Handoff and Follow-Up
A BG recommendation is only as strong as the handoff around it. If the tech note is vague, the advisor presentation is loose, or the declined service is not documented, the next visit starts from zero.
Learn the technician-to-advisor handoff, RO documentation, and follow-up habits that turn BG maintenance into a consistent process.
The Clean Handoff
| Role | What they own | Example |
|---|---|---|
| Technician | Clear finding, test result, and system context. | "Brake fluid dark, copper strip positive. Recommend BG brake fluid service with pad replacement." |
| Advisor | Customer translation and menu placement. | "Since we are doing pads, I recommend handling the fluid side too. I put that in Better." |
| Manager | Coaching consistency and audit trail. | Reviews whether BG recommendations are tied to evidence, not thrown on every RO. |
Document the Reason, Not Just the Service
A declined BG service should not read like a mystery six months later. Use notes that explain why it was recommended.
"Customer declined BG cooling system service today. Coolant tested acidic and vehicle is over 30k since last coolant exchange. Review again next service or if temperature concern returns."
"Declined coolant flush." No trigger, no urgency level, no next step.
Follow-Up Windows
- Same day: If the customer was undecided, send a short recap with the reason and price.
- Next visit: Bring the declined service back with the original trigger and current condition.
- Before a long trip: Maintenance services tied to cooling, fuel, transmission, and brakes are natural travel-readiness recommendations.
- Used-vehicle baseline: If history is unknown, explain that the goal is establishing a clean maintenance baseline.
Advisor Self-Audit
The Dyer Standard
Every BG recommendation should survive the next advisor picking up the RO. If the reason is clear, the follow-up is easy.