Whether you are using ERO (Electronic Repair Orders) or paper repair orders – one of the biggest and easiest chargebacks for an auditor is a missing signature. It is a slam dunk; give me the money.

Customer signatures are required to maintain compliance with manufacturers' policies and procedures. Most manufacturers require them on the final copy as well as on the hard copy write-up. All OEMs require that the customer sign the hard copy PRIOR to the…

After the auditor comes in to point out “you have all these add-on repairs” that are not authorized and give you the bad news that you owe lots of money you think to yourself, “I know that I personally inspected and signed for those!”   In reality, there is way more to an added repair than meets the eye!

I was asked this week…

Everybody makes mistakes. However, some mistakes are costlier than others, especially in a dealership. Let’s talk about the top 7 mistakes that service advisors make based on feedback from warranty administrators and manufacturers over the last 30 years.

1) POOR CUSTOMER CONCERN…

Bulletins, TSB’s, LSC, TJ, whatever they want to call them, have the same requirements as a normal warranty. We have seen so many different and creative technician comments when it comes to technical bulletins.

Here is an example:

Customer states- "Noise from left front of vehicle".

First of all, this really doesn’t give your tech any helpful information from the customer on how…