CAR-X GUEST EXPERIENCE

• Conducted on

  Date

• Prepared by

• Franchisee

  Select

• Market

  Select
• Location
  Address

CUSTOMERS SERVICE REVIEW

• LAST MONTHS PHONE SCORE:

• LAST MYSTERY SHOP SCORE:

• GOOGLE Review Ratings:

  4.5 STARS & ABOVE

  4.4 - 4.0 STARS

  3.6 -3.9 STARS

  3.5 STARS & BELOW

IMAGE: EXTERIOR

• Pole Sign

  Standard

  Opportunity

  Concern

• (Painted, no cracks, illuminated)

• Building Signage to Image Standard

  Standard

  Opportunity

  Concern

• (Car-X Tire & Auto)(lighting)(store hours posted)

  

• Building Color

  Standard

  Opportunity

  Concern

• (Painted, not faded or pealing)

• Building Exterior

  Standard

  Opportunity

  Concern

• (Maintained, clean, painted)(lighting)

• Bay Doors

  Standard

  Opportunity

  Concern

• (Rust-free, glass clean)

• Parking Lot

  Standard

  Opportunity

  Concern

• (Sealed, lined, no potholes, trash-free, weed free)

• Landscaping

  Standard

  Opportunity

  Concern

• (Grass, shrubs ,mulch, free from trash, leaves)

• Dumpster Area clean

  Standard

  Opportunity

  Concern

• (Stored/presentable)

• P.O.P./ Bay Banners, Reader Board, & Window Signage

  Standard

  Opportunity

  Concern

• (Neatly displayed, current offers)

  

IMAGE: INTERIOR/ WAITING ROOM

• Uncluttered and organized

  Standard

  Opportunity

  Concern

• Walls (clean, items professionally displayed)

  Standard

  Opportunity

  Concern

• Sills wiped

  Standard

  Opportunity

  Concern

• Dust board wiped

  Standard

  Opportunity

  Concern

• Floors (swept/mopped)

  Standard

  Opportunity

  Concern

• Windows cleaned/ doors wiped

  Standard

  Opportunity

  Concern

• Trash cans clean, liners in place

  Standard

  Opportunity

  Concern

• Sales counter area clean and organized

  Standard

  Opportunity

  Concern

• Oil service counter mat used (GBB)

  Standard

  Opportunity

  Concern

• P.O.P Posters and brochures organized and neatly displayed

  Standard

  Opportunity

  Concern

• AUTONET TV / DIGITAL MENU BOARDS

  Yes

  No

• Tire displays

  Standard

  Opportunity

  Concern

• Furniture clean and in good condition

  Standard

  Opportunity

  Concern

• Coffee Area (fresh) Child Safe

  Standard

  Opportunity

  Concern

• Adequate coffee supplies (cream, sugar, cups, stir)

  Standard

  Opportunity

  Concern

• TV, Wi-Fi, Magazines, or Newspaper

  Standard

  Opportunity

  Concern

• Waiting Room/ Overall Impression Good

  Standard

  Opportunity

  Concern

• Inside Lighting

  Standard

  Opportunity

  Concern

IMAGE: CUSTOMER RESTROOM

• Toilet cleaned

  Standard

  Opportunity

  Concern

• (bowl, base, and tops)

• Sink & mirror clean and wiped down

  Standard

  Opportunity

  Concern

• (water spots, soap grime, and grease)

• Walls and dust boards wiped

  Standard

  Opportunity

  Concern

• (including behind toilet)

• Floors swept and mopped

  Standard

  Opportunity

  Concern

• (cleaning schedule/daily task)

• Trash can with liner clean/emptied

  Standard

  Opportunity

  Concern

• (cleaning schedule/daily task)

• Lighting working

  Standard

  Opportunity

  Concern

• (bulbs bright/clean)

• Supplies Stocked

  Standard

  Opportunity

  Concern

• (Toilet paper, paper towel, soap)

• Working fan and or air freshener

  Standard

  Opportunity

  Concern

• (ventilation/fresh scent)

IMAGE: SHOP BAY AREA

• Bay Floors swept

  Standard

  Opportunity

  Concern

• (including under shelves, tool boxes and corners)

• Bay Floors scrubbed

  Standard

  Opportunity

  Concern

• (oil spills cleaned up)

