What should a service consultant prioritize when a technician submits a work order?

When a technician submits a work order, it is essential for the service consultant to prioritize consulting with the technician on the recommended services. This step is crucial as it allows the consultant to gain a comprehensive understanding of the work performed, any specific issues identified, and the reasons behind the technician’s recommendations. Engaging in this dialogue ensures that the consultant is informed about the details of the vehicle's condition and the technician's assessment.

This collaboration also helps to clarify any potential uncertainties or additional services that might be necessary, enhancing the ability to communicate effectively with the customer about what services are needed and why. By prioritizing this consultation, the service consultant can also ensure that the service provided aligns well with the customer’s needs and expectations, ultimately leading to improved customer satisfaction and trust.

In cases where other choices may be tempting, engaging directly with the technician prevents miscommunication and facilitates a more accurate and thorough understanding of the vehicle's service needs before interacting with the customer or scheduling further work. This proactive approach lays the groundwork for successful service delivery.