SERVICE VISIT RECORDER

BOB WITHAM MARKETINGAutomotive 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.

APPLICATION:• 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.

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 $ Total $ Each

1,000 $ 376.25 $ 0.3762,000 422.50 0.2113,000 464.38 0.1554,000 507.50 0.1275,000 553.13 0.1116,000 595.00 0.0997,000 636.25 0.0918,000 682.50 0.0859,000 723.75 0.08010,000 768.75 0.077

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

CCAALLLL WWIITTHH QQUUEESSTTIIOONNSS aanndd TTOO PPLLAACCEE YYOOUURR OORRDDEERR1.904.874.3070 - Fax 1.904.940.0007

Email Address - [email protected]

© Copyright 2010 Revised 11/1/10

BOB WITHAM MARKETINGAutomotive Service Marketing Systems

Service Visit Recorder (form attached)AApppplliiccaattiioonn OOvveerrvviieewwI’ve been developing service advisors for years. I have a “magic” vviissiitt ffoorrmm. Bear with me as Ioffer 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 withtheir 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 es-senical visit data on, iinn aa pprrooffeessssiioonnaall wwaayy, such as VIN #, date, miles, etc., (areas shaded ingreen, info that must be obtained/recorded). TThhee ccuussttoommeerr sshhoouulldd bbee aatt oorr ccoommee ttoo tthheevveehhiiccllee aallssoo. GGeett aawwaayy ffrroomm tthhaatt iimmppeerrssoonnaall ccoommppuutteerr,, ccrreeaattee aa pprroodduuccttiivvee ccuuss--ttoommeerr//vveehhiiccllee mmeeeettiinngg.

All this allows an ideal opportunity for conversation. IIff tthhee aaddvviissoorr aanndd ccuussttoommeerr ccoonn--vveerrssee aatt tthhee vveehhiiccllee,, iimmpprroovveedd ccoommmmuunniiccaattiioonn iiss aattttaaiinneedd.. The advisor records cus-tomer concerns on the cclliipp bbooaarrdd VViissiitt FFoorrmm. The advisor reads the concerns back to thecustomer 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, by-the-way when I brake I hear a loud noise, priorities can be established and all requested re-pairs can be assured. TThhee ccuussttoommeerr aasskkeedd ffoorr pprriicceess ssoo tthhee ffoorrmm iiss fflliippppeedd oovveerr aannddpprriicceess aarree ddeeffiinneedd iinn pprriinntt.. The advisor notes “the next service due sticker” so exploresScheduled Maintenance purchases, also defined in print, content and price, on the reverseside. A walk-around records exterior damage, quick wiper blade check, hood pop engine in-spection, and tire wear check shows the need for tire rotation. AA rraattttllee hhaass ttuurrnneedd iinnttoo ssuubb--ssttaannttiiaall,, nneecceessssaarryy//aacccceeppttaabbllee uupp--sseellllss.. TThhiiss ddooeessnn’’tt hhaappppeenn aatt tthhee ccoommppuutteerr!!

Direct customer to the shaded red area, for $$$ and job approval signatures. The advisor nowhas a signed job order that can be used to dispatch the job immediately, a work order can becompleted 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 hasbeen started without delay (if waiter), tech has better confidence in job instructions ..... allof which will result in faster job completion, greater efficiency and shop productivity. Theadvisor 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 professional-ism, quick service and quality. The vviissiitt ffoorrmm really forces top performance. It can be usedas an effective training tool and a performance recorder. TThhee vviissiitt ffoorrmm iiss aa nneecceessssiittyy,,vveerryy iinneexxppeennssiivvee,, lleeggaallllyy ffrriieennddllyy,, aanndd ttrruueellyy aa CCSSII aanndd ssaalleess bbuuiillddeerr..

1.904.874.3070 - Fax 1.904.940.0007Email Address - [email protected]

© Copyright 2010 Revised 11/1/10

VIN #

NAME:

ADDRESS:

TELEPHONE #’s HOME

WORK

CELL

EMAIL ADDRESS

# CONCERN

PRIORITY

# CONCERN

PRIORITY

# CONCERN

PRIORITY

# CONCERN

PRIORITY

# CONCERN

PRIORITY

APPOINTMENT

WAIT

SHUTTLE

RENTAL

READY BYMETHOD OFPAYMENTCASHCREDITCARDCHECK(PRIOR APPROVAL)

OTHER

MISCELLANEOUSSHOP SUPPLIESAND/OR WASTEDISPOSAL CHARGE[s.559.904(4)]THIS CHARGEREPRESENTSCOSTS AND PROF-ITS TO THE MOTORVEHICLE REPAIRFACILITY FOR MIS-CELLANEOUSSHOP SUPPLIES ORWASTE DISPOSAL.

