Page 40 - Summer 2025

Service Advisor Performance Metrics
Track KPIs like average RO value, customer wait time, use of additional service recommendations
(ASRs), and closing rates. There are obviously reports in the DMS that can help track these met-
rics, but actually seeing it on paper can reveal inaccuracies or missed accounting.

Use this data for training, coaching, and accountability in daily or weekly meetings.

Neglected Opportunities for Recommendations
Review ROs for time and mileage-based maintenance suggestions.
Look for underutilized tools like multipoint inspections—especially if digital systems aren’t in
40 place.

Customer Communication and Satisfaction

Did the advisor clearly explain the recommendation?

Was the customer updated during the service?

Did the advisor collect or correct customer contact info, including email and update times?

Did the technician test drive the vehicle and record out mileage? A comeback that has only been
driven one mile after repair has a very high probability of being another.

Legal & Compliance Issues
Check for required signatures during write-up and checkout.

Confirm that OEM recall and warranty checks were performed and documented.

How to Implement a RO Review Process

Set Documentation Standards
First, define the required paperwork and key information that must be included
on repair orders. This includes manufacturer printouts for warranty, service history
reports, prewrites, etc. It can also include required decline lines and warranty parts
call-back stamps.

Communicate Expectations and Standards
Ensure all team members understand what will be reviewed and why it matters.

Commit to Being Consistent
Begin with 10 ROs per day for the first month. Once habits are formed, reduce as needed.

Use a Grading System
Implement a standardized RO grading sheet that records missed information and opportunities on
the repair order. Optionally, log findings in a spreadsheet. This spreadsheet can log neglected op-
portunities (services) that weren’t discussed with the customer and show the amount of revenue
lost.

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