DealersEdge Professional Forums

I am looking different ideas on the best way to track declined maintenance and repair sales, so I can call them after so many days to ask if they have had the work done yet.
Thanks,Mike

[This message has been edited by KLINK (edited 05-02-2008).]

Mike:
I recommend a daily report by op-code for SNS (Still Needed Services) 1) Severe service: As in brakes or safety components, leaking components, severe duty cycle fluid services 2) SNS that arent safety or adversely affect vehicle performance such as cabin filter, tire rotation, minor maintenance.
Develop word tracks (I have some if you want them) for a 24 hour follow-up on severe service and 7 day follow-up on non SNS.
Have advisors make contacts and review the outcome with you on a daily basis. Consider
advisors contacting each others customers. You will find out alot of great things here in terms of what your customers perceptions and reasons for declining services were which will allow you to continue to train each advisor accordingly. Plus and most importantly you will continue to build relationships with your customers that keep them coming back and selling higher levels of service the right way for life

Very good ideas and exactly what I was loking for. I was planning on having one of my ldwriters that is moving into the BDC on Monday as a Service employee to field service department phone calls, contact specal order customers, etc. do the follow up calls. Sheis very personable but was not god at the actual selling of services. I would very much appreciate the word tracks. email them to (leave out the spaces)
mkbremer @hotmail.com

What I do is use a op code as rec1 on the ticket and list all items that were recommended to the customer. Then at the end of the month, I pull all those op codes,and I have generated a personalized letter that we use as a suggestion letter and mail it out to the customer.Last month for instance, I had a 27% return on those letters. With a slow economy, believe me, it helps.

Dwepending on your DMS. With REY & REY I know you just put the recommendations in the reccomendation close out screen in 3651 and then just run a report to pull that info. ADP which is what I am on now- I dont know how to do it, I just know it is not as clean as REY& REY.

Another thing the customer signed "declined maintenance/repair" line could potentially do, is help you CYA in case someone would want to come back on you at later date and blame you for not recommending or repairing their vehicle.

[This message has been edited by sp7128 (edited 05-09-2008).]

My hesitation on the signiture on the declined repair line is what liability are you opening yourself up for if even with a signiture you let a customer drive off of your lot with no brakes, ect. ?

BTK
Can you tell me more how the recommended close out works on R@R?
Thanks,Mike

I am about 8 months removed from REY/REY but in the RO close out screen-3651- there is a reccomendations line (I believe # 20) If you put your recoomendations in there, I believe report generator has a canned report for picking up recoomendations-either that or I created one that you could pull via date range or whatever criteria you want, and it looks cleaner on the repair order

To supplement what BTK stated:

The Recommendations screen in R/O Close Out (3651) or R/O Review (3656) may be used to record recommendations for repairs that should be made to the vehicle that the customer has declined to approve at this time. The Recommendations line will display a Y to indicate recommendations have been entered. Recommendations print on the invoice and will also print on the next workorder (between Recommended Services and Service History) created for the vehicle. Recommendations are also stored in service history.

To enter recommendations, follow these steps.

Enter 20 from the command line in the R/O Close Out screen (3651).


Enter A to add recommendations.
Enter your recommendations.
NOTE: There is no limit on the number of lines you may enter. All lines print on the invoice, but only the first line prints on the next repair order.

Press RETURN at a blank line to access the command line.
Enter E to return to the R/O Close Out screen.
NOTE: The Recommendations line displays a Y to indicate that recommendations have been entered on the R.O.