Process for Greeting a Customer and Performing an Inspection

Approach the Vehicle with a Smile – Make eye contact, greet the customer warmly, and introduce yourself if necessary.

Confirm the Service Appointment or Walk-In Request – Ask about any scheduled maintenance or additional concerns.

Initiate the Walk Around – Invite the customer to join you in inspecting their vehicle.

Check for Visible Damage – Look for dents, dings, or scratches and document them to prevent misunderstandings.

Assess Tire Condition – Examine tread depth and wear patterns, noting any potential alignment or rotation needs.

Inspect Wiper Blades and Lights – Ensure they are functioning properly and recommend replacements if needed.

Ask About Any Performance Issues – Engage the customer by asking if they’ve noticed any changes in braking, steering, or engine performance.

Review Fluids if Accessible – Quickly check oil levels and other fluids if possible.

Summarize the Findings – Communicate any observations and recommendations before moving forward with the service write-up.

Why the Walk Around Matters

Builds Customer Connection – Walking around the vehicle with the customer provides an opportunity to engage with them, creating a more personal experience.

Identifies Potential Repairs – This process allows the advisor to spot any visible damage, such as dents, dings, or scratches, that may require body shop services.

Evaluates Tire Condition – Checking the tires' tread and wear pattern helps identify whether they need rotation, alignment, or replacement.

Shows Proactive Care – This extra step demonstrates that you are more than just an order taker—you are actively looking out for the customer's safety and the longevity of their vehicle.

Allows for Immediate Customer Concerns – Discussing issues at the vehicle, before the write-up process, ensures customers feel comfortable and heard from the start.

Walk Around Word Track

"(Customer Name), let’s do a quick walk around your vehicle. We can check the condition of your tires and wiper blades, and I’ll point out anything that may need attention. For example, I noticed a couple of small dents—our body shop may be able to help with that."

Key Takeaways

Always approach the customer warmly and professionally.

Use the walk around as a tool to identify concerns and recommend necessary services.

Engage the customer by asking questions about their vehicle’s condition.

Reinforce that this process is for their benefit, ensuring a smooth and transparent service experience.

By making the walk around a standard part of your service process, you build stronger relationships, enhance customer trust, and create additional revenue opportunities while improving overall customer satisfaction.