• Shop walls clean

  Standard

  Opportunity

  Concern

• (painted)

• Shop Lighting Brightly-lit

  Standard

  Opportunity

  Concern

• (all bulbs illuminated)

• Shop Equipment

  Standard

  Opportunity

  Concern

• (wiped down and well maintained)

• Shop Lifts

  Standard

  Opportunity

  Concern

• Safe

  At Risk

  N/A

• (lift safety features in use)(no leaks)

• Work Benches

  Standard

  Opportunity

  Concern

• (clean and organized)

• Tool boxes appearance

  Standard

  Opportunity

  Concern

• (clean, neatly maintained, and organized)

• Inventory and Storage area

  Standard

  Opportunity

  Concern

• (clean, neat, and organized)

• Tire Inventory

  Standard

  Opportunity

  Concern

• (organized and attractively displayed)

• Garbage disposed

  Standard

  Opportunity

  Concern

• (trash cans, scrap, used tires)

• Air Compressor maintained

  Standard

  Opportunity

  Concern

• (oil level, air filter, moisture drained)

• Shop Safety features in place

  Standard

  Opportunity

  Concern

• (fire extinguishers, exit signs, first-aid kits)

• Tool boxes & Tool Carts

  Standard

  Opportunity

  Concern

• (orderly appearance)

• Staff Area/ Shop Restroom

  Standard

  Opportunity

  Concern

• (clean)

IMAGE: EMPLOYEES

• Personal Appearance

  Standard

  Opportunity

  Concern

• (professional/clean shaven)

• Proper Uniform

  Standard

  Opportunity

  Concern

• (clean, tucked in)

• Safety Shoes

  Standard

  Opportunity

  Concern

• (slip resistant, steel toe)

• OSHA Safety Awareness (using )

  Standard

  Opportunity

  Concern

• (safety glasses/tinted welding shield/ gloves)

• Floor mats & Seat covers

  Standard

  Opportunity

  Concern

• IMAGE

  STANDARD

  OPPORTUNITY

  CONCERN

• OVERALL RATING OF IMAGE EVALUATION

  5 STAR

  4 STAR

  3 STAR

  2 OR 1 STAR

CAR-X GUEST EXPERIENCE

• GREETING

  STANDARD

  OPPORTUNITY

  CONCERN

Welcoming every guest as if they were a friend entering our home

• Name

  Select

ACKNOWLEDGE & ADVISE

• Make eye contact & greet any guest with 10 ft

  Yes

  No

• Say: “Welcome to Car-X!”or Welcome Back for Known Regulars.

  Yes

  No

• As the guest approaches, look at them & smile

  Yes

  No

• Use a friendly smile & upbeat tone to acknowledge the guest

  Yes

  No

• Advise the waiting guest that you will be with them soon

  Yes

  No

APOLOGIZE & GREET

• When the waiting guest approaches for service, apologize for the delay

  Yes

  No

• Say: “I’m sorry to keep you waiting.”

  Yes

  No

• Begin the initial greeting process

  Yes

  No

• Say: “Good morning/afternoon, I’m [your name.]”

  Yes

  No

• PHONE SKILLS

  STANDARD

  OPPORTUNITY

  CONCERN

Phone Call Review and Training

• Listen to Recent Phone Calls

• Evaluate incoming calls during store visit. Review evaluation with management. Missed opportunity - Recovering missed opportunities
  

• Did the employee answer the phone in 3 rings or less?

  Yes

  No

• Did the employee answer with "Thank you for calling Car-X. How can I help you?"

  Yes

  No

• Friendly/Upbeat

  Yes

  No

• Did the employee give his or her name?

  Yes

  No

• Name:

• Did the employee ask year, make and model of vehicle?

  Yes

  No

• If a customer is calling for anything other than a oil change or tires you are required to inquire about the vehicle symptoms/ problems

• Did the employee ask about the vehicle symptoms/problems?

  Yes

  No

• Was the call for Oil Change or Tires?

  Yes

  No

• Oil Change

  Tires

• Did the employee invite and/or offer to make an appointment?

  Yes

  No

• Did the employee sell hope to overcome objections?

  Yes

  No

• Always Offer and Encourage Free Estimate (Give Hope)

• When Quoting Price, Always Offer Best Price Scenario (Starting as low as?)

