Growing Your Preventative Maintenance Business: Vehicle Inspections Best Practices

Gary VannSr. Vice President, Sales and MarketingMighty Auto Parts

This is a football…and this is a football field

This is a vehicle…and this is how we inspect it

How would you like to increase your sales opportunities dramatically

With no

Increase in car counts and…

no

Increased cost to you?

Company Location 1 has a 15 point inspection program but actually inspects on 10 on average

Vehicle Inspection Challenges

•Performing a thorough efficient inspection consistently

•Communicating the results to the consumer effectively

Let’s address both

The Case for Inspections

Common Objections

“Inspections take too long.”

Is eight minutes too long? C’mon! With a good system and a little practice, the average inspection can be done in 8 minutes…or less!

Common Objections

“Techs won’t do it because they don’t get paid for it.”

With leadership, training and reinforcement from management, techs will do it and will get paid for it through guaranteed increased sales.

Common Objections

“Customers don’t like us looking over their cars.”

Not if you advertise and inform your customers in advance… “We want to make sure your vehicle is operating the way it should. That’s why we do a free 15-point inspection with every service.”

Common Objections

“Customers don’t really buy based on a vehicle inspection.”

Case studies prove otherwise. When inspection results are presented to consumers properly, significant sales can be generated!

Seven Ways to Make Your Vehicle Inspection Program Pay Off!

1.0 It Starts at the Top…with YOU!• You must be 100% committed• Meet with managers and team• Sell them or re-sell them on value of disciplined

inspection program• Make sure they realize you are serious

2.0 This is How We Do it Here

Develop (or refine) a systematic step-by step process for inspecting vehicles.

Every vehicle is treated the same way…every time!

2.0 This is How We Do it HereSample Inspection Routine1. Start by checking the lights and horn.2. Next wiper operation and condition.3. Move to under the hood.4. Starting at the driver’s side; check all the fluids in a

clockwise rotation. (Wipe off the fluid caps as you go so you’ll know they have been checked.)

5. Pull the air filter; set it aside to show the customer.

6. Proceed to other underhood items such as the belts, battery.

7. Pull the cabin filter.8. Check the tire pressure.9. Discuss results/recommendations with the customer.

2.0 This is How We Do it Here

2.0 This is How We Do it HereBenefits of a Set RoutineResults in faster inspections.Helps eliminate the chance items will be skipped.Produces a consistent customer experience on every visit and at every location. It builds trust.Makes it easier to train new employees.Allows you to design an inspection checklist that is easier to use…one that matches the sequence items will actually be checked.

3.0 Create an Easy to Use Inspection Checklist

Here’s a checklist for your checklist: Is your inspection form easy to read and follow? Is it organized in the order that the actual inspection will be

performed to the extent possible? Is it written in consumer-friendly language? Does it feature boxes that inspectors can check to indicate

condition? Is there space to write notes? Does it include a place for the inspector’s name?

3.0 Create an Easy to Use Inspection Checklist

Here’s a checklist for your checklist: Does it feature your company’s logo, service slogan, hours of

operation and other pertinent information on your business consumers should know?

Is it multi-color for better visual appeal?

4.0 Avoid Piling On!

4.0 Avoid Piling On!First Things, First! First: safety related items that should be done now, like tires,

brakes, wipersNext: deferred things that need to be done but that can be

scheduled laterLast: down the road items to keep an eye on

4.0 Avoid Piling On!

And don’t forget to tell them what is right with their vehicle too!

4.0 Avoid Piling On!Tips on Talking to the Customer

If possible, avoid speaking to the customer about their vehicle in the presence of other customers.

Better: take the customer to their vehicle and explain and show the customer what you found during the inspection.

4.0 Avoid Piling On!Tips on Talking to the Customer

Don’t just tell the customers they need something done…tell themWHY! Why it’s important for longer vehicle life…or for efficient and safe operation, etc.Picture the customer with a sign around their neck that says:

5.0 Factory Maintenance Schedule• Print the Factory-Scheduled maintenance for customers for their

specific vehicle and mileage

• If the vehicle is near a mileage level for a specific service, point this out to the customer and follow this up with this question:

“DO YOU REMEMBER HAVING THIS DONE RECENTLY?”Why?

5.0 Bonus IdeaPrint the Manufacturer’s scheduled maintenance for your tech each time.

• Helps them become familiar with manufacturer’s recommendations.

