How to Manage Motorists' Expectations

This training series will help you manage customer expectations in your shop. Proactive and efficient communication with the motorist increases approval rates, reduces the amount of “is my car ready yet” calls your shop receives, and reduces customer anxiety giving them a better experience in your shop.

Before beginning the training series, makes sure you have your Today’s Vehicle Page up and that you are in workflow view. Additionally, create a test vehicle as a new work order in your Point-of-Sale and

• Set the customer name to “Blue Steel”
• Put your cell phone number for the phone number
• Copy and paste WMWSU3C50CT541264 and use this as the VIN #
• Create a labor line: inspection
• Do not assign a technician in your point of sale

Part 3 covers how to review the service history of a customer’s vehicle in order to have a meaningful drop off conversation.

How to review previous inspections with a customer at drop off:

1. Go to Today’s Vehicle Page
2. Click on the magnifying glass
3. Click on “Service History and OEM Recs” to bring up past inspections
4. Click on a previous inspection to review with the customer

In part 5 find out what the workflow status notification looks like from the motorist’s end and how the motorist navigate this notification.