• Always Explain Current Sales/Promotions Available

• Always Explain BEST PRICE GUARANTEE if you don't get appointment

• Did the employee give daily store hours?

  Yes

  No

• Did the employee provide the store address, directions, and/or landmarks?<br>

  Yes

  No

• At the conclusion, did the employee thank the caller for calling Car-X?

  Yes

  No

• Based on your experience during this call, would you go to the store?

  Yes

  No

• Why Not?

• Answer all that apply

  Select Friendly Tone Of Voice Sincere Interest Positive Attitude Inviting

  • Friendly Tone Of Voice
  • Sincere Interest
  • Positive Attitude
  • Inviting

• Have the Associate review the call and rate from 1 to 10

• Reviewed Call

• What could we have done better?

• Call categorization and Call coaching - Improve phone performance with feedback and professional call coaching that positive reinforces the phone skills needed to book more appointments. Praise positive performance and offer suggestions to improve missed opportunities

• CONVERSING WITH CUSTOMERS

  STANDARD

  OPPORTUNITY

  CONCERN

IN-SERVICE FOLLOW-UP AND UPDATE BEST PRACTICES

• Perform a Complimentary Inspection on every vehicle at every visit to advise Customer of ethically-needed Service and Maintenance items

• Yes

  No

• Use props or other visuals whenever possible to explain Service and Maintenance items

• Yes

  No

• Always contact Customers using their preferred method of contact prior to the promised time before the Customer contacts you

• Yes

  No

• If necessary, write a script or list of bullet points to help when contacting Customers by phone

• Yes

  No

• Avoid using jargon and acronyms that the Customer may not understand

• Yes

  No

• Use the Technician’s name whenever reporting technical findings

• Yes

  No

• Develop accurate price quote for additional work with complete job pricing including Sales Tax

• Yes

  No

• Always discuss the results of the completed MPI with the Customer and provide them with a copy

• Yes

  No

• Always start with the Customer’s Primary Concern before discussing additional items

• Yes

  No

• Provide Customers with options, such as, prioritizing service and repairs based on their budget and safety

• Yes

  No

• Use the Related, Immediate, Maintenance (RIM) format when discussing options

• Yes

  No

• Get Customer’s authorization for additional work before proceeding

• Yes

  No

• Document the sale and Customer’s authorization on the repair order

• Yes

  No

• Good/Better/Best Up Front Selling

  STANDARD

  OPPORTUNITY

  CONCERN

• Example of GBB Brakes

  

• VERIFING THE PRIMARY CONCERN

  STANDARD

  OPPORTUNITY

  CONCERN

• EMPATHY & UNDERSTANDING

  STANDARD

  OPPORTUNITY

  CONCERN

• PRESENTATION OF FSM & MYCARFAX

  STANDARD

  OPPORTUNITY

  CONCERN

• Do the associates suggest Factory scheduled Maintenance Services?

  Yes

  No

• What FSM do they utilize

  Alldata

  Identifix

  Mitchell

  Other

• TECHNICIAN INTRODUCTION

  STANDARD

  OPPORTUNITY

  CONCERN

COURTESY INSPECTION REVIEW

• Instructions
  
  1. Answer the items provided below.
  2. Tap on Notes or Image under each item to add comments or evidence.
  3. To add a Corrective Action, tap on "Action", provide a description, assign to a member, set priority and due date.
  4. Complete audit by providing digital signature.
  5. Share your report by exporting as PDF, Word, Excel or Web Link.

  

• Performs Courtesy Inspections following MAP Guidelines on Vehicles

  Standard

  Opportunity

  Concern

• Inspecting dashboard lights (circling any currently on)

  Standard

  Opportunity

  Concern

• Exterior condition inspected and documented

  Standard

  Opportunity

  Concern

• Wiper blades, lights, and horn inspected

  Standard

  Opportunity

  Concern

• Is Tire inspection section completed? (DOT, size, speed rating, TPMS, air pressure before & after)

  Standard

  Opportunity

  Concern

• Tire Maintenance completed (right rear tire balance inspected)

