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BOB WITHAM MARKETING Automotive Service Marketing Systems

Service Visit Recorder (form attached) WHY FORM USAGE? • • • • • •

ITS A STRONG CSI BUILDER and A STRONG $$$ SALES BUILDER. WHY? IT IMPROVES CUSTOMER COMMUNICATION. WHICH IMPROVES ADVISOR PERFORMANCE. GREAT ADVISOR TRAINING GUIDE. ALL WINNING COMBINATIONS.

• • • • •

BEST USED AT THE VEHICLE, ON THE DRIVE, ALLOWING PERSONALIZED ATTENTION. CUSTOMERS RESPOND BEST AT THEIR VEHICLE WITH ADVISOR. CUSTOMERS RESPOND BEST TO PRINTED JOB CONTENT AND PRICES. REVERSE SIDE QUICK REFERENCE SALES AIDS - MODIFY AS NEEDED. ALLOWS FOR QUICK TECH DISPATCH.

APPLICATION:

CONSTRUCTION:

• 8.5 X 11” MULTI-COLORED FORM, BOTH SIDES. • CUSTOMIZED TO DEALER AND LOCAL REQUIREMENTS. • NO CHARGE FOR MINOR CHANGES WITH REPRINT ORDERS. Quantity

1,000 2,000 3,000 4,000 5,000 6,000 7,000 8,000 9,000 10,000

$ Total

$ 376.25 422.50 464.38 507.50 553.13 595.00 636.25 682.50 723.75 768.75

$ Each

$ 0.376 0.211 0.155 0.127 0.111 0.099 0.091 0.085 0.080 0.077

Co-op possibilities: Franchise, chemical, body, tint, dent/scratch, detail, oil companies

CALL WITH QUESTIONS and TO PLACE YOUR ORDER

© Copyright 2010

1.904.874.3070 - Fax 1.904.940.0007 Email Address - bobwitham@NewCarDealerLoyalty.com

Revised 11/1/10


BOB WITHAM MARKETING Automotive Service Marketing Systems

Service Visit Recorder (form attached) Application Overview

I’ve been developing service advisors for years. I have a “magic” v i s i t f o r m . Bear with me as I offer a brief story to highlight the advantages of a Service Visit Recorder form.

When a customer visits your dealership for service they appear on the service drive with their vehicle and look for attention. Which ever way a dealer’s reception area is configured, the advisor must go to the vehicle for vehicle data. The advisor needs something to record essenical visit data on, i n a p r o f e s s i o n a l w a y , such as VIN #, date, miles, etc., (areas shaded in green, info that must be obtained/recorded). T h e c u s t o m e r s h o u l d b e a t o r c o m e t o t h e v e h i c le a ls o. G e t a w a y f ro m t h a t i m pe r s o n a l c o m p u t e r , c r e a t e a pr o d u c t i v e c u s t o me r/ v e h i c le me e t i ng.

All this allows an ideal opportunity for conversation. I f t h e a d v i s o r a n d c u s t o m e r c o n v e r s e a t t h e v e h i c l e , i m p r o v e d c o m m u n i c a t i o n i s a t t a i n e d . The advisor records customer concerns on the c l i p b o a r d V i s i t F o r m . The advisor reads the concerns back to the

customer to assure they are in agreement, but then finds out that “right rear rattle” is a “left rear rattle”. Result? Improved communication, better instructions to the technician, better customer satisfaction ..... better CSI, better quality. And when the customer says, bythe-way when I brake I hear a loud noise, priorities can be established and all requested repairs can be assured. T h e c u s t o m e r a s k e d f o r p r i c e s s o t h e f o r m i s f l i p p e d o v e r a n d p r i c e s a r e d e f i n e d i n p r i n t . The advisor notes “the next service due sticker” so explores

Scheduled Maintenance purchases, also defined in print, content and price, on the reverse side. A walk-around records exterior damage, quick wiper blade check, hood pop engine inspection, and tire wear check shows the need for tire rotation. A r at t l e h as t u rn e d in t o s ub s t a nt i a l , ne c e s s a r y / a c c e p t a b l e up - s e l l s . T hi s do e s n ’ t h a p p e n a t t h e c o m pu t e r !

Direct customer to the shaded red area, for $$$ and job approval signatures. The advisor now has a signed job order that can be used to dispatch the job immediately, a work order can be completed when time permits. The advisor is free to quickly help the next customer. What have we accomplished? Customer is happy with the attention received, that the job has been started without delay (if waiter), tech has better confidence in job instructions ..... all of which will result in faster job completion, greater efficiency and shop productivity. The advisor and tech can handle more jobs and make more money. Makes sense?