• Helps them avoid overlooking items.

5.0 Don’t Pressure. Educate. Let Them Decide.

Proven suggested phrases“To protect the value of your vehicle, (name of manufacturer)recommends (this specific service) be performed at ______ miles. Would you like us to do that for you?”

Your role is not to decide for the customer. Your job is to provide them with information and open the way so they can make an informed decision.

5.0 Don’t Pressure. Educate. Let Them Decide.

More Simple Phrases That Work• Brakes: “Your brake pads are worn and need replacing…but

your rotors (or calipers) are in good shape.” (always point out what is ok or good; this helps build trust.) Would you like us to...”

• Belts: “Your serpentine belt practically runs your whole car. When it breaks, your car stops dead wherever you are. That’s why your manufacturer recommends replacing it at mileage. You’re at xyz miles now...Would you like us to...”

5.0 Don’t Pressure. Educate. Let Them Decide.

More Simple Phrases That Work• Lights: “All your lights are working just fine except_____.

This is an important safety-related item. Would you like us to...”• Wipers: “How did your wipers work the last time it

rained? Would you like us to...”

5.0 Service Review to Go!Post a note on your computer monitor where the customer can see it at checkout:

6.0 Conduct a “Performance Analysis”

6.0 Conduct a “Performance Analysis”If your percentages are substantially below the national average, it could mean…

• Your inspectors are not actually checking certain items each time or,

• Your team needs training/reminders on a specific service…i.e. cabin air filters, wipers, lights

6.0 Set Performance Goals for Each Service

• Conduct refresher training• Practice customer interaction• Establish an incentive• Track and post the results

If you have multiple locations, post the results for all locations, ranking them by the service percentages.

6.0 What’s Your Percentage?Based on national surveys, here are some reasonable goals for sales of PM services:Item Average % Your %• Additives 8% _________• Air Filters 22% _________• Batteries 5% _________• Cabin Air Filters 4% _________• Fuel Filters 7% _________• Fuel System Cleaning 6% _________• Light Replacement 15% _________• Power Steering Flush 3% _________• Radiator Service 5% _________• Serpentine Belt 5% _________• Transmission Service 7% _________• Wiper Blades 12% _________

7.0 Don’t Forget These Often-Overlooked Items

The BatteryTake a look at your vehicle inspection checklist.Question 1: Is a battery check part of it?

Question 2: If it is, are you testing every battery in every vehicle…every day?

7.0 Don’t Forget These Often-Overlooked Items

The BatteryNew Generation of Battery Testers Make it Easy and Fast!Today there are a number of reliable, relatively inexpensive and very easy to use battery testers that can test a battery in just a few minutes. Many of these testers have an integrated printer that prints out test results that can be used to communicate the current battery condition to the consumer.

7.0 Don’t Forget These Often-Overlooked Items

The BatteryCommunicating Test Results1. Always show the printout of the test results to the

consumer. 2. Explain what “Replace battery” means. 3. Show your customers all test results! The “Good” test

results too! Staple test results to the invoice. 4. Test the new battery- show customer results.

7.0 Don’t Forget These Often-Overlooked Items

LightingCheck the lights. It’s a safety item.Cabin Air FiltersThere are excellent reference materials available that show:Location of the cabin air filter on specific applicationsInstructions on how to perform the serviceThe number of minutes it will takeBy the way, 90% of cabin filters can often be checked and installed in 10 minutes or less!

7.0 Don’t Forget These Often-Overlooked Items

WipersWash the windshield as a part of your service.IDEA:Equip your service team with spray bottles. Fill them with water. After cleaning the windshield, spray it down with water and operate the wipers.Ask the customer: “How did your wipers work the last time it rained?”

Other Topics Addressed• How to ensure that inspections don’t gravitate to just

checking the boxes without actually inspecting the items

• Advertising inspections• Hiring a Customer Service Specialist• How to partner with suppliers• How to mystery shop yourself• Tips on creating effective inspection forms with

examples

Review• Think of each inspection point as a sales opportunity• Make sure your team knows you are 100% committed• Develop (or refine) a systematic, step-by-step inspection

process• Create an easy to use inspection checklist that’s

consumer friendly

Review• Avoid piling on – train Service Advisors/Managers how

to communicate results• Make effective use of factory recommended scheduled

maintenance• Conduct a Performance Analysis• Set goals for each PM service

Thank you!

Thank you!

Thank you!