Pre-Writing Repair Orders for Increased Sales and Satisfaction

The service department is often the most hectic place in a car dealership.  We try to get customers on their way as quickly as possible but, in the hustle, we can miss opportunities to point out important needs to our customers.

For example, when you go to the doctor’s office, when the doctor comes in he or she has already reviewed your chart and is familiar with your particular medical history before diagnosing your current issue.  Because of the doctor’s knowledge and preparation, customized care is provided.  You might receive particular medication that won’t interfere with other health issues you have, or your doctor might recommend you have a physical or flu shot based on your history.

Your service department should be no different!

I encourage my clients to combat missed opportunities by pre-writing repair orders.  This process not only helps your team feel prepared for the day ahead, but also offers many benefits to your customers!

Benefits of Pre-Writing Repair Orders:

  • Personalization – Your customers will know they are getting recommendations specific to them and their vehicle, not just a cookie cutter client intake experience.
  • Consistency – Customers will begin to expect this level of service during their visit, and be ready to hear your recommendations.
  • More Time With Customers – Completing research before a customer arrives means more quality time with them.
  • Increased Maintenance Sales – Taking the time to review client history, and doing it with every customer will lead to more opportunities for maintenance recommendations and sales.
  • Customer Retention – clients appreciate personalized care, and expect their auto service provider to be looking out for their best interests. Pre-writing R.O.s helps you do just that!

Not sure where to start?  I recommend that service advisors start by preparing the customer for these personalized recommendations by telling them about the process when the appointment is booked.  Then, take time to create a pre-write folder for each customer appointment with recommendations, and review it with them.  You can learn more about my recommended process here.

Taking some time before your customers arrive to prepare for their appointment will go a long way in improving your overall service provided!

Want to learn more about how to drive sales in your service lane?  Contact me today!
President, BestAutoPros
P.S. Check out my other blogs for more service department tips!
John Dillon
John Dillon
BestAutoPros President John Dillon has more than 30 years of experience in dealership operations. John’s extensive experience working with hundreds of dealerships gives him a solid advantage in prospecting candidates and tailoring business consulting to your dealership operation.

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