 Unfortunately the service advisor had no way to prove otherwise since he had not performed a Walk Around of the customer’s vehicle during the write up. And if you think looking for damage is the only good reason to do a Walk Around, think again. Here are some additional things you might find by performing this all too important step:
- Cracks in windshields
- Worn wiper blades
- Tires worn past the wear bar (a real safety issue)
- Broken or cracked tail or headlight lenses
- Upholstery and carpet tears or stains
- Cracked or broken moldings
And all these things add up to potential profits! In fact, some dealers have created an entirely new profit center out of small dent and body repairs combined with detailing services. Those who don’t can still profit big by utilizing vendors for these and other services. Consider the above situation. Without a walk around, the shop was sure to lose money and a repeat customer-not to mention getting a low satisfaction score.
But with a different process in place, look what happens:
Service Advisor to Customer:
I notice you have a few door dings. We offer a service that can take care of up to 3 small dings like this for only $90.00! Would you like us to take care of that while you’re in for service today? Performing a Walk Around not only saves you money, it can make you money too! |
