We close out our three-part checklist series with the Verbal Inspection Protocol in practice.
I share a real verbal inspection I found myself in the middle of today, as the scribe during a home walkthrough! We then get into what the Inspector and Scribe roles actually look like on the shop floor, how the apprentice model makes it easy to start training tomorrow, and why the Scribe's authority to hold a technician accountable matters as much as the notes they take.
We talk through what a structured call actually sounds like, how zones give the whole process rhythm, and why saying the good news out loud is often harder than reporting a problem. We also get into flags, severity, and a simple torque verification protocol worth running in every shop as a final quality control check.
All throughout, this is my favorite topic because it combines the power of our voice and gets us SPEAKING UP in the inspection processes, which I spend so much time consulting on.
All my favorite things here. I hope you enjoy and will reach out to me at [email protected] with any questions!
I would love to connect with you individually and help you implement the things we’re talking about in your shop!
Our Word of the Day is:
Protocol, noun. An official or established procedure, a set of rules governing how something is done correctly and consistently, especially in situations where precision and accountability matter.
I think you'll agree, this is one of those areas that matter.
Sincerely,
Craig O'Neill
Thank You To Our Partners AutoFlow, AutoLeap, Shop Dog Marketing, InBound, and Service Advisor Training
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Want a more profitable shop? Start with your service advisor. They are the face of your business, the voice on the phone, and the key to every approved repair. Download 'Words That Work - The Service Advisor's Complete Phone Scripts Playbook at https://serviceadvisortraining.com/
