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Make sure Customers are reminded of their Recommendations/Declined Jobs

A well defined and implemented Vehicle Pick up Process makes selling jobs easier at the next visit

It is crucial the customer leaves your shop knowing what work is needed next time. AutoVitals CRM will send the right message at the right time to maximize your chances of selling outstanding work. This can only happen if you document and date the work needed in your SMS, so be absolutely sure this is being done at pick up!

Solution

To make sure your customers know what work is needed next!

The reason it is so important to make sure your shop follows this process is to enable AutoVitals to send correct job information to your customers. The more accurate and personalized recommendations you can make, the more appointments you will get from service reminders.

 

In addition to the service reminders, your customers will also see these needed jobs in the MyCarVitals mobile app and the online Service Center account. A little bit of time invested up front goes a long way!

 

RO Writer

AutoVitals can automatically detect and pull declined jobs, if you wish (check with your Product Adviser to make sure this is configured correctly for your shop). The problem with using ROW declined jobs is you cannot add a due date, so your declined jobs will only be sent as service reminders when the motorist comes due for Regular Maintenance. This leaves you unable to customize when the motorist will get the reminder for the specific job.

The BEST way to remind your customers of needed work is through the RO Writer Checklist feature. This is best because you can add the number of days till the service is due so AutoVitals will send a service reminder email when the specific service is due, so the motorist is reminded of the right job at the right time. See how to do this below:

row-checklist

You can also add service recommendations by 1) clicking on “Service Requests” tab on the bottom, then click ‘add request’.

row-add-serivce-recs

 

AllData Manage

In AllData Manage, there is no concept of “declined jobs”. Simply mark the jobs you want the customer to be reminded of at the next visit by following these instructions:

Once on the RO, you will see all jobs that have been recommended. Any checked jobs are approved, and the unchecked jobs are not approved. The unchecked jobs will be turned into recommendations automatically. ad-unchecked-jobs To review all recommendations for that vehicle, click Add Job > then click Recommendation ad-add-job

There, you will see all of the recommendations (previously declined jobs) for that vehicle.If you checked these recommendations, they would be added to the work order. Leaving them unchecked means they still need to be done later and will be picked up by AutoVitals.

ad-rec-list

Repair Writer

In Repair Writer, there are two methods by which the service adviser can add Service Recommendations for AutoVitals to pick up.  There is no “declined jobs” concept in Repair Writer, all recommendations for the next visit are known as Service Recommendations in Repair Writer.

Option 1: Look up the Repair Order

1A. By going to the Repair Order List, you can search the work order and then double click it

repair-writer-ro-list

1B. There will be a Service Recommendation box and here you can type in a description of the work the motorist needs at their next visit. Anything typed here will be pulled into AutoVitals and be sent as a Recommended job in the motorist’s Service Reminder email. These Service Recommendations are also shown on the estimate and invoice.

repair-writer-service-recs

Option 2: Add Service Recommendations when closing invoice. 

2A. Add Service Recommendations through the Finish button when closing out the invoice. Simply click the Finish button

repair-writer-finish-button

2B. Then, add or edit the Service Recommendations and click the “Add Recommendation Information”

repair-writer-list-2

Please also make sure that you are using one of the two options below to separate recommendations. If not, then everything listed in the Recommendations field will be listed as 1 single recommendation, rather than multiple.

  1. Separate each job by using two asterisks together,  “**” . Ex: **Replace Timing Belt**Check brake pads***
  2. Use a dash with a space on each side of the dash ” – ” Ex: Replace Timing belt – Check brake pads

Using a “**” or ” – ” in between jobs will tell AutoVitals that there are separate recommendations, rather than just 1 long recommendation.

MaxxTraxx

1. Start with the service counter page and double click on the motorist. This will take you to the Repair Order page. rods-ro-list

2. Look at the work order and right click on the job you would like to add as a recommendation, and a menu will come up and select “delete this vehicle problem/request for service”

rods-delete

3. A pop up will come up asking what you want to do with this reason for service, select “Save as a recommended service”

rods-confirm-rec

4. Then confirm that that is the recommended service you would like to add

rods-confirm-2

5. Once you clock OK, another pop up will show asking you to choose a due date for your Recommendations. You can choose days, years miles, or a specific ODO when the service is due. AutoVitals will send the service reminder email out based on this date.

rods-confirm-date

NapaTracs Enterprise

Just like in Napa Tracs Legacy, there are no declined jobs in Napa Tracs Enterprise.

