When we train our service advisors, we tell them to always take notes when talking with a customer, be it on the phone or at the counter. Not only does this show our customers that we care enough to listen to their every word, but it’s a great way to make sure that our service writers don’t miss information that the tech might need.
What we can’t plan for, however, is the customer forgetting to tell us something important. Did they remember to tell us where exactly that strange sound originated from? Are there other issues with the car that they meant to ask about, but forgot when they got to the counter? A great service writer asking the right questions can usually get most of the necessary information from a customer. Because even the best service writer can’t remember to ask all of the right questions all of the time, however, we’ve created Check-in Forms and Driveability Worksheets.
In our shop, when a customer comes in for a repair, our service advisors narrow the customer’s concerns to a specific area of the car (brakes, for example). Our service advisor can then let the customer fill out a series of questions about all aspects of that specific system. By the time they’re done filling the form out, both the service advisor and technician know every aspect of what the customer feels is wrong with their car. This speeds up the diagnosis process, prevents miscommunication, and best of all, provides your service advisors and techs with instant professionalism that your customer will notice.
Our service advisors use these easy-to-print forms to create trust with our customers, and a customer that trusts us is one of the best ways we have of increasing sales at our shop.