The Daily Felt-Tip Review: A Service Manager's Secret Weapon for Driving Performance

I've seen countless service departments struggle with accountability and process execution. Today, I'm sharing one of my most powerful management techniques – the Daily Felt-Tip Review. This simple yet effective method has helped dealerships nationwide increase their effective labor rate and customer satisfaction scores.

The Hard Truth About Service Department Management

Let's face it: without consistent oversight, even your best team members may drift from established processes. As I often tell my clients, the best sales process is worthless without accountability. But how do you maintain standards without micromanaging? That's where the Daily Felt-Tip Review comes in.

The 30-Minute System That Transforms Performance

Step 1: Document Review (15 Minutes)

• Pull approximately 24 repair orders from the previous day

• Use a felt-tip marker (yes, specifically a felt-tip) to note:

  • Process adherence

  • Sales opportunities

  • Technical accuracy

  • Customer communication

  • Success stories

Step 2: One-on-One Reviews (15 Minutes)

Conduct brief, focused meetings with advisors and technicians to discuss:

• Specific wins to celebrate

• Areas for improvement

• Process refinement opportunities

• Performance expectations

Critical Checkpoints for Revenue Generation

1. Menu Presentation

• Proper pricing display

• Service options clearly outlined

• Maintenance menu attached

2. Multi-Point Vehicle Inspection (MPVI)

✓ MPVI operation code on RO ✓ Physical inspection form attached ✓ Complete documentation of:

• Brake measurements

• Tire tread depth

• Battery health

• Additional observations

3. Customer Communication

• Updated contact information

• Communication preferences noted

• Service history reviewed

• Follow-up strategy documented

4. Sales Process Documentation

• Prioritized estimates prepared

• Category totals clearly shown

• "Plan B" options outlined

• Service approvals/declines noted

• Follow-up plans for declined services

Implementation Keys for Success

1. Consistency is Critical

   • Review ROs daily without fail

   • Maintain regular feedback sessions

   • Track improvements over time

2. Balanced Feedback

   • Celebrate wins first

   • Address improvements second

   • Explain the "why" behind processes

   • Connect actions to rewards

3. Progressive Accountability

   • Start with coaching

   • Document improvement plans

   • Escalate when necessary

   • Recognize positive changes

Real Results from Real Dealerships

Service departments implementing the Daily Felt-Tip Review consistently see:

• 20% increase in effective labor rate

• Higher multi-point inspection completion rates

• Improved customer pay sales

• Better CSI scores

• Increased team engagement

Why the Felt-Tip Method Works

The physical act of marking up repair orders creates:

• Stronger mental engagement

• Better retention of details

• Clear documentation trail

• Visible commitment to improvement

Take Your Service Department to the Next Level

The Daily Felt-Tip Review is just one of many proven management techniques I share in my comprehensive fixed operations training program. If you're ready to:

• Increase service department profitability

• Improve process adherence

• Enhance team performance

• Build a culture of accountability

Contact me to learn how we can implement these strategies in your service department.