Simple story, that shows how the customer will be impressed with the advisor professionalism, quick service and quality. The v i s i t f o r m really forces top performance. It can be used

as an effective training tool and a performance recorder. T h e v is i t f o r m is a ne c e ss it y ,

v e r y i n e x p e n si v e , l e g a l l y f r i e n dl y , a n d t r u e l y a C S I a n d s a l e s b u i l d e r .

1.904.874.3070 - Fax 1.904.940.0007 Email Address - bobwitham@NewCarDealerLoyalty.com

© Copyright 2010

Revised 11/1/10


SERVICE VISIT RECORDER - ANYTOWN DOMESTIC/IMPORT MOTORS. INC VIN #

9999 Sunshine Blvd., Jacksonville FL 32092 - 1.904.000.5555

DATE

PROMISE DATE

NAME:

YEAR - MAKE - MODEL

TELEPHONE #’s

ADDRESS:

#

TAG #

HOME

(MV# 00000)

APPOINTMENT

MILES

WAIT

SHUTTLE

WORK

RENTAL

CELL

READY BY

EMAIL ADDRESS

METHOD OF PAYMENT CASH

CONCERN

CREDIT CARD

PRIORITY #

CHECK

(PRIOR APPROVAL)

OTHER

CONCERN

DISPOSAL FEES

BATTERY, ea $ 1.50

PRIORITY #

(s.403.7185)

TIRES, ea

(s.403.718)

MISCELLANEOUS SHOP SUPPLIES AND/OR WASTE DISPOSAL CHARGE

CONCERN

[s.559.904(4)]

PRIORITY #

THIS CHARGE REPRESENTS COSTS AND PROFITS TO THE MOTOR VEHICLE REPAIR FACILITY FOR MISCELLANEOUS SHOP SUPPLIES OR WASTE DISPOSAL.

CONCERN PRIORITY

#

ALL PARTS ARE NEW UNLESS OTHERWISE INDICATED

CONCERN PRIORITY

$ 1.00

REPLACED PARTS REQUESTED

YES

NO

SEE REPAIR ORDER FOR ALL TERMS AND CONDITIONS AND SIGNATURES

LABOR CHARGES ARE BASED ON A FLAT RATE PER HOUR. THE HOURS ARE PUBLISHED IN A FLAT RATE MANUAL WHICH REFLECTS AN AVERAGE TIME REQUIRED FOR THE PERFORMANCE OF SPECIFIC VEHICLE REPAIRS, AND WHICH MAY, THEREFORE, BE EITHER MORE OR LESS THAN THE ACTUAL CLOCK TIME IN ANY GIVEN INSTANCE. STORAGE CHARGES: No storage charges will accrue or be due and payable 3 working days from the date you are notified that the work on your vehicle has been completed. After that date, the daily charge for storage of your vehicle will be $15.00.

NOTE: Estimate amounts are based on initial inspection only. Additional parts and labor may be required. You will be notified upon completion of any diagnostic work necessary to estimate the cost of repair, or if the actual charges will exceed the written estimate, including any additional authorized charges, by $10 or 10%, whichever is greater, not to exceed $100.00. If you are so notified, you may orally or in writing authorize, modify or cancel the order for repair. LIMITED WARRANTY: The only warranties applying to the part(s) in accordance with this estimate are those that may be offered by the manufacturer. The seller hereby expressly disclaims all warranties, either express or implied, including any implied warranty of merchantability or fitness for a particular purpose, and neither assumes not authorizes any other person to assume for it any liability in connection with the sale of products or services sold under the terms of this estimate. Seller does not guarantee the work performed in accordance with this estimate will correct any problem specified on the description of the complaint.

I understand that all parts and accessories sold or used are subject to the Federal Magnuson-Moss Act and the consumer merchandise purchased is under LIMITED WARRANTY by the manufacturer and the written terms and conditions thereof are available for my inspection. I hereby authorize the repair work herein set forth to be done along with the necessary material and agree that you are not

responsible for the loss or damage to vehicle or articles left in vehicle in case of fire, theft or any other cause beyond your control (please remove all personal belongings from vehicle) or for any delays caused by unavailability of parts or delays in parts shipment by the supplier or transporter. I hereby grant you and/or your employees permission to operate the vehicle herein described on streets, highways or elsewhere for the purpose of testing and/or inspection. An express mechanicʼs lien is hereby acknowledged on above vehicle to secure the amount of repairs thereto. Not responsible for damage from freezing due to lack of antifreeze. Customer Signature X _______________________________________________________________________________________ .

MINIMUM DIAGNOSTIC & ESTIMATE FEE - $49.50

ORIGINAL ESTIMATE $

DATE

TIME

BY

ADDITIONAL DATE TIME BY AUTHORIZED AMOUNT $ REVISED DATE TIME BY AUTHORIZED ESTIMATE $ NAME AND PHONE NUMBER OF OTHER PERSON WHO MAY AUTHORIZE ADD’L REPAIRS

PLEASE READ CAREFULLY, CHECK ONE OF THE STATEMENTS BELOW AND SIGN: I UNDERSTAND THAT UNDER STATE LAW, I AM ENTITLED TO A WRITTEN ESTIMATE, IF MY FINAL BILL WILL EXCEED $100.00. ______ I REQUEST A WRITTEN ESTIMATE.