  Standard

  Opportunity

  Concern

• Alignment Check

  Standard

  Opportunity

  Concern

• Air Filter & Cabin Filters Inspected

  Standard

  Opportunity

  Concern

• Factory scheduled maintenance inspected

  Standard

  Opportunity

  Concern

• Suggested test strips used for all fluid services

  Standard

  Opportunity

  Concern

• Battery Test Completed

  Standard

  Opportunity

  Concern

• All items checked (Engine & Exhaust)

  Standard

  Opportunity

  Concern

• All items checked (Steering & Suspension)

  Standard

  Opportunity

  Concern

• Visual Brake Check Completed

  Standard

  Opportunity

  Concern

• 10 STEP BRAKE INSPECTION PROCESS

INSIDE VEHICLE:

• Brake light on? ABS Light On? E-Brake Function? Brake Pedal spongy or excessive travel?

  

• Technician checks for warning lights on dash and documents on inspection form.

  Compliant

  Non-Compliant

  N/A

• Test Drive if safe to do so. Note any noise, vibration/pulsation or pulling

  

• Technician test drives the vehicle documenting any noises, vibrations or pulling on the inspection report (If Safe To Do So)

  Compliant

  Non-Compliant

  N/A

• Document all findings on Courtesy Inspection Form

  

UNDERHOOD

• Check Master Cylinder Rubber & External Leaking

  

• Technician Checks Master Cylinder For Leaking

  Compliant

  Non-Compliant

  N/A

• Check Brake Fluid Level, Cleanliness & Moisture Content with Test Strip

  

• Testing Brake Fluid Video http://www.youtube.com/watch?v=5e4wkDhktQk&features=player det

  

• Technician Checks Brake Fluid Level, Cleanliness & Moisture Content with Test Strip.

  Compliant

  Non-Compliant

  N/A

• Document all findings on Courtesy Inspection Form

  

½ WAY UP:

• Inspect for any Hub/Wheel Bearing Play.

  

• Inspect & Note any missing/bad studs/lugs BEFORE Removing ALL FOUR WHEELS

  

• Note: Never do Brake Inspection Through Wheels. Remove ALL FOUR WHEELS!

  

• Technician Documents Any Hub/Wheel Bearing Play.

  Compliant

  Non-Compliant

  N/A

• Technician Documents any Missing/Bad Wheel Studs/Lugs

  Compliant

  Non-Compliant

  N/A

• Technician Removes ALL FOUR WHEELS.

  Compliant

  Non-Compliant

  N/A

• At each wheel, measure and document Friction & Rotor Thickness (use sharpie pen to doc. rotor)

  

• Measure Brake Pad Thickness using Gauges on every car

  

• Technician measures and document Friction & Rotor Thickness (Using a sharpie pen to document on rotor for Show & Tell)

  Compliant

  Non-Compliant

  N/A

• At each wheel, inspect caliper operation/slides/hardware, inspect rubber hoses for cracks/leaks

  

• Technician inspects caliper operation/slides/hardware, inspect rubber hoses for cracks/leaks.

  Compliant

  Non-Compliant

  N/A

• At each wheel, inspect any wear sensor or ABS wires for damage/ excessive wear

  

• Technician inspects any wear sensor or ABS wires for damage/ excessive wear

  Compliant

  Non-Compliant

  N/A

• Document all findings on Courtesy Inspection Form

  

FULL HEIGHT:

• Visual Inspection of all Brake Hydraulic Hoses & Steel Lines. E-Brake Cables

  

• Technician completes a visual inspection under vehicle of all Brake Hydraulic Hoses & Steel Lines. E-Brake Cables

  Compliant

  Non-Compliant

  N/A

• Technician Accurately Completes And Fills Out Courtesy Inspection Form (All)

  Compliant

  Non-Compliant

  N/A

• Document all findings on Courtesy Inspection Form

  

• Does store follow MAP guidelines (okay/suggested/required)

  Standard

  Opportunity

  Concern

• Has the manager completed MAP training?

  Yes

  No

• Store manager reviews courtesy inspection with technician prior to customer presentation

  Standard

  Opportunity

  Concern

• Staff completed Courtesy Inspection and MAP Training

  Standard

  Opportunity

  Concern

• Oil Change Process

  Standard

  Opportunity

  Concern

OIL CHANGE PROCESS

• STEP 1

  

• RAISE THE HOOD OF THE VEHICLE & PLACE AN ORANGE CONE ON THE ENGINE

• WHY IT MATTERS? An orange cone visible on the engine, identifies that the oil is out of the vehicle. Having this consistent process in place helps ensure we "Do it Right" the first time and avoid costly poor work claims.

