Lesson 6 · Numa / DMS Discipline · 7 min read
Statuses and Communication
Suite status discipline is customer communication discipline. If the RO status is stale, customer updates become stale, Numa cannot do its job, and the customer starts calling for answers.
Lesson Objective
Keep Suite/DMS statuses and notes current at every major step so automated and manual customer communication stay accurate.
The Four Status Moments Advisors Must Protect
| Moment | Suite/DMS action | Customer impact |
|---|---|---|
| Vehicle checked in | RO opened, waiting/dispatch status correct | Customer knows the visit started correctly. |
| Vehicle enters shop | Status moved promptly | Auto/manual updates stay believable. |
| MPI or approval needed | Notes, menu, and customer contact recorded | No mystery about what is pending. |
| Ready for pickup | Status moved only when RO is actually ready | Customer does not arrive before the handoff is clean. |
Notes Every Time
Every customer contact should leave a note:
- Who was contacted.
- How they were contacted: call, text, video/menu sent, voicemail.
- What was approved, declined, or pending.
- What time was promised for the next update.
Good Note
"2:14 PM spoke with Mrs. Carter. Reviewed MPI video and Good/Better/Best menu. Approved Better: front pads/rotors + brake fluid. Declined rear brakes; revisit next service. Promised ready update by 4:30."
Common Status Failures
- Vehicle is in shop, but Suite still shows waiting.
- Customer approved work, but RO still looks pending.
- Ready for pickup is marked before cashier packet is ready.
- Overnight vehicle has no note explaining why it stayed.
- Customer was called, but the next advisor cannot tell what happened.
The Dyer Standard
If the customer calls and you are not available, Suite should still let another advisor answer confidently.