Procces and hardware/software of writing RO start to finish

[Dr.Dave]

Hey guys I need some help I,m opening a shop for the first time.Ive been a tech 25+ years but only worked the front counter very limited.I know this may sound stupid but I, was wondering if some of you could take afew minutes and give me the run down.Now I know some are using Alldata or Mitchel orRO Writer or simalar so some processes may differ.But say a costomer comes in you open your program and write a RO then it prints out on a printer ,is it specal paper? is it a specal printer? they sign it it goes to the tech and down the line to where the costomer picks up is there a reciept printed out in the end ?And what about a cash register?Would it be a register that ties in with the PC your using to write your RO,s? and is tha t diffrent program?Any support you can give would be greatly appricated I feel that I should already know all this.I have not bought a PC ,cash register ,printer or program yet this whole department has not been adressed yet I still have a month or so before opening ,but time goes fast thanks

[Joe Marconi]

Hey guys I need some help I,m opening a shop for the first time.Ive been a tech 25+ years but only worked the front counter very limited.I know this may sound stupid but I, was wondering if some of you could take afew minutes and give me the run down.Now I know some are using Alldata or Mitchel orRO Writer or simalar so some processes may differ.But say a costomer comes in you open your program and write a RO then it prints out on a printer ,is it specal paper? is it a specal printer? they sign it it goes to the tech and down the line to where the costomer picks up is there a reciept printed out in the end ?And what about a cash register?Would it be a register that ties in with the PC your using to write your RO,s? and is tha t diffrent program?Any support you can give would be greatly appricated I feel that I should already know all this.I have not bought a PC ,cash register ,printer or program yet this whole department has not been adressed yet I still have a month or so before opening ,but time goes fast thanks

 

You have a lot to do in the next few weeks. The "Meet & Greet" is perhaps the most important step with respect to customer service and how you portray your company.

 

Here is the process I go through: (I use the Mitchell program)

 

1. Each customer is written up detailing all that is requested and a complete interview and review of vehicle history is performed with the customer

2. We generate a repair order or estimate, depending on the customer request

3. We make sure that we get preauthorization of any diagnostic work

4. We make sure we have correct current information; customer address, phone numbers, etc

5. We ask when the customer needs the car and give them a realistic time for completion. We always try to under-promise and over-deliver

6. We keep the customer in the repair/ service process throughout the day

7. For customers waiting we make it a point to get to their cars ASAP

8. We generate a tech sheet and an general inspection form for the tech (these forms can be found in AutoShopowner for premium members)

9. All up sells are explained in detail and the price with the tax is explained to the customer

10. All up sells will be accompanied by an updated tech sheet for the tech with all the additional work and times listed

11. We call the customer when the vehicle is done and set up a delivery time

12. We review the work once again with the customer

13. We complete the transaction, give the customer a paid invoice

14. We have a cash draw, not a cash register. The cash draw is not linked to the Mitchell program. We do not get much cash, mostly credit cards and some checks. The Mitchell keeps tracks of all transactions and will create daily reports for the bookkeeper. With those reports we can balance the day and also report any account receivables.

 

We do not use special paper. The Mitchell program produces and nice professional looking invoice, estimate, tech sheet and repair orders.

[CARMandP]

I"m with Joe. I love my Mitchell program. It makes life so much easier to keep track of everything. I don't have a cash drawer since I don't have the space for it and almost never get cash. Its either check or credit card.

[Joe Marconi]

I"m with Joe. I love my Mitchell program. It makes life so much easier to keep track of everything. I don't have a cash drawer since I don't have the space for it and almost never get cash. Its either check or credit card.

 

That's true, we don't get much cash either.

[xrac]

That's true, we don't get much cash either.

 

We operate much the same as Joe does. Two things that I would mention is that we have found useful is first we use color coded plastic pouches for our customer information/repair orders. We have red and black ones that can be hung on the vehicle mirrors or on lift posts. The red ones are for waiters and the black one are for drop offs. We have green ones with no strap that the RO's are transfered to once the customers are notified. We also have a cash drawer (not register). Our is a very nice drawer mounted under our counter. It was picked up used off of Ebay on the cheap. We keep $300 cash on hand to make change with. The highest percentage of our sales are also by credit card.

[xrac]

Here is a form that we developed and used. We have used preprinted forms and more complex ones but did not find them effective for us.

Service Sheet.doc

[CARMandP]

I like that sheet. Do you mind if I borrow that design?

[xrac]

I like that sheet. Do you mind if I borrow that design?

 

No problem. I posted it because I thought it could be useful to someone. We get them printed 2,500-5,000 at a time for about 5 cents each. We probably used 15-20 per day.

[Alex]

No problem. I posted it because I thought it could be useful to someone. We get them printed 2,500-5,000 at a time for about 5 cents each. We probably used 15-20 per day.

 

Nice Sheet, feel free to add it or any other form to the downloads section: Download Manager

[HTI.WERKSTATT]

I'm personally a fan of Automotive Expert, it actually learns from you. It will store part numbers, all written estimates with customers information, as well as all previous invoices for each customer. Will also maintain vendors, tech tracking, accounts receivable, and a customizable parts mark up that you control with multiple labor rates. Prints out very professionally. It also has a built in function for time line service reminders for each customer that can be printed off and mailed to the customer. I've used the Mitchell and still do on occasion if I'm having issues looking for O.E part numbers. But with the onslaught of 29.95 - 49.95 brake jobs , and 9.95 oil changes, I find it very hard to sell alot of the retail pricing that is built into that program. On a side note though being such a new shop its hard to stay afloat and give work/parts away for next to nothing. But there is always the psychological advantage of making the customer feel better about spending a little bit more with you than anyone else.