• Pull the lever or press the button inside the vehicle to release the hood latch

• Press or slide the latch to release the hood

• Raise the hood and, if applicable, attach the support arm to the hood to keep it in the up-right position.

• Place an orange cone on the engine

  Compliant

  Non-Compliant

  N/A

• STEP 2

  

• PLACE OIL CAP ON HOOD LATCH

• WHY IT MATTERS? Placing the oil cap on the hood latch serves as a fail-safe reminder should the Technician fail to re-install the cap to the engine. Having the oil cap placed in this location prevents the hood from closing. While the oil cap may be damaged, its is far less costly to replace an oil cap than an engine.

• Unscrew the oil cap off and place it on the hood latch

• Expectations: Remove the oil cap and place it on the hood latch

  Compliant

  Non-Compliant

  N/A

• STEP 3

  

• MANAGER LOOKS UP THE OIL FILTER APPLICATION

• WHY IT MATTERS? Often times catalogs are outdated or incorrect, which may lead to the wrong oil filter being installed. This not only disappoints our Guests, but can lead to poor work claims and even engine replacement. By having this consistent process in place we significantly reduce our costs associated with these risks.

• Using the VAST catalog, Manager Looks up the correct filter and oil

• Pulls the correct part numbers from inventory for the Technician

• Expectations: No interchanging of oil filters is allowed. The MOD looks up the correct oil filter installation procedure

  Compliant

  Non-Compliant

  N/A

• STEP 4

  

• CHECK OIL LEVEL BEFORE STARTING THE OIL CHANGE

• WHY IT MATTERS? Checking the oil level at the start of service allows us to document a low or overfilled condition and notify the Guest prior to servicing the vehicle. This may prompt us to look for leaks, that if not caught, may lead to a poor work claim post-service.

• REMEMBER! OIL CHANGES ARE ONE OF OUR MOST COMMON SERVICES. IF NOT DONE CORRECTLY, THEY CAN LEAD TO SIGNIFICANT POOR WORK CLAIMS AND GUEST DISSATISFACTION.

• Put the dipstick into the engine and pull it out.

• Wipe any oil from the end of the dipstick using a clean rag.

• Insert the dipstick back into its tube and push it all the way in.

• Pull it back out and check both sides to see where the oil ends.

• Expectations: Check the oil level to ensure it is neither over-filled or under-filled

  Compliant

  Non-Compliant

  N/A

• STEP 5

  

• THE TECHNICIAN RECORDS THE OILFILTER USED, OIL TYPE, AND QUANTITY

• WHY IT MATTERS? Documenting this information serves as a record in the event of an issue or claim regarding the oil filter used in the vehicle. It also serves as a fail-safe reminder that we have installed the correct product for the vehicle.

• HAVING THIS CONSISTENT PROCESS IN PLACE ENSURES WE "DO IT RIGHT" THE FIRST TIME AND CONSISTENTLY DELIVER ON OUR 5-STAR GUEST EXPERIENCE!

• Expectations: Teammates must record the following in NOTES on the Courtesy Inspection (CI)

  Compliant

  Non-Compliant

  N/A

• Oil Filter

  Compliant

  Non-Compliant

  N/A

• Oil Type

  Compliant

  Non-Compliant

  N/A

• Oil Quantity Installed

  Compliant

  Non-Compliant

  N/A

• STEP 6

  

• HAVE A BUDDY DOUBLE CHECK THE OIL LEVEL & BOTH TEAMMATES SIGN THE COURTESY INSPECTION

• WHY IT MATTERS? Ensures the correct oil level every time. Prevents costly poor work claims. Ensures 100% Guest Satisfaction, every Guest Vehicle, Every time!

• Expectations: A "Buddy" always verifies and signs-off that the job has been completed correctly, including the correct oil type and oil level for the vehicle.

