How to get correct and precise story from tech to invoice?
Posted to Shop Management Forum on 10/13/2013
70 Replies
I am anxious to see how other shop owners/managers handle
this.
A chronic problem I have witnessed from the day I started
working in dealers and then onto my own shop is a disconnect
from the service bay to the invoice booker. How do other
shops get a clear, well written, precise story from the
technician typed onto the invoice that the customer
understands. When i was at the dealer it was written on the
back of the RO by the tech and usually was a mess,
incomplete and meant little to the office booking the
invoice through. This was a problem with all the dealers I
worked at and I recently talked to a good friend at a
Chevrolet dealer that stated it is still a mess even though
everything is much more computerized. The obvious problems
are, as I see them: Poor typing skills by many, poor
spelling etc, lack of detail by techs(specific trouble codes
listed) and a lack of knowledge of specific repairs in the
office. I ran into this for years with a very smart and
great office guy in the office. He was great with the
customer's but had limited auto knowledge. I forever had to
go and type in stories etc. My solution came to me after
some head scratching: We have a rear computer and a front
computer both internet ready. I set up a gmail account where
I can type out the estimate as it is made up to begin with.
I set up a list of operation codes indicating to the office
person when a new labor line is needed. I get it typed, sell
the work, note the authorization times etc and then hit
send. The email is sent to our own email addy. She can
access it up front and copies and pastes to Alldata. She can
do this quickly. She can also verify the totals jive. This
seems to work well. I have to do an estimate anyway, why not
type it? If we need to revise, we just open a second email
labled REVISION. The customer last name, year, make and
model are listed in the subject. With gmail, you can leave
them in draft form if you are waiting on approval or feel a
change may need to be made quickly. I have also found that
it is handy when you have a vehicle come back in for a
previous estimated repair. A quick gmail search with the
name or vehicle brings it back up. And no paper laying
around.
This is what I have found and it works good but I am
wondering how others handle getting all the info from tech
to invoice. Always like hearing good ideas and perhaps
handing a good idea of mine on.
Thanks,
Ron
Ronald from California
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