The first step in the inspection process is to review with your Technicians and Advisors what needs to be inspected. I've seen hundreds of forms and not all of them are worth the paper they are written on. Then agree on the form to be used and make sure it's a Red/ Yellow/ Green type.
The next step in this process is to ask each customer if they would like an inspection and get there OK!(Op-Code). This assists you when you call back to review the findings. Also make sure every customer no matter what the mileage is gets the opportunity to have an inspection done. This in a nutshell is training your customer to expect an inspection every time they visit.
I personally don't believe in paying for an inspection and that comes from my technician background. However we do like to spiff a technician if he finds something and the advisor sells the repair to the customer.
The spiff program we set up works extremely well. It only rewards if we find something wrong and the customer agrees to repairing it. The other part of this process is to pay them cash every day in the morning. It doesn't matter if you use the dice roll or pull boards the key is to pay them every day cash!
The active delivery is a very important part to educating our customers on the condition of there vehicle evey time they visit our dealership. We are training them to want an inspection every time and builds that relationship even stronger based on the time you spend with them.
Make This Year Your Best Year!
Guy Salkeld is the President and Head Performance Coach of Automotive Consultants Group Inc. The only Low Risk High Return Training, Coaching, and Consulting company in the world! To learn more go to www.smartservicetraining.com Have a question? E-Mail Guy directly at guyacg@aol.com or Call me direct at: 305-331-3373 Follow @smartserviceguy
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