When it comes to inspection forms, the fewer number of items the better. Fifty or 30 points may be too much for a technician to get to in a reasonable amount of time, but too few could leave the customer wanting more. Depending on the type of business you have, 15-20 items could be the sweet spot. The form should concentrate on the safety items first and then move on to the preventive maintenance items. If your shop services specialty vehicles like hybrids or diesels, develop special forms that can best meet the needs of the customer, car and technician.
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A recent consumer survey by Spectrum Research found that seven out of 10 people would be very likely to replace their battery if they knew it was going to fail in the near future. No driver wants to be stranded with a dead battery, and no technician knows where or when a battery will fail. It could be when they are running late or on the way to the airport; nobody can predict a failure. Make checking the battery a part of your normal inspection routine.
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Notes in a customer’s repair file can be some of the best diagnostic and sales tools in your arsenal. Documenting the thickness of the brake pads or the condition of the battery can help you make the sale today and sales in the future. Even notes on if a dye was put into a system can help diagnose a vehicle faster.
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When you are giving any service recommendation, it’s important to repeat any concerns that your customers have shared back to them. This will not only let your customers know that you were paying attention when they were speaking to you, but will communicate that you truly understand the positions that they are in. This sends a powerful message to your customers that you have carefully considered their situations and have recommendations based on what you feel is best for them. The fact that you’re recommending the repair because of their primary concern will help put your customers at ease, and will help them make the right decisions for the right reasons.
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Always look for areas where unfiltered air has made its way past the filter. This can indicate that the housing is damaged or the customer has left the filter in for too long and a restriction has caused negative pressure to build up behind the filter. This excessive negative pressure can distort the filter and cause the seals on the edge to distort and leak.
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