Lesson 2 · Drive Process · 9 min read
Check-In and Write-Up
The write-up is where the day either gets clean or gets messy. Suite should hold the customer's words, the vehicle facts, the authorization, and the expectations before the RO goes to dispatch.
Lesson Objective
Run the Dyer iPad write-up inside Suite: verify, document, authorize, and dispatch without missing the steps that protect the customer and the dealership.
The Write-Up Sequence
- Open or roll the appointment into an RO. Make sure the right customer, vehicle, and appointment are connected.
- Confirm contact information. Cell number, email, and preferred contact method drive the rest of the visit.
- Capture concerns verbatim. Write the complaint in the customer's words with when, where, what, and how long.
- Review each RO line. Do not let the customer sign something you did not explain.
- Set MPI expectations. Tell them they will receive a video and a callback after the inspection.
- Enter authorization amount and estimated completion time. No vague "we'll call you."
- Get signatures. Capture approval before dispatch.
- Turn the RO into dispatch. The Suite status should reflect where the vehicle really is.
Weak vs Strong Complaint Lines
| Weak | Suite-ready |
|---|---|
| "Noise while driving" | "Customer states thumping from front when braking, worse cold, started 2 weeks ago." |
| "AC not working" | "Customer states AC blows warm on driver side only, passenger side cool, started last weekend." |
| "Pulls" | "Customer states vehicle pulls right on smooth highway above 50 mph, tire pressure not checked." |
Suite Habit
Do not translate the customer into technician language too early. Capture their words first. The technician adds cause and correction after diagnosis.
Write-Up Checklist
The Dyer Standard
A clean Suite write-up should give the technician enough detail to start correctly and the customer enough clarity to avoid surprises later.