______ I DO NOT REQUEST A WRITTEN ESTIMATE AS LONG AS THE REPAIR COSTS DO NOT EXCEED $_________________.

THE SHOP MAY NOT EXCEED THIS AMOUNT WITHOUT MY WRITTEN OR ORAL APPROVAL.

______ I DO NOT REQUEST A WRITTEN ESTIMATE.

SIGNED: X __________________________DATE: ______.

© Copyright 11/10 Bob Witham’s Automotive Service Marketing Systems, P.O. Box 1557, St. Augustine, FL 32085 1.904.940.0006


SERVICE VISIT RECORDER - ANYTOWN DOMESTIC/IMPORT MOTORS. INC 9999 Sunshine Blvd., Jacksonville FL 32092 - 1.904.000.5555

(MV# 00000)

Appointments On Line @ www.anytowndomensticmotors.com or @ www.anytownimportmotors.com

EXPRESS SERVICES

Oil & Filter Change, conventional oil

....................... 6 qt $

18.95

with Synthetic Oil .................................. 6 qt $

51.95

..... 8 qt $ 24.95

..... 8 qt $

67.95

............................ from $

72.95

Engine Air Filter Replacement ................................. $ Cabin Air Filter Replacement

27.00

Wiper Blade Inserts Replacement ...................... from $ 36.95 Rotate Tires, 4 wheel

................................................... $

Tire Rotate & Balance, 4 wheel

19.95

.................................... $ 49.95

..... speciality & 22” and larger wheels $ 59.95

Wheel Alignment, 4 wheel ............................................ $ 89.95

Brake Service, Replace Pads, front or rear ..................... $ 139.95

Brake System Fluid Exchange

Power Steering Fluid Exchange

.................................. $

97.95

......................... from $ 109.95

Automatic Transmission Fluid Exchange ................. $ 163.95

Driveline Fluid Exchange ................................... from $ 130.16

A/C Refresher Service ............................................... $ 69.00 Fuel Filter Replacement ..................................... from $ 59.95

Fuel Injector Service ................................................. $ 109.95 Battery Service, load test Throttle Body Service

.......................................... $

52.25

............................................... $ 99.95

Cooling System Fluid Exchange

............................... $ 149.55

Serpentine Belt Replacement ............................. from $ 99.95

DETAIL SERVICES

Interior Detail ............................................................. $ 79.95

Exterior Detail ............................................................. $ 89.95 Full Detail ........................... (add $ 10.95 for SUVs) .. $ 149.95

Shampoo & Scotch Guard .......................................... $ 99.95 O-zone Treatment ....................................................... $ 59.95

Lens Cleaning .............................................................. $ 89.95

ANYTOWN DOMESTIC/IMPORT MOTORS

SCHEDULED MAINTENANCE

5,000 MILE SERVICE Perform every 5,000 miles or less or every 6 months which ever comes first

• Change engine oil & filter • Check & top off all fluids, as necessary • Perform Multi-Point Inspection • Rotate Tires

$36.95

add for 8 cylinders & synthetic oil

EVERY 1 YEAR SERVICE Perform every 15,000 miles or less or every year which ever comes first

• Change engine oil & filter • Check & top off all fluids, as necessary • Perform Multi-Point Inspection • Rotate Tires • Replace cabin air filter

$105.95

add for 8 cylinders & synthetic oil

EVERY 2 YEAR SERVICE Perform at 30,000 mile intervals or less or every 2 years which ever comes first

• Change engine oil & filter • Check & top off all fluids, as necessary • Perform Multi-Point Inspection • Rotate & Balance Tires • Check Alignment • Replace engine air filter • Replace cabin air filter • Service throttle body

$252.95

add for 8 cylinders & synthetic oil

EVERY 4 YEAR SERVICE Perform at 60,000 mile intervals or less or every 4 years which ever comes first

• Change engine oil & filter • Check & top off all fluids, as necessary • Perform Multi-Point Inspection • Rotate & Balance Tires • 4 Wheel Alignment • Replace engine air filter • Replace cabin air filter • Service throttle body • Transmission Fluid Exchange

$397.95

add for 8 cylinders & synthetic oil

© Copyright 11/10 Bob Witham’s Automotive Service Marketing Systems, P.O. Box 1557, St. Augustine, FL 32085 1.904.940.0006

SERVICE VISIT RECORDER  

FORM 8.5 x 11" MULTICOLOR

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