Why its important to implement
Protects business from liability for lost/stolen/damaged personal items like GPS, wallets, jewellery, sports equipment. Thorough checking with customer removes technician blame risk.
Valuable Items Protection
From time to time a customer may accidently leave valuables in the car, this could be a GPS, wallet, money, jewellery, sports equipment or other items. It is good practice to thoroughly check the vehicle with the customer for any items when reviewing the check in sheet for any items and request the customer takes them home with them. By doing this the shop takes away the risk of being blamed for the item being broken, lost or stolen by technicians
Business Impact
Missing or damaged personal items cause customer complaints, negative reviews, and compensation claims. Damages business reputation, reduces retention, affects new customer acquisition through negative publicity.
Customer satisfaction
Customers can become highly irritated if items left in the vehicle are missing or damaged
Overall Business Impact
Failure to check for personal items creates significant customer satisfaction and reputation risks. Missing or damaged personal belongings lead to customer complaints, negative reviews, and potential compensation claims. This damages the business reputation, reduces customer retention, and can result in word-of-mouth negative publicity that affects new customer acquisition. The cost of replacing valuable items can also directly impact profitability
action steps
Include personal item check on pre-inspection forms. Create staff scripts. Use electronic format in BMS. Check at vehicle arrival and loan car return. Regular compliance monitoring.
Performance Monitoring and Enforcement
Regularly check that this is being carried out for every job, strong internal warnings if policy not followed once established
Process Implementation and Documentation
Implement a process to ensure the pre-inspection forms are completed and signed for EVERY time a vehicle checked in, plus it good to do this when a loaned car is returned
Technology and Systems Implementation
There should be plenty of the pre-inspection forms available for reception staff. It is best if these inspections are completed in an electronic format and saved in the BMS
Documentation and Forms Management
The business should include this check on the pre-inspection form
Policy Implementation and Staff Training
Once in place the business should write a script for reception staff to explain the process to the staff
Related tasks
Milestone:
01: Elevate Your Customer Experience