that duplicates all driving conditions. Slow speed smooth and rough surfaces, high speed smooth and rough surfaces, stop and go, and loading the left and right-side suspensions. Typically, this is 8 to 10 miles. If the concern is not duplicated after the test drive and performing the manufacturer’s inspections, we should have a process that the Technician follows to limit out of bay time.
As you know there are a lot of moving parts here, and most Service Managers do not have time to set up the process with appointment coordinators, BDC, Advisors and Technicians. This is where M5 Management Services Consultants thrive. If you are continually fighting this battle, give me a text, email or call, we will be happy to help you set up your Quality Process.