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Service Order Process from appointment to work order
Bonjour Brian Schumacher & Miles Westall,
De nouveau depuis mon adresse privée. Je suis les cours de la maison car le département la tâche au service ne me permet pas de les suivre au travail.
Je suis dans le module 2 et je me pose des questions. Entre autres vers la minute 30 de la vidéo.
Le déroulement d'une planification...
La prise de contact, et puis la création du bon de travail puis la planification à la cédule.
Dans notre département, les personnes en poste ne créent pas de bons de travail avant l'arrivée de la moto. Est-ce un bien ou un mal?
On crée un rendez-vous sur le planificateur Dealer vu (nom client, moto), puis on rédige le bon de travail au moment où le client arrive ou dépose la moto.
Etant donné que la direction m'a demandé de mettre de l'ordre dans les procédures, pensez-vous que nous pratiquons mal?
Enfin, j'avais envisagé avant le début des cours de ResultsGuru de créer de fiche (ou procédures), je suis content de voir que j'étais dans le bon. Avez-vous des modèles ou dois-je partir de rien?
Au plaisir,
Vincent
Hello Brian Schumacher & Miles Westall,
Back from my private address. I am taking the courses from home because the department task at the service does not allow me to follow them at work.
I am in module 2 and I have questions. Among others around minute 30 of the video.
The progress of a planning...
The first contact, and then the creation of the work order then the planning on the schedule.
In our department, the people in post do not create work orders before the arrival of the motorcycle. Is this a good or a bad thing?
We create an appointment on the Dealer Vu planner (customer name, motorcycle), then we write the work order when the customer arrives or drops off the motorcycle.
Since the management asked me to put the procedures in order, do you think we are doing it wrong?
Finally, I had considered before the start of the ResultsGuru courses to create a sheet (or procedures), I am happy to see that I was on the right track. Do you have any templates or should I start from scratch?
With pleasure,
Vincent
Hello Vincent,
Great question: Do we create the service work order in DealerVu first, or the appointment on the scheduler screen first?
The answer in plain form is: Absolutely create the Service Work order in DealerVu as the first point of contact and conversation with the customer. The appointment should be booked after the service work order is laid out and organized.
Here are two quickly typed scenarios from real experiences to justify:
- I was visiting another dealer and observed the service writers fielding phone calls from customers, "Good Morning, a rear tire?, sounds great! Friday at 9?, perfect!" and they created a service appointment on technician 1 for 9am for 1 hour. I asked the service writer how they planned to verify that the very last tire p/n: 43200045 TIRE,RR,180/55B18, M/C 81H, D407T, BW was going to be set aside for that client as it was only Tuesday and the rear tire for a touring bike is in high demand. Recently they went to back order and the dealer only had 1 left in inventory. The service writer shrugged and said we will see if it's still here Friday when we make the service work order.
- what if we sell the tire before he arrives? and he has a trip planned! and he's ridden 2 hours to get here! and he planned to wait around! Big fail.
- In our dealership we receive the same phone call but we have a strict process that works inversely to the above. "Good Morning, a rear tire? xx touring bike? sounds great! let's open a service work order, check name, number, bike is the correct one? great! now, 43200045 is my last tire, I'll add it to JOB 1, and mark it Hold for Parts (set tire aside), demand is high and they are on back order. How are your brake pads, etc etc, make job 2,3,4 as required. Any recalls? Yes! we require another 0.3hrs to complete recall sir". Ok, so Friday? Now that I know I HAVE the parts for you, and the recall time, I know I require 1.3hrs. Would you like us to do anything else? yes? oil change! another JOB 5, another 0.5hrs. Great! Ok we're at 1.8 hrs friday morning. I have a tech available. lets book the appointment linked to the service order". See you Friday. we now pre-stage tire, black oil filter, o-ring, and customer will have a great experience.
In the interest of answering your question I hope this illustrates why creation of the service order first is the correct way.
I respect that many dealers will have written their own processes for how they wish to do this booking sequence, do what works best for you. However, be thorough in advance of the customer arrival. My service writers have free time to discuss accessories and how their ride Fit, Performance, Style, and Function works for them upon arrival (upsell). They spend very little time face-to-face upon arrival looking up parts for previously discussed requests as that is already done.
I would be more than happy to explain more, or discuss how your dealer makes it work!
Bonjour Miles et merci pour ta réponse,
En effet commencer par le BT semble plus logique car cela permet de résoudre un grand nombre de démarches: Réserver le pneu (et plus) en facture pièce, le déplacer sur le BT ensuite a la création du BT (client présent). Ce qui entraîne un "blocage" du BT car double ouverture due au transfert etc...
Meilleure planification car le client a toujours quelque chose à ajouter par rapport au Timing prévu lors de l'appel.
Le tout est d'avoir du temps 🙂 seul c'est une petite gang.
Merci pour ton support
Thanks Vincent for your reply. Since you replied in French, I am added a translation to English of your response below:
Hello Miles and thank you for your answer,
Indeed starting with the BT seems more logical because it allows to solve a large number of steps: Reserve the tire (and more) in part invoice, move it on the BT then to the creation of the BT (customer present). Which leads to a "blocking" of the BT because double opening due to the transfer etc ...
Better planning because the customer always has something to add compared to the Timing planned during the call.
The main thing is to have time 🙂 alone it's a small gang.
Thank you for your support