Improving One-Line Repair Orders

In the fast-paced world of automotive service, there's a critical metric that often gets overlooked: the one-line repair order (RO). During a recent dealership visit, a stark revelation emerged—77% of repair orders were single-line entries over 30,000 miles. This isn't just a number; it's a missed opportunity for both the dealership and the customer.

The key to transforming these statistics lies in one powerful approach: spending quality time with your customer reviewing the Multi-Point Inspection (MPI) findings. It's about mastering the art of slowing down when it matters most.

8 Strategic Steps to Elevate Your Customer Interaction

1. Secure Upfront Approval

Begin with an assumptive yet transparent approach: "While we have your car, we'll perform a comprehensive courtesy inspection. If our technicians find anything noteworthy, I'll discuss it with you. Is that okay?"

This simple statement prevents surprise and sets the stage for open communication.

2. Swift and Timely Inspection Delivery

Aim to present MPI findings within the first 15 minutes of completion. This quick turnaround demonstrates efficiency and respect for the customer's time while ensuring fresh, relevant information.

3. Prioritized Estimating

Create a strategic, mileage-based estimate that considers:

• The customer's primary concern

• Immediate safety-related needs

• Preventative maintenance opportunities

Pro Tip: Even if a technician doesn't explicitly recommend a service, consider suggesting items due by mileage.

4. The "Related To" Selling Technique

Integrate related services seamlessly. Instead of saying "we recommend," try: "We'll replace your tires and perform a four-wheel alignment to ensure optimal performance."

5. Simplified Pricing Presentation

Skip individual line items. Present a comprehensive total price with one clear option. After presenting, pause and let the customer respond.

6. Create a Comfortable Consultation Space

When discussing significant repairs or recommendations, find a private area away from crowds. This approach shows respect and professionalism.

7. The Ying/Yang Communication Method

Sandwich critical information between positive statements:

• Start with something positive about the vehicle

• Present necessary repairs or services

• End with a forward-looking, reassuring comment

8. Follow-Up and Persistent Advising

• Leave the MPI and estimate with the customer during the review

• Utilize reminder operation codes for declined services

• Consistently revisit previous recommendations

Final Thoughts

Remember, timing and presentation are everything. While you can't perfect every interaction, each opportunity to improve matters. Your role isn't just to repair vehicles—it's to build trust, ensure safety, and provide value.

By implementing these strategies, you'll transform one-line repair orders from a statistic into an opportunity for exceptional customer service and increased dealership revenue.