them to check-in using a tablet or other software program. They should be welcomed and let know what they can expect. This may sound simple, but I cannot tell you how many times I have been to a service center where staff are on the phone and/or taking a break outside and no one acknowledges my presence. VEHICLE WALK-AROUND Complete a full health report using a tablet. Use pictures and videos where applicable. Include the customer during the walk-around because it is a great opportunity to build a relationship and discuss services. Word tracks that align with best practices keep staff on track and build trust. For example, a service advisor can explain the reason for the realized revenue value over $530,000! 38 walk-around by leading with, " I want to do a quick visual inspection to make sure I give your vehicle back to you in the same or better condition than when you brought it to us. " Word tracks can also help identify revenue opportunities. A casual " have you thought about trading up? " could lead to a conversation that wouldn't have happened if your staff hadn't asked. In the first month, the DVA generated 840 appointments with a REVIEWING AND APPROVING THE RO Pictures and videos will go a long way toward showing customers what needs to be done. So lean on them as much as possible when presenting recommendations. Mitigate concerns about repair bills with word tracks that focus on safety and convenience.