Many dealers and general managers begin their day with a walk through the service lane. Most want to see if their service bays will be full. Perhaps what they should be looking at is the efficiency of the service writer as they evaluate a customer’s vehicle. A proper walk-around can save time and identify unseen defects with the vehicle.
After promptly greeting the customer and learning why that car is in the service lane today, the service writer needs to do a thorough inspection of the vehicle. If this is done in a methodical manner, the service writer can gain the information needed like the VIN, plus identify additional maintenance items that the customer may be unaware of like worn tires and ineffective windshield wiper blades. These maintenance issues can be discussed with the customer in the service lane rather than in the customer lounge later.
A proper walk-around can improve customer satisfaction and increase the value of each Repair Order.