Contents of Auto Dealer Monthly - APR 2012

Auto Dealer Monthly Magazine is the daily operations publication serving the retail automotive industry. This automotive publication serves dealer principals, officers and general managers with the latest best practices.

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industry expert / compliance
Best Practices for a Compliant Service Department
Jim Radogna is the President of Dealer Compliance Consultants, Inc., a compliance resources and training firm located in San Diego, Calif. Jim has a strong background in dealership operations, having spent over 15 years in diversified roles such as sales manager, F&I; director, general manager and director of training.
JRadogna@AutoDealerMonthly.com
Despite the best efforts of dedicated dealership fixed-ops professionals, auto-repair-re- lated issues are traditionally among the most commonly- cited consumer complaints. Although many of these
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et's face it – service customers can be really hard to please sometimes.
grievances may be the result of customer misunderstandings, the accusations may result in significant legal liability and reputation damage. Fortu- nately, these issues can often be avoided by establishing processes for better communi- cating with customers and managing their expectations.
Regulations governing auto repairs vary from state to state, but taking a conserva- tive approach can help service departments avoid misunder- standings, stay off the legal radar, and increase customer satisfaction. Here are some recommended best practices:
• Proper documentation and communication is essential. Only perform repair work that has been authorized by the customer and make sure to keep the customer informed. Even if it's not legally required in your state, it makes sense to always provide a written esti- mate before doing any work. The estimate should itemize
the parts to be used and the method of repair. The cus- tomer should sign the esti- mate, so that there is no question that the shop has permission to proceed with the work.
• If a customer is not present to sign an estimate, such as in a tow-in or after-hours drop-off situation, the shop should prepare an estimate and contact the customer by telephone, text, fax or e-mail for approval before any work is started, including diagnosis. The customer's authorization should be properly documented.
• The estimate should state
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