Improving One-Line Repair Orders

On a recent Friday at a dealership I was visiting, we had a deep dive into some critical metrics surrounding sales growth. One particularly striking point was the prevalence of One-Line Repair Orders (ROs) on vehicles over 30,000 miles. The realization was a tough pill to swallow—77% of our ROs were single-line! However, I firmly believe that with increased awareness, deliberate action, and coaching, we can significantly improve these numbers.

The key focus that day was a fundamental but often overlooked practice: Spending Quality Time with the Customer Reviewing the Findings of the MPI. The key takeaway? Speed is crucial in service, but not when we are presenting information to our customers. In these crucial moments, we need to slow down, eliminate stress from our demeanor, and genuinely engage.

These 12 steps are foundational but critical to ensuring 100% success. Use them as a grading tool for your Advisors and coach them toward greater execution!

1. Perform a Quick Walkaround with the Customer

Establish Rapport & Gauge Customer’s Intentions for Long-Term Ownership

Engage the customer by asking, "How long do you plan on keeping your vehicle?" This question provides insight into their long-term maintenance mindset and allows you to tailor recommendations accordingly. During this time:

• Inspect tires and wipers.

• Check for pre-existing damage.

• Document all findings for reference.

This quick engagement not only builds trust but also sets the stage for the MPI review later.

2. Offer Needed Maintenance at Write-Up for Express Customers

Have a Game Plan Before They Arrive!

A pre-write-up process should be standard for every appointment. Check the vehicle’s service history and proactively identify needed maintenance items. When they arrive, have a bundle ready and present it upfront. This eliminates the “surprise factor” and makes approvals smoother.

3. Secure an Assumptive Approval for the MPI

Set Expectations Early

Never assume the customer knows the MPI will be done. Instead, state:

Setting this expectation reduces the likelihood of objections later when presenting findings.

4. Inspect the Car First – The ¼ Time Rule

Deliver MPI Results Quickly

The goal is to return to the customer within the first 15 minutes of their arrival with the MPI results. This keeps the service process moving efficiently and resets the customer's expectations for the timeline of repairs.

5. Prioritized Estimating – Organize the Estimate Properly

Structure Matters!

Even if the technician does not recommend something, if it is past due by mileage, offer it! Structure your estimate in a clear, prioritized manner:

• Prime Concern – The service or repair they came in for.

• Needs Right Now – Immediate concerns (anything flagged as RED on the MPI).

• Maintenance – Preventative services that are due or overdue but can wait if necessary.

(Interested in software to streamline this? Let me know—we have solutions!)

6. Use the "Related To" Principle

Sell Solutions, Not Individual Items

Instead of saying, "You need new tires, and we also recommend an alignment," say:

Bundling services makes them more logical and increases acceptance rates.

7. Grand Total First – Sell It as a Package

Avoid Breaking Down Individual Prices

When presenting the estimate, give the grand total first and then pause. Do not break down parts and labor unless asked. Instead, present the total investment and let the customer respond first.

8. Be Aware of Your Presentation Environment

Choose the Right Setting

If the service estimate involves a significant amount of money, step aside from the busy area to present it privately. This ensures the customer can focus on your recommendations without distractions.

9. Good News First!

Set a Positive Tone

Before diving into needed repairs, highlight something positive:

Even if there’s nothing urgent, make a big deal about a clean MPI! Customers appreciate when their car is in good shape.

10. Leave the Estimate & MPI with the Customer

Encourage Thoughtful Decision-Making

If a customer declines a service, leave the estimate and MPI form with them during the review process. Sometimes, they will reconsider after reading through the recommendations.

11. Use Reminder Op Codes for Declined Services

Keep Track of What They Declined

By coding declined services properly in the system, you can bring them up at the next visit. This serves as a reminder for both you and the customer.

12. Remind Customers About Previous Declined Services

Advising is About Repetition

Many customers do not approve recommendations the first time they hear them. Repetition is key! Bring up previously declined services at both write-up and after the next inspection, always structuring them in a prioritized manner.

Timing is Everything!

How and when you deliver this information is just as important as the information itself. While we may not always have full control over timing, it’s crucial to slow down when presenting and ensure the customer fully understands their vehicle’s needs.

Taking a few extra minutes to engage with customers in a meaningful way can significantly impact both trust and sales. Master these steps, and you’ll see a noticeable improvement in both customer experience and revenue!