Service Menu Program –
It is a common practice in our industry for a field technician to complete a PM service and suggest “recommended repairs”. Customers routinely ask about the cost of the repair, and if the repair can be performed while the technician is still on site.
Sadly, the answer to these questions is:
“NO, I can’t quote you”, and
“NO I don’t have those parts on my van.”
The RDS Service Menu Programs SOLVES this problem by ANTICIPATING common repairs, increasing van inventory, and providing ready prices so field technicians can QUOTE, CLOSE, and COMPLETE recommended repairs while still at the customer’s location.
Fully developed menus are available for an array of branded forklift trucks. Menus also include universal repairs and accessory items that can be installed on any make or model of equipment.
The complete PROGRAM INCLUDES
- Analysis of the dealers PM database by RDS will be performed in order to suggest appropriate menus.
- Dealer branded, complete menus will be developed by RDS, in 3 versions (MAX, MINI, MICRO) depending on the inventory capacity of the service vehicles and the profile of equipment the individual technician will be servicing.
- The MAX menu lists about 60 frequent repairs, the “Mini Menu” lists only 35, while the MICRO lists just 20 of the fastest moving items.
- Customized binders and/or digital files will be prepared for each road service technician.
- In-Person training sessions will be held with all technicians to discuss inventory, menu usage and up-selling.
- Menus will consist of van stocked parts and repair labor for individual repair tasks. The prices shown in the menu are calculated based on parts markups, and labor rates specified by the dealer.
- Menus are customized for technicians based on service population.
- “Not to exceed” (NTE) pricing in the menus will include all parts, labor and sundry charges (while the technician is on site), based on dealership billing policies.
- The program includes a full parts list for each van both for all menus issued.
- The program includes a listing of work description codes that detail the extent of each listed repair. These work descriptions can be entered into the existing business system by RDS if needed at no additional cost.
Step One: The program begins with discovery consultation including service management and ownership in order to craft the menus in light of the current truck population. Branch site visits, and interviews with branch managers and field techs are conducted. Final decisions regarding which repairs will be offered, and which will be omitted are at the full discretion of the management team. Repairs can be added as needed for regional, seasonal, or application based needs.
Step Two: A draft of the desired menus are developed and approved, then an order for parts based on the agreed menu options and number of vans to equip is placed with the parts suppliers.
Step Three: Presentation, technician training, and implementation. All road service technicians will be fully trained on using the menu and instructed on how to report menu sales. Service clerical personnel will be trained on using the component codes included with the program to streamline billing and administration processes.
The programs shown here are custom tailored to individual dealer organizations. Package pricing for consulting services can be obtained on request.