  Compliant

  Non-Compliant

  N/A

• Manager verifies: THE OIL LEVEL & BOTH TEAMMATES SIGN THE COURTESY INSPECTION then MANAGER REMOVES CONE

  Compliant

  Non-Compliant

  N/A

• SIGN-OFF

• SIGNING OFF ON DOUBLE CHECK FOR ACCURACY

  Compliant

  Non-Compliant

  N/A

• DOUBLE CHECK FOR ACCURACY

  

• Wheel Torque Process

  Standard

  Opportunity

  Concern

WHEEL TORQUE PROCESS

• When installing wheels, all lug nuts are hand-torqued to manufacturer’s specifications using a calibrated torque wrench. All wheels are then double-checked and signed off by a Buddy after a road test is completed

  

• VERIFY TORQUE SPECIFICATIONS

• Using the Store’s Wheel Torque Chart, verify the correct torque specifications for the vehicle

• VERIFYING WHEEL TORQUE SPECIFICATIONS

  Compliant

  Non-Compliant

  N/A

• CLEAN & INSPECT HUB, STUDS AND LUG NUTS

• Clean and inspect all hub, studs, and lug nuts

  

• CLEANING & INSPECTING HUBS, STUDS AND LUG NUTS

  Compliant

  Non-Compliant

  N/A

• HAND TIGHTENS LUG NUTS

• Technician places the wheel on the vehicle and hand tightens lug nuts

  

• HAND TIGHTENING LUG NUTS

  Compliant

  Non-Compliant

  N/A

• TORQUE STICK

• Technician uses a torque stick identified as the correct one for the vehicle application

  

• PROPERLY USING TORQUE STICKS

  Compliant

  Non-Compliant

  N/A

• TORQUE WRENCH

• A Buddy uses a hand torque wrench, tightening lugs in a star pattern

  

• PROPERLY USING TORQUE WRENCH

  Compliant

  Non-Compliant

  N/A

• TEST DRIVE & RECHECK TORQUE

• SIGN-OFF

• SIGNING OFF ON DOUBLE CHECK FOR ACCURACY

  Compliant

  Non-Compliant

  N/A

• DOUBLE CHECK FOR ACCURACY

  

• REVIEW 10 COURTESY INSPECTION FORMS

R.O./Invoice#

• REVIEW 10 COURTESY INSPECTION FORMS

  COMPLETE

  INCOMPLETE

• COMMENTS:

• COURTESY INSPECTION PROCESS TO MAP STANDARDS

  STANDARD

  OPPORTUNITY

  CONCERN

• MANAGER MAP CERTIFIED

  Yes

  No

• TECHNICIANS TRAINED TO MAP

  Yes

  No

• IDENTIFY THE PRIMARY CONCERN

  STANDARD

  OPPORTUNITY

  CONCERN

• SHOW & TELL

  STANDARD

  OPPORTUNITY

  CONCERN

• Clearly Explain the Recommendations for Repairs and Product Warranties

  STANDARD

  OPPORTUNITY

  CONCERN

• ASK/ Mention/ Offer Financing Options

  STANDARD

  OPPORTUNITY

  CONCERN

• COMMUNICATION

  STANDARD

  OPPORTUNITY

  CONCERN

• SENSE OF URGENCY

  STANDARD

  OPPORTUNITY

  CONCERN

• WORK IN PROGRESS

  STANDARD

  OPPORTUNITY

  CONCERN

• CORRECT PRIMARY CONCERN

  STANDARD

  OPPORTUNITY

  CONCERN

• CLOSING CHECKOUT AND THANK YOU

  STANDARD

  OPPORTUNITY

  CONCERN

• Did the associate treat you in a manner that was professional, polite, and made you feel comfortable throughout their interaction with you?

  Yes

  No

• Did the associate exhibit credibility and instill trust throughout the entire process?

  Yes

  No

• Did the associate leave you with a friendly closing statement and make you feel like they were truly excited to earn/gain your business?

  Yes

  No

• Based on your overall experience, would you schedule car service at this Car-X Tire & Auto location?

  Yes

  No

• DID THE MANAGER ASK FOR A GOOGLE REVIEW

  Yes

  No

• If you were giving a Google review, How many stars would your experience be?

