In Episode 61 of Fixed Ops Focus, Steve Shaw and Dave Rogers have a spirited conversation about repair order marketing — and one idea that always gets people talking: what if you preloaded the OP codes right onto the repair order, so the service advisor has to present them every single time? This is Part 1 of a two-part series on what we call the Repair Order Preload.
We dig into the surprising parallels between a service advisor and F&I — and where they part ways. F&I presents every product on the menu and is completely comfortable with a customer saying no. Advisors? Too often they shy away from the no, so they never make the presentation at all — and the customer never even gets the choice. We talk about why it’s not just okay for a customer to decline an item, it’s the whole point: your job is to present, the customer’s job is to decide.
If you want more hours per RO without more cars, this is the conversation. (Then watch Part 2, Episode 62, for the numbers.)
In this episode
- Repair order marketing and the “Repair Order Preload” concept
- Forcing OP codes onto the RO so advisors present every time
- Service advisor vs. F&I — the differences
- Service advisor vs. F&I — the surprising similarities
- Why it’s okay (and healthy) for customers to decline
- Why advisors shy away from “no” — and how to fix it
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