PLEASE READ CAREFULLY, CHECK ONE OF THE STATE-MENTS BELOW AND SIGN: I UNDERSTAND THAT UNDERSTATE LAW, I AM ENTITLED TO A WRITTEN ESTIMATE, IFMY 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: ______.

REPLACED PARTS REQUESTED

ALL PARTS ARENEW UNLESS OTH-ERWISE INDI-CATED

LABOR CHARGES ARE BASED ON A FLAT RATE PER HOUR. THE HOURS ARE PUBLISHED IN A FLAT RATE MANUALWHICH REFLECTS AN AVERAGE TIME REQUIRED FOR THE PERFORMANCE OF SPECIFIC VEHICLE REPAIRS, ANDWHICH 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 notifiedthat 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 notifiedupon completion of any diagnostic work necessary to estimate the cost of repair, or if the actual charges will exceed the writ-ten estimate, including any additional authorized charges, by $10 or 10%, whichever is greater, not to exceed $100.00. If youare 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 of-fered by the manufacturer. The seller hereby expressly disclaims all warranties, either express or implied, including any impliedwarranty of merchantability or fitness for a particular purpose, and neither assumes not authorizes any other person to assumefor it any liability in connection with the sale of products or services sold under the terms of this estimate. Seller does not guar-antee 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 Actand the consumer merchandise purchased is under LIMITED WARRANTY by the manufacturer and thewritten 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 re-sponsible for the loss or damage to vehicle or articles left in vehicle in case of fire, theft or any other causebeyond your control (please remove all personal belongings from vehicle) or for any delays caused by unavail-ability of parts or delays in parts shipment by the supplier or transporter. I hereby grant you and/or your employees permissionto operate the vehicle herein described on streets, highways or elsewhere for the purpose of testing and/or inspection. An ex-press mechanicʼs lien is hereby acknowledged on above vehicle to secure the amount of repairs thereto. Not responsible fordamage from freezing due to lack of antifreeze.

Customer Signature X _______________________________________________________________________________________ .

DATE PROMISE DATE YEAR - MAKE - MODEL TAG # MILES

ORIGINAL DATE TIME BYESTIMATE $ADDITIONAL DATE TIME BYAUTHORIZEDAMOUNT $REVISED DATE TIME BYAUTHORIZEDESTIMATE $NAME AND PHONE NUMBER OF OTHER PERSON WHO MAYAUTHORIZE ADD’L REPAIRS

SEE REPAIR ORDER FOR ALL TERMS AND CONDITIONS AND SIGNATURES

YES NO

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

DISPOSAL FEESBATTERY, ea $ 1.50(s.403.7185)TIRES, ea $ 1.00(s.403.718)

SERVICE VISIT RECORDER - ANYTOWN DOMESTIC/IMPORT MOTORS. INC9999 Sunshine Blvd., Jacksonville FL 32092 - 1.904.000.5555 (MV# 00000)

MINIMUM DIAGNOSTIC & ESTIMATE FEE - $49.50

SERVICE VISIT RECORDER - ANYTOWN DOMESTIC/IMPORT MOTORS. INC9999 Sunshine Blvd., Jacksonville FL 32092 - 1.904.000.5555 (MV# 00000)

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

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

Oil & Filter Change, conventional oil ....................... 6 qt $ 18.95

..... 8 qt $ 24.95

with Synthetic Oil .................................. 6 qt $ 51.95

..... 8 qt $ 67.95

Engine Air Filter Replacement ................................. $ 27.00

Cabin Air Filter Replacement ............................ from $ 72.95

Wiper Blade Inserts Replacement ...................... from $ 36.95

Rotate Tires, 4 wheel ................................................... $ 19.95

Tire Rotate & Balance, 4 wheel .................................... $ 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 .................................. $ 97.95

Power Steering Fluid Exchange ......................... 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 .......................................... $ 52.25

Throttle Body Service ............................................... $ 99.95

Cooling System Fluid Exchange ............................... $ 149.55

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

EXPRESS SERVICES

DETAIL SERVICESInterior 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

SCHEDULEDMAINTENANCE

5,000 MILE SERVICEPerform 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

$36.95add for 8 cylinders & synthetic oil

EVERY 1 YEAR SERVICEPerform every 15,000 miles or less

or every yearwhich ever comes first


• Perform Multi-Point Inspection• Rotate Tires

• Replace cabin air filter


EVERY 2 YEAR SERVICEPerform at 30,000 mile intervals or lessor every 2 years which ever comes first


• Perform Multi-Point Inspection• Rotate & Balance Tires • Check Alignment

• Replace engine air filter• Replace cabin air filter• Service throttle body


EVERY 4 YEAR SERVICEPerform at 60,000 mile intervals or lessor every 4 years which ever comes first


• Perform Multi-Point Inspection• Rotate & Balance Tires • 4 Wheel Alignment

• Replace engine air filter• Replace cabin air filter• Service throttle body

• Transmission Fluid Exchange


Documents

SERVICE VISIT RECORDER