  5 STAR

  4 STAR

  3 STAR

  2 OR 1 STAR

• OVERALL OBSERVATION OF STORE VISIT

  STANDARD

  OPPORTUNITY

  CONCERN

TRAINING

• STAFFING

  STANDARD

  OPPORTUNITY

  CONCERN

• REVIEW DEPTH CHART

  Yes

  No

• CARX ACADEMY CAREERPATH

  STANDARD

  OPPORTUNITY

  CONCERN

CAREER PATHS TRAINING PLAN FROM DAY 1

• 

• CAREER PATH TRAINING PLAN BY POSITION:

  Select General Service Technician Technician Advanced Technician Ast. Mgr / Service Writer Store Manager Advanced Store Manager

  • General Service Technician
  • Technician
  • Advanced Technician
  • Ast. Mgr / Service Writer
  • Store Manager
  • Advanced Store Manager

• ASE CERTIFIED

  STANDARD

  OPPORTUNITY

  CONCERN

• Suggested Technical Training By System.

  Select

• OPPORTUNITIES

4D EXCEPTIONAL GUEST EXPERIENCE

DESIRE: DRIVE TRAFFIC

• Follow the 4D Process to Drive Traffic through the Store and positively impact Guest Desire

• Deliver a Positive Previous Experience

  Yes

  No

• Online Excellence/ Reputation

  Yes

  No

• Telephone Skills

  Yes

  No

• Manage Appointments Online and In-Store

  Yes

  No

• Maintain Great Curb Appeal

  Yes

  No

• In-Store Excellence (Standards)

  Yes

  No

DECIDE: SALES & LIFETIME GUEST VALUE

• Increase Sales & Lifetime Guest Value by Excelling at the Guest Check-In Process and Upfront Selling.

• Drive Sales & Lifetime Guest Value by educating, advising, and selling Guests on CI's and Scheduled Maintenance.

• Greet and Build Rapport (Guest Check In)

  Yes

  No

• Collect Guest email addresses at Check-In

  Yes

  No

• Good/Better/Best Up Front Selling

  Yes

  No

• Educate, Advise, and Sell Courtesy Inspection (EXPLAIN)

  Yes

  No

• Educate, Advise, and Sell Scheduled Maintenance

  Yes

  No

• ASK/ Mention/ Offer financing options

  Yes

  No

• Provide Guest Options/ Choices

  Yes

  No

DELIVER: DELIVER ON THE PROMISE

• Impact Sales & Lifetime Guest Value by completing a Courtesy Inspection (CI) and reviewing Scheduled Maintenance for every GUEST, EVERY time

• Deliver on our PROMISE TO GUESTS by "DOING IT RIGHT" and always delivering quality work, with consistent focus on Guests, Teammates, and Vehicle Safety.

• Staffed & Scheduled For Success

  Yes

  No

• Quality Courtesy Inspections

  Yes

  No

• Show & Tell

  Yes

  No

• Provide Timely Guest Updates

  Yes

  No

• Complete All Work On-Time

  Yes

  No

• Do It Right!

  Yes

  No

DELIGHT: GUEST RETENTION

• Quality Guest Checkout/ Vehicle Delivery

  Yes

  No

• Exceed Exceptions/ ASK for a Review

  Yes

  No

• THANK YOU

  Yes

  No

• Post-Service Follow-up

  Yes

  No

4D EXCEPTIONAL GUEST EXPERIENCE WRAP UP

• Operations Forward-GOAL: Operate high performing auto service & tire stores, delivering industry-leading GUEST loyalty and profitable growth.

• BUILD OUR BRAND & OPTIMIZE OFFERING

• Flawlessly executes brand standards and acts as the face of our brand in your community

  Standard

  Opportunity

  Concern

• STRONG ENGAGED TEAMS

• Attracts, Hires, Trains, Develops & Retains the Best People

  Standard

  Opportunity

  Concern

• OPERATIONAL EXCELLENCE

• Embraces best-practice processes & disciplined policies adherence to drive quality and efficiency

  Standard

  Opportunity

  Concern

• EXCEPTIONAL GUEST EXPERIENCE

• Organizational Shift from transactional to relationship building Guest experience & Lifetime Guest Value.

  Standard

  Opportunity

  Concern

OBJECTIVES

• STORE VISIT ACTION PLAN

• 1. Improve conversion rates

• 2. Improve Customer Satisfaction and Retention

• 3. Identify Opportunities

• 4. Strive for Continuous Improvements

• Store Manager

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• Franchise Operation Manager

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