More than just claims processing
In my career, I have trained over 200 warranty administrators and zero horses. The reason for that is that I know warranty like I know my own name and I know nothing about training horses. In fact, when they put me in the old folk’s home, I will probably just sit there and repeat labor operations and everyone will think
Bulletins, TSB’s, LSC, TJ, whatever they want to call them, have the same requirements as a normal warranty. We have seen so many different and creative technician comments when it comes to technical bulletins. Here is an example: Customer states- "Noise from left front of vehicle". First of all, this really doesn’t give your tech any helpful information from
Whether you are using ERO (Electronic Repair Orders) or paper repair orders – one of the biggest and easiest chargebacks for an auditor is a missing signature. It is a slam dunk; give me the money. Customer signatures are required to maintain compliance with manufacturers' policies and procedures. Most manufacturers require them on the final copy as well as
We have been in many shops where the techs and management tell us, “Hey, my guy can beat the clock on every one of these repairs and do it in less than half the time. So now what? Do I have to keep on the job to have 70% time punch?” So let’s talk about what a labor operation
The 3 C's. They have always been required, so why do we keep messing them up? All my administrators have asked me to PLEASE write about the 3 C’s. Since this could be a lengthy TIP, I have decided to break it up into 3 posts. Today we will do “Customer Concern” The first C. A great customer concern is important for
We often forget that the only reason the manufacturer is paying for a repair is because they did something wrong in the manufacturing of the vehicle that caused the breakdown. Sometimes the advisor forgets this because he is just trying to please the customer and get a good survey. The customer just wants his car fixed for free so