Page 39 - Summer 2025
P. 39
“Car broke, car
fixed” type notes
convey no value
and are a major 39
source of customer
dissatisfaction.
• Better Communication & Collaboration: The process improves alignment
among advisors, techs, and managers and enables data-driven decision-mak-
ing based on facts. If it’s not on the RO, it didn’t happen.
What to Look for in Each Repair Order
Each RO serves as both a record and a reflection of your team’s performance. Key focus areas
include:
Completeness of Documentation
Every RO should include the 4 Cs:
• Concern – What the customer reports
• Cause – What was found
• Correction – What was done
• Confirmation – Proof the issue was resolved
Keep in mind that in most situations, a completed repair order is the customer’s only tangible
takeaway from their visit—along with their perception that the job was done right. Clarity and doc-
umentation are critical and reinforce the value in what was performed. “Car broke, car fixed” type
notes convey no value and are a major source of customer dissatisfaction.
Compliance with Pricing and Discount Policies
Are advisors following grid, maintenance, and competitive pricing strategies?
Review discounts applied and pricing adjustments—advisors are always trying to find “creative”
ways to bend policy. The RO review is your chance to catch and correct these.
On The Move 2024
