Should the Service Advisor Start the Multipoint Process?

[Joe Marconi]

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[Transmission Repair]

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[adam12]

Our service advisors start the inspection with a minimum of 4 pictures of the exterior, a picture of the odometer, and a picture of the dash with the car running to identify whether any warning lights are presently on or not. 

[Joe Marconi]

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[weighit]

When I was a service writer, we used to have a China marker in our pocket, when first talking with the owner, we would invite the owner to walk around the car with us,pointing out any chips, dings or issues in the body, as we used the marker on the paint. Did two things, allowed us to make sure it was going to leave with the same amount of damage it came in with, gave us a bit of time to discuss the car, look at the tires, check the mileage and lights on the dash and overall condition, before it ever got into the repair shop. Once the car was finsihed being written up, then the camera came out and photos taken. Since each writter was making a commission on total ticket sales, we were tuned in on really looking at the car.   

[Joe Marconi]

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[newport5]

I read the post to mean: start the vehicle inspection. But the only mention is tires and wiper blades. And re tires, the tires have to be pretty much turned to see enough of the tires. Unless the advisor gets on his knee to look closer. It seems like saving under 5 minutes.

I DO like taking a pic of the dash for warning lights. So many customers “forget” about their check engine light.

Re: “And do they begin to discuss what services are due?“ I believe THAT should be done when making the appointment. Get the current mileage when making the appointment then look at the recommendations: spark plugs, brake fluid flush, air filter, etc? Handle that THEN to get it into the quote so the tech can start on those additional things right away.

[adam12]

On 2/15/2023 at 10:40 AM, Joe Marconi said:

Nice! Do they also look at tires, exterior, etc.?  And do they begin to discuss what services are due? 

Joe, The service writer will look at and take pictures of anything odd with the exterior during their walkaround. Their discussion with the customer about any services due occurs after the tech addresses the customers complaint and performs their multi point inspection. The service writer then will prioritize safety and maintenance needed. 

[Joe Marconi]

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[Joe Marconi]

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[vbtoytech]

We have 1 advisor who actually checks tread depth, wipers, and warning lights on the walk around.  He makes the highest sales at our dealership and it is nice to have tires and wipers sold or declined before beginning service.

[tomkatv10]

With the amount of cars that are dropped off every morning (most at the same time, mind you), it would create a serious backlog at the front counter if I implemented that. Plus, with the amount my service advisors have to do now in a day, they’d probably quit if I added another job to their list. And, we have a lot of after hours drop offs to consider. I don’t think there is a right or wrong answer to this question. It all comes down to how your shop processes are set. We’ve talked about this in team meetings and the techs would rather make those checks themselves, anyway. 

[Joe Marconi]

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