Declined Work Tracking?

[topshop]

Do you track your declined sales so you come up with a "batting average" for your advisors?

If you do, how exactly do you do it?

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Tom Ham
AutomotiveManagementNetwork.com

[CMG]

Open up a declined work line.

such as customer offered preventative maintenance and declined. This could be done at write up. and have the customer sign that they declined. Then you could track this labour operation.

The work declined in the shop could be handled the same way or you could print off a quote on these and follow up unsold quotes.

just some ideas coming from a parts guy!

[gmar707]

When an RO is pre-invoiced (ADP) there is a white copy that will have identical story & comments with recommended but declined repairs and services and if the techs and advisors are doing their jobs the customer will be informed of these recommendations. We write about 60 cars a day & I review the preinvoices and give them back to the SA to revisit the declined repairs with the customer. The SA then returns them to me with notes. About 60% result in a scheduled appt. at that time. The contact is made 3-4 days after service and this also gives the SA less my-space & ebay time!

[btk]

Depending on your system, We use Rey & Rey
and you can go into report generator and build a report(there may be a canned report)that will track all recommended repairs by advisor number then it is simple math from there.

[Art_Mopar]

gmar707,
How many SA's do you have and who books your repair orders or adds the lines? I want to start using ADP'S declined service but it seems so time consuming and cumbersome that I feel it would be a hinderance rather than a benefit. Are you really converting 60% of your declined services?

[topshop]

OK...so now the question becomes what kind of numbers do you see?

We track this in detail (if the tech notes it, it is included) using QuickTrac. Some weeks the sales rates have been in the 70% range. Two weeks ago it was 39%...not a happy week.

What kind of numbers are your advisors posting?


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Tom Ham
AutomotiveManagementNetwork.com

[gmar707]

Art_Mopar
We have 3 advisors and write approx 60 ros a day, including LOFs. In past months they have posted a 2.0 & better hr per ro average. When an appt. is made and a subsequent RO is written, it simply references the prior RO# and the job can be given to the original tech. If the lube tech recommends the repair, he is awarded $1 per frh (usually 40 or 50 a month). So, to answer your question, there are no lines to ADD, only a new RO & the SAs book their own tickets. Through my review, I can also look at who discounts, tech notes, and various other adjustments. And yes, it is cumbersome but it's amazing what you can learn about your staff from the ROs. (and they know you are watching!)

[Art_Mopar]

So, just so I'm straight. I assume your Advisors are listing the declined/recommended services by adding a story and not by adding the physical line and then tracking it through ADP'S declined service feature and you are reading the repair order and then having the same Advisor follow up. If this is the case how are you measuring the percantages and keeping track of the declined work? My Advisors also average over 2.0 per repair order and are adding declined work to the story line but thats about as far as we go with it. I also review every repair order and see what has been turned down, I am looking for the best way to track, measure, and follow up with declined work, unfortunately ADP'S declined work seems very cumbersome.