From the Work Order list, click on the name of the customer you would like to add recommendations to.

enterprise-wo-list

Then, you will see any jobs associated with this work order. Right click on the name of the job you want to.

enterprise-move-to-rec-serv

This will take you to the Recommended Service List. If you want to customize the due date of this service, click on the service to edit the Deadline to Perform Service. AutoVitals will send out the service reminder email according to this date.

enterprise-add-date

NapaTracs Legacy

In NAPA Tracs, there are two ways to add a job to the list of recommendations for that vehicle. The first way is to add it from the open RO or Sub-Estimate. The Service Advisor should first open the repair order or Sub-Estimate, then right-click on the job in the list of jobs. Then, select “Move Items to Recommended Service”:

tracs-1

Then (1) Click on the job and make sure it is highlighted in the list, and (2) click “move”:

tracs-2

The second way to add to the list of recommendations is by opening the vehicle, going to the list of recommendations (shown below), and adding a new job, part or note.

tracs-3

VAST

VAST only has declined jobs, there is no way to add a recommended service.

Simply click the job you want to decline from the work order, then hit the Decline button.

vast-decline-2

Winworks

In WinWorks, the Service Advisor should open the Work Order, then click on “Recommendations”. This will open a pop-up window where he or she can ‘recommend’ the declined job:

winworks

 

Please also make sure that you are using one of the two options below to separate recommendations. If not, then everything listed in the Recommendations field will be listed as 1 single recommendation, rather than multiple.

  1. Separate each job by using two asterisks together,  “**” . Ex: **Replace Timing Belt**Check brake pads***
  2. Use a dash with a space on each side of the dash ” – ” Ex: Replace Timing belt – Check brake pads

Using a “**” or ” – ” in between jobs will tell AutoVitals that there are separate recommendations, rather than just 1 long recommendation.

YES/Pace

In YES, select the applicable vehicle from your list of Pending Service Orders and view the “Estimate Billing Detail”. Then right-click the job that was declined and should be made into a recommended service:

yes1

A pop-up will appear to create the recommended service. Confirm the information, then click ‘save’:

yes-2

Mitchell

In Mitchell, the Service Advisor should open the RO, then click the “Vehicle” tab and “add” the declined job as a recommendation, as shown here:

mitchell

Please also make sure that you are using one of the two options below to separate recommendations. If not, then everything listed in the Recommendations field will be listed as 1 single recommendation, rather than multiple.

  1. Separate each job by using two asterisks together,  “**” . Ex: **Replace Timing Belt**Check brake pads***
  2. Use a dash with a space on each side of the dash ” – ” Ex: Replace Timing belt – Check brake pads

Using a “**” or ” – ” in between jobs will tell AutoVitals that there are separate recommendations, rather than just 1 long recommendation.

Lankar

Once you have estimated the recommended jobs on the work order, simply double click in the Skip box to mark the jobs as declined.

lankar-recommendations

 

Current Process

Without Retention, the only chance the shop has of reminding the motorist of the jobs needed next time is at vehicle pick up. While this is an important to do, alone it is often not enough to get the motorist to remember and come back in for those jobs, since the communication reinforcing the jobs needed once they leave the shop is at best inconsistent, and at worst, nonexistent.

Best Practice
  • Implement the Customer Pick up Script. This will make your Pick Up experience and complete for each motorist.
  • Before the invoice is posted, document in your SMS which jobs are needed at the next visit with a due date. The instructions for each POS can be found above.                                                                                                                                                      **PLEASE NOTE** Changes made to recommendations and declined jobs in your POS AFTER the invoice has closed will not be detected by AutoVitals. The reason for this is because the service adviser needs to follow the best practice of telling the customer what work is needed next at Pick Up. If the service adviser changes this info after the fact in the POS, this jobs listed in the service reminder will not match what the service adviser said at Pick Up.

 

Quantified Benefits

By documenting in your SMS declined jobs and recommended work, your customers will get a consistent, timely reminder of needed work at key touchpoints, including:

This will lead to customers having more confidence in your recommendations and more recommended work being sold.

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