HOW TO INCREASE THE AVERAGE REPAIR ORDER

摘要

If the most difficult task in the automotive service world is getting customers to actually hop in the car and make that long journey into our shops, many would say that increasing the amount of the average repair order (ARO) would be second. Though it requires a combination of effective procedures and strong leadership, this process need not be as daunting as many would make it. Most shops with low ARO do not have a measurement or quality control system for their courtesy checks. You should expect 75 percent of your daily car count to receive a complete courtesy check if you inspect the forms being attached to your hardcopy. Assuming your techs are doing complete courtesy checks can cost you money and customers if you are not physically inspecting the forms. If you have drifted away from using a form, you should expect a 20 percent sales increase when you start focusing on it again. One method for bringing it back is to let your techs design a new maintenance friendly form (see sample on next page) so they buy into using it. Make it their form!