CUSTOMER RECEPTION, WALK AROUND, WRITE-UP

• Conducted on

  Date

• Prepared by

• Franchisee

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• Market

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• Location
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CUSTOMER RECEPTION, WALK AROUND, WRITE-UP AND INSPECTION INTRODUCTION BEST PRACTICES

• Greet Customer at vehicle within 60 seconds of arrival

• Yes

  No

  N/A

• Train all personnel that interface with Customers to be friendly and courteous

• Yes

  No

  N/A

• Check Warranty Information, Extended Service Contracts, warranty history; confirm if current owner is original owner

• Yes

  No

  N/A

• Check Maintenance Alerts

• Yes

  No

  N/A

• Identify deferred services from prior visit(s)

• Yes

  No

  N/A

• Pre-write Repair Orders for scheduled appointments

• Yes

  No

  N/A

• Recommend a Complimentary Inspection to every Customers at every service visit

• Yes

  No

  N/A

• Perform a Walk Around Inspection with every Customer to identify service items or existing vehicle damage

• Yes

  No

  N/A

• Install all vehicle protective covers and mat in Customer’s presence

• Yes

  No

  N/A

• Inform Customers of importance of having all open campaigns and recalls completed during current visit

• Yes

  No

  N/A

• Interview each Customer, Actively Listen to their concerns and document concerns on the Repair Order

• Yes

  No

  N/A

• Verify existing Customer contact information (name, address, phone, email and text)

• Yes

  No

  N/A

• Ask every Customer for their preferred method of contact (email, phone or text)

• Yes

  No

  N/A

• Give comebacks highest priority

• Yes

  No

  N/A

• Require the Service Manager to be personally involved with all comebacks and repeat repairs

• Yes

  No

  N/A

• Personally escort Customers to lounge, cashier, restrooms and vehicle delivery

• Yes

  No

  N/A

• Store Manager

  Sign

• Franchise Support Manager

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