The following was taken from the article titled "Inspect Yourself" from the June 07 issue of Fixed Ops Magazine.

Greet the customer in a swift, courteous and professional manner. Listen to the customer’s primary concern—the reason he or she originally came in to your service department. Review the service history and check for recalls. Conduct a thorough walk-around inspection that starts with the lights on, checking tire tread depth, and ending under the hood, inspecting vital fluid levels and condition. Upon pulling samples, illustrate the findings with the customer. Provide a service menu to every customer. Up-sell maintenance services according to the current mileage reading, time interval since previous service, and fluid condition. Provide a quality 27-point inspection on every vehicle by a qualified certified technician. Inform customers of their vehicles’ status throughout the day. Remember the 10/2/4 r ule and up-sell every additional recommended item found. Professionally deliver the vehicle back to the customer, ensuring a “proper active delivery.” Review the 27-point inspection sheet with every customer at time of pick-up. Make certain that the vehicle is free of grease stains from service, and have all service vehicles cleaned and vacuumed prior to customers’ arrival. Make certain to schedule customers’ next appointments.

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