Accuracy in the repair order is another piece of the puzzle in delivering the customer’s vehicle back to them Within The Price Quoted. Several best practices steps will help to ensure the repair orders are complete and correct for the customer the first time. After delivering an accurate quote and getting the authorization from the […]
5 Pillars
Within The Price Quoted (Part 2)
The Pillar of delivering the customer’s car back to them Within the Price Quoted is a simple one in concept. But sometimes it is a challenge in delivery. We always want to have the customer see on their bill a dollar amount that is equal or less than what was agreed. Although Washington State law […]
Within The Price Quoted (Part 1)
Pillar 3 of our core values is delivering the vehicle to the customer Within the Price Quoted. The first two pillars we looked at, Fixed Right the First Time and Vehicle Ready when Promised, have to do with thoroughness, competence, passion for quality, and the drive to fulfill the customer’s expectation. This third pillar has […]
Vehicle Ready When Promised (Part 7)
It is important that we understand that this is a TODAY business. What this means is that the customer wants to bring their vehicle in today and get it back today. Often, they want it back in less than one day. Challenges with shop capacity, parts availability, scheduling, cars in the que in front of […]
Vehicle Ready When Promised (Part 6)
We have been discussing what impacts our ability to have our customer’s Vehicle Ready When Promised. As a reminder, the “promised time” is not the time the vehicle needs to roll out of the shop. The promised time is the time when the ENTIRE PROCESS is completed and the vehicle is ready for the customer […]
Vehicle Ready When Promised (Part 5)
Having our customer’s Vehicle Ready when Promised is a big challenge. Every day obstacles arise that we have to find ways over, under, around or through. We have to work together to be victorious! Honestly, we sometimes create our own obstacles. Other times the obstacles come out of no-where. The obstacles we create ourselves, we […]
Vehicle Ready When Promised (Part 4)
In our striving to have our customer’s Vehicle Ready when Promised, we can inadvertently create our own challenges. This involves putting obstacles in our own path or taking detours. Often times humans work really hard, but they are working on the wrong thing. What I mean by this is that sometimes people major in the […]
Vehicle Ready When Promised (Part 3)
What resources are at our disposal to help us get cars Fixed Right the First Time and be Ready When Promised? Vehicle history Xtime scheduling ELSAPro VW Google Mitchell On-Demand Technical Service Bulletins Tech Tips Techline QTM – Juan Garcia Each other Policies and procedures 90% + fill rate for parts On-line forums or enthusiast […]
Vehicle Ready When Promised (Part 2)
Our second pillar is Vehicle Ready When Promised. Many of the steps necessary to Fix Right the First Time are the same ones necessary for having the Vehicle Ready When Promised. Quality appointments are the starting point in everything we do. Without a quality appointment from which both the customer and ourselves know what to […]
Vehicle Ready When Promised (Part 1)
The second of our five pillars is Vehicle Ready when Promised. As with Fixed Right the First Time, Vehicle Ready when Promised involves everyone’s effort to be achieved. If the ball gets dropped by anyone along the way, the Vehicle Ready when Promised commitment to that particular customer is in jeopardy. Many of the steps […]