The Playbook

John’s service-department processes, written down: the walkaround, status calls, the inspection and presentation, preventive maintenance answers, the three C’s, the repair order checklist, and the manager’s task list, skills matrix and action plan. Included with a Fixed Ops HQ membership.

Please contact the course administrator to sign up for this course.

These are the processes John installs in a store. They are here so a new hire starts where the last class ended, and so a manager has one place to point when a process slips.

Each lesson is a working document: print it, put it on the drive, grade against it. Nothing here is theory.

The write-up, from greeting to hand-off, and the daily status call.

Lessons

The Walkaround, Step by Step Walkaround Compliance Check The Status Call Process

The menu, the presentation after the prime concern, objections, the prioritized estimate, and what to say about each maintenance service.

Lessons

Multi-Point Inspection and Additional Service Requests Quick Answers on Preventive Maintenance

What the advisor and the technician write, and the checklist that gets a repair order paid.

Lessons

The Three C's: Complaint, Cause, Correction Repair Order Process Checklist

The manager’s cadence, dispatching by skill, and the plan that keeps running after the training.

Lessons

Service Manager Task List Technician Skills Matrix The Continuing Action Plan

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