Brian Gillis and the You Net Results group discuss the concept of auto repair speed of service – or SOS. What systems can you put in place to quickly identify the “one thing” that needs repair on the customer’s vehicle? How quickly can you fix it so they are safely on their way?

Speed of Service - Mechanic Helping Auto Repair CustomerSpeed of Service  Concept РWhat and How

Brian starts the clip by breaking down the SOS concept. We have to have all of our systems in place in order to quickly resolve customers’ needs. We must properly train all staff on their duties in order. Only then can we process cars more efficiently, while not missing opportunities.

Eric clarifies that the heart of the Speed of Service concept is how quickly we can return our customer’s vehicle to them. He likens it to a visit to a doctor’s office. Normally, we come in and fill out our pre-visit paperwork. Then, we wait to be called back to the doctor. What if we came in and were immediately called back without filling out the proper paperwork first? How strange would that be? We would doubtless feel uncomfortable in that situation. In the same way, Eric doesn’t want a customer to even sit down before his staff have identified “one thing” the vehicle needs.

Joe adds that we ease customers’ minds with our ability to quickly identify that one thing. Brian then presents the secret move to starting the Speed of Service chain of events – get the customer’s keys and hand them off to a General Service Technician before you even start data entry. By the time you are done entering data, your GS has performed a thorough visual inspection. The customer is still at the counter, and you can share information on an issue you can help them with.

Finally, Brian adds another helpful hint. We need to take inventory of all of our key to key systems. When we do this, we will find areas that are costing us time. Shaving down a few minutes here and there will make a huge difference in improving Speed of Service.

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