It begins with the first call to set the service appointment for the vehicle. Proper planning and preparation are critical to service department success, so the best dealers start with effective use of a service pre-work order during the phone call.

HOW TO GET STARTED: When the customer calls for a service appointment, it is recommended that you conduct a complete service write-up, known as the pre-work order, to document the facts just as if the customer were standing in front of you. This will actually save time during the write-up process when the customer enters the service drive and will also allow more time for selling (i.e. a proper walk-around).

WHY USE A PRE-WORK ORDER? The person calling the dealership is almost always the primary driver of the vehicle. The primary driver knows the symptoms and can explain exactly what he/she is experiencing. All too often, the individual dropping off the vehicle for the appointment is not the primary driver, and if not, may be in a hurry to leave.

Make sense? An honest-to-goodness pre-work order process, that actually controls arrival times and obtains the proper information up front, will reduce time spent in line at the service counter. Taking control of the service lane isn't rocket science it's just good common sense and it all begins with utilizing an effective Pre-Work Order process.