The WOW
- Improve key metrics
- Increase customer satisfaction
- Improve the quality of repair
- Reduce chaos
- Improve employee retention
- Plug and Play
- Meet and exceed financial goals
What are the Benefits of the WOW Process?
- Review vehicles leaving next three days
- Review Key Metrics
- Hand out Tech Sheets (Prioritized 1,2,3)
- Ask “What Time”
- Agree on the Plan on the Board
- WOW Cheer
What are the Elements of the Morning Huddle?
- Verify Mapping
- Verify Repair Procedures
- 100% Disassembly
- Final Repair Plan Meeting
What is Repair Planning?
The tools we use to determine what day is available to schedule.
What are the Daily Demand Capacity Planner (DDCP) and the CCC Calendar?
During the repair process, we contact the customer on these two days, at a minimum.
What are Tuesday & Thursday? (Update calls)
Who are we?
Gerber!
What do we do?
WOW Every Customer, Be the Best!
What is Our Daily Cheer?
Review production schedule (up to date)
Print and review the following reports:
- CCC Onsite by Repairs Completed
- CCC Tech Sheets by Technician Team
- CCC Scheduled In
- ARMS List (printed by CSR)
What are the Steps to Prepare for a Morning Huddle?
- Ensure vehicle repair mapping
- 100% disassembly
- Touch every part
- Pull repair procedures
- Review pre-scan
- Judgment labor times
- Take additional needed photos, Label all photos
- Update parts availability
What is Blueprinting?
CCC Production Schedule Dashboard
What is our primary tool to manage production in the shop?
These are 2 steps in building a Relationship with your Customer.
What are live check-ins and great customer communication?
The process that makes the shop perform better
What is the WOW Process?
These CCC reports can help you identify Completed vehicles that have not yet been Delivered.
What is the CCC "On-Site By Repairs Completed" or the "Repairs Completed, not Delivered" report
FRPM
What is the Final Repair Plan Meeting?
We do this when something turns Red on the CCC Production Schedule Dashboard
What is identify the issue that is creating the delay and take action!
During this, we ask the customer if they can pick up their car if it is ready the next day.
What is the Pre-Delivery Call?
- Meter the Business (Geber Express)
- Morning Huddle/1 P.M. Meeting
- Blueprint/Final Repair Plan Meeting (FRPM)
- Production Management
- Customer Communication
What are the Primary Elements of the WOW Process?
- Verify Morning Production Plan
- Review On-Site vehicles
- Midday Production Check-in
- Review Scheduled In - One Week Out
What is the 1 P.M. Production Meeting?
"I dare you to find something" on my estimate
What should you say to yourself, as an estimator, before calling for a Final Repair Plan Meeting?
These are three stages where we recommend you reconcile during the day.
What are the Refinish, Reassembly, and Detail stages?
This is completed within 24 hours of delivery
What is a Customer Follow-up call?
This is the name of our Direct-to-Repair (No Estimate) program.
What is Gerber Express?
- GM/PM
- Estimators
- Parts Coordinator
- CSR (as available)
Who attends the 1 P.M. Meeting?
- Estimator
- Tech
- GM/PM
- If available - Parts/Painter
Who attends a Final Repair Plan Meeting (FRPM)?
How we ensure our QUALITY is beyond our customers' expectations.
What is Final QC?
How we prepare customers to respond positively to the survey.
What is great customer service and reviewing the survey with the customer?