Fixed Right First Time (FRFT) Best Practices

At the core of a service visit, fixing the vehicle right the first time can make or break the service experience. After all, that is the main reason for the customer visit to your dealership.

Below are some best practices that may help your dealership increase Fixed Right First Time (FRFT):

• Complete a full write-up with the customer; proper documentation is the start to fixing things correctly
• Have a process at write-up to notate seat position, mirrors, radio, cleanliness, EV charge, etc.
• Review RO to ensure all the work detailed has been completed properly and communicated using the “Three C’s” (Concern, Cause, Correction)
• Include having the Technician explain the repair procedures in enough detail to the Service Consultant to relay back to the customer or utilize Service Lane Technology to explain clearly and directly with the customer
• If parts are required to be ordered, inform customers on the status of receiving the special-order part and reschedule the appointment to complete the repair
• Utilize your appointment booking software to integrate so your parts department gets an email / text about the appointment and the need to pre-order the part
• Inspect vehicle to ensure that it is clean inside and out prior to redelivery
• Ensure vehicle settings (seat position, mirrors, radio, etc.) are returned to the original position customer had brought it in, utilizing the notes taken at write-up
• Review the repair order with the customer for complete understanding of what was performed as part of the service visit

Performing these tasks consistently will lead to higher service satisfaction, repeat business to your dealership, and customer retention.