The 4-Touch Update Standard
Per the Dyer SOP, every customer with a vehicle in the shop gets four proactive touchpoints — minimum. Hit those four and customers stop calling you. Skip any one of them and you create the inbound call you didn't have time for. This is the highest-leverage habit in the module.
Execute the 4-touch update standard on every RO, every day — using Numa for the auto-pieces and your own discipline for the manual ones.
The Four Touches
| When | What | How |
|---|---|---|
| Touch 1 Within 15 min of MPI sent |
"MPI is done, here's the video, here's what we recommend, here's the quote — let me know how you want to proceed." | Numa text with MPI link + quote |
| Touch 2 Every 2 hours while in shop |
Quick status: "Tech is on it, expecting completion around X." | Numa auto-text triggered by CDK status change, OR manual Numa text if status hasn't moved |
| Touch 3 Immediately on any delay |
"Heads up — tech found one more thing / part is delayed. New ETA is X. That's on us." | Manual Numa text — Numa won't catch this automatically |
| Touch 4 30 min before pickup ETA |
"All wrapped up, washed, ready for you. We'll be open until X." | Numa text (auto when CDK moves to Ready for Pickup) |
The number of inbound status calls you receive is inversely proportional to the quality of your proactive updates. More proactive Numa touches → fewer "is it ready?" calls. Less proactive → drowning in inbound. Math doesn't lie.
How Numa Carries Most of This
If your DMS statuses are current, Numa handles Touch 1, parts of Touch 2, and Touch 4 automatically. That leaves you responsible for:
- The personal MPI quote text (you're attaching the price and your recommendation to Numa's MPI link)
- The 2-hour manual update when the status hasn't moved but the customer deserves to hear from you
- Touch 3 — the delay text — Numa can't anticipate a delay, only you can
That's not much. 90 seconds of your time per customer per day, total. The payoff is that the customer never has to call you.
The Touch 1 Word Track (Manual via Numa)
"Hi Mrs. Carter — Mike from Dyer. Your tech, James, just sent the inspection video for the Pilot (link above). Quick summary: front brake pads are getting thin and we'd recommend replacing them this visit. Total for that work is $479 out the door. Whenever you have a sec, just text back 'yes' to approve or call me if you want to walk through it. Thanks!"
The Touch 2 Word Track (Manual when no status change)
"Hey Mrs. Carter — quick update on the Pilot. James is finishing up the brake work now, no surprises. Still tracking for the 3 p.m. pickup. Will text again when we're ready."
That text takes 15 seconds. It prevents a 5-minute inbound call later.
The Touch 3 Word Track (Delay — Manual, Critical)
"Mrs. Carter, heads up — James found a worn caliper while pulling the pads off. We have the part in stock and can take care of it today, but we're now looking at 4 p.m. instead of 3. That's on me for not catching it in the initial quote. Total still under the original ceiling. Want me to proceed?"
Notice: you sent this BEFORE the original ETA passed. That's the whole game. A delay text after the customer has already called you is damage control. Before they call is family treatment.
The Touch 4 Word Track (Pickup — Auto from CDK)
When CDK moves to Ready for Pickup, Numa auto-texts. But you can add a personal manual line right after for the relationship touch:
"All set, Mrs. Carter — pulled up out front and washed. We're here till 7 tonight. Drive safe!"
What NOT to Do
"Nothing changed" is still information. Customers want the heartbeat. No update = they assume the worst.
The longer you wait to acknowledge the delay, the worse it lands. Send the partial info early, follow up with the rest.
By pickup, the damage is done. They've spent six hours wondering and now you're explaining it all at once. CSI hit already taken.
Customers can tell the difference between a bot text and a "Mike here, just wanted to check in." The personal touches are the relationship.
The 4-Touch Checklist
Common Mistakes
- Sending Touch 3 AFTER the customer has already called you. Too late.
- Letting Touch 1 slip past 15 minutes — that's when the customer is most engaged with the MPI video.
- Skipping the personal line on Touch 4 because "Numa sent it." Bot-only texts feel impersonal.
- Forgetting to update DMS status promptly — kills Numa's ability to automate Touch 2 and 4.
Manager Coaching Tip
Track touches-per-RO weekly. The standard is 4. The best advisors average 5–6 (they add personal touches beyond the automated ones). The struggling advisors average 1–2 (mostly just the pickup text). Show the data side-by-side and the link to CSI scores becomes undeniable.