The Service Manager's Checklist for Delivering Bad News on a Failed Inspection
A service manager's job when delivering bad inspection news is to stay calm, present the facts without spin, give the customer a clear path forward, and protect...
Service Manager's Checklist for Communicating a Factory Recall Update
A service manager's recall communication checklist should include verifying recall details through the manufacturer portal, identifying affected vehicles in you...
Service Manager's Checklist for Presenting a Multi-Point Inspection to the Customer
A service manager presenting a multi-point inspection should follow a structured checklist: prepare the RO with clear line items before the customer arrives, wa...
Service Manager Checklist: How to Perform a Professional Walk-Around at Check-In
A professional walk-around at check-in means systematically documenting every visible exterior and interior condition issue—dents, scratches, fluid leaks, tire ...
The Service Manager's Checklist for Writing Up a Repair Order
A solid repair order write-up starts with listening to the customer's complaint, documenting the vehicle condition on arrival, then matching the problem to the ...
The Service Advisor's Checklist for Recovering a One-and-Done Service Customer
A service advisor's recovery checklist for one-and-done customers starts with pulling the complete service history immediately after the RO closes, identifying ...
Service Advisor Checklist: Running a Same-Day MPI Workflow
A same-day MPI workflow starts the moment the vehicle arrives: verify the customer's approval to inspect, document the vehicle condition with photos, run the fu...
The Service Advisor's Checklist for Writing Notes a Technician Can Actually Use
A service advisor's notes should be written for the technician—not the service manager or the customer—with specific vehicle details, the exact problem the cust...
The Service Advisor's Checklist for Improving CSI Scores Quarter Over Quarter
CSI scores improve when service advisors consistently execute three fundamentals: collecting comprehensive feedback at the point of service (not days later), ad...
Service Advisor's Checklist for Reviewing a CSI Survey Result
A service advisor should review CSI survey results by checking the overall score first, then drilling into specific categories (technician performance, cleanlin...
The Service Advisor's Checklist for Dealing With a Goodwill Repair Request
A service advisor handling a goodwill repair request should verify the vehicle's warranty status and repair history, confirm the customer's issue with a test dr...
The Service Advisor's Checklist for Keeping a Tight Promise Time
A tight promise time starts the moment you write the RO. Your checklist should verify that the customer's arrival time, your team's capacity, parts availability...