Скачать или смотреть 7. Senses And Writing Effective Repair Orders

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Hello, and welcome to Managing the Speed Bumps to your success. My name is Tim Marvel, your process design expert.

The topic today is about using your senses to create great Repair Orders.

The purpose is to help you tell better stories for more efficient, more effective flow of Repair Orders.

Here is why. A customer comes in because they have the pain of an issue with their vehicle. You get the opportunity to greet them and gather their information.

That information is passed on to someone who dispatches the work.

The dispatcher then assigns the work to the appropriate technician with the right knowledge and skill level to efficiently complete the Repair Order in a timely manner.

This only works well if we have done our job. Part of our job is to write a good story about the customers issue. A poorly written story could cause several issues.

It could cause the dispatcher to make a trip or call you to get a better understanding of the concern. If the dispatcher gives the repair to the wrong technician it could cause frustration and wasted time.

If it makes it back to the technician, they could have to call or come see you taking away from their productive time.

As you know when preforming a walk around is where we get and give information. I may begin by asking what brought them in.

I may follow up with how long they have noticed the concern. This leads to the important questions which relate to their see, feel, hear, smell, touch.

We use the information gathered to create the story.

We need the story to be relatable and clearly understandable as well.

So, how do I make stories understandable? I use my senses; see, feel, hear, smell, touch.

Let’s look at an example. A customer pulls on the drive and states, “I get a drip under my car every night on my garage floor when I pull it out.”

What's the best kind of questions we can ask? I say go back to your senses so that I can replicate what it is.

“Great. When you say you get a drip on your garage floor...how big is it? Is it big as a baseball or is it big as a basketball? So, give me an idea of how much we're talking about”.

“What color is it?” So, I'm using another sense, right? I'm using my eyes.

“What does it smell like, burned or anything?”

Do you see where I'm going with this? What if I did that with every RO that I wrote?

I know you're going to get the guy that walks in says, “Hey, I need an oil change and tire rotation? I need to get out of here. Can you do it in 15 minutes? And you're looking at him like, “Dude, I got a line out the door, probably not going to happen.

But, when I get those opportunities and I can really dig in and find out what does that mean to the client when they look at you and go, “Wow, this Service Advisor really wants to know what's going on. He really wants to fix my issue.

He's asking me things about what it smells like, look like, think about that.

So, next time you're walking around with a client and there's an issue, build rapport, and take time to build that good story.

Because then when you share the story with the technician, and they have a clear picture of what it is they are looking for, it makes us all more effective and more efficient.

Have a great day. Tim Marvel, your process design expert.

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