Fire Up the Multi-Point Inspection Process

[bsilcox]

Has anyone in the real world of vehicle service come up with a way to motivate the service team to buy in to the 99P Multi-Point Inspections, other than just making it part of the job or paying them. I am looking for ways to motivate a complete buy-in to the process. What ways are you using to motivate your teams to excel in this most inportant part of their daily job? Watching what is going on in the aftermarket with vehicle service we need to have as good as or better system to motivate our teams to sell needed services.
Thanks a Bunch for your input(:>).

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Robert "Bob" L. Silcox

[dew23456]

I started using the Goodwrench Inspection forms about a year or more ago. It was a little slow to start, but has gotten much better. Basically I told all tech's that it was necessary on all maintenance services performed.I do not add them to all jobs, just service work. Getting started is always the hardest part. I have worked at other places where the inspections started out paying .2 just to complete the form, and then dropped after the first 90 days. I don't think this is the best way- the inspections also stop at 90 days.
You must tell everyone that it is part of the service and it is required, or don't do any service work. I like to think of the inspections like gardening, you don't always get the fruit now, you have to plant the seed. It works!

[homesleym]

We use our own inspection form modeled on GM and some of the import franchises (red, yellow, green areas). We also added an op code for them: for instance, BNU (brakes needed urgently). This lets us track by advisor and tech and allows us to follow up with the customers. Another tool to use to get them back in if they left needing a critical repair. We run a list of the "urgents" 4-6 days after they were here advising them of the repair and contact them via postcard.

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[dew23456]

I like the idea of adding an op code to track and follow up on. How effective is this?

[homesleym]

Actually it works pretty good. You can see what each tech/advisor is doing and if there any anomalies or inconsistancies.

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[David Cates]

ADP has a feature and R&R might as well, that allows you to use codes to track denied work, etc..

It's a pretty simple process, as is using op codes, that will allow you to track and follow-up on denied work or suggested maintenance that the customer refuses during that visit

I like the feature, but have not seen it being used in a dealership. There may be reasons out there I don't know about for SA's not using it

[fordsm]

We pay the techs $1.00/hr extra on the upsell - for example if the job pays 2.0 hrs then the tech gets an extra $2.00 on that line - also it must be on a line that was added after the RO is generated. We pay the total for each tech at the end of the month in one lump sum check.---Also have the service advisors set up a follow up file system for the people who don't buy. They can have red, yellow, and green. Make red 1 month, yellow 3 months and so on - when its slow the advisors can call the customers to remind them what the readings were the last time they were in. It's very simple, basic and it works. After a while "the machine" feeds itself.

[swindy]

Get your customers involved... Post a sign at the Advisors desk and at the cashier that "if your advisor does not offer a Multi-point Inspection, ask for your free oil change coupon" and charge the retail price to the advisor!

Your customer will eagerly be waiting to hear the offer and then you can sell it, indicate they declined or whatever, but the Advisor will only forget once to try to sell it.