The Greeting at UVeye
First 30 seconds. No second chances. The greeting sets whether the customer relaxes or stays on guard for the rest of the visit. At Dyer, the greeting happens at the UVeye machine — and there's a specific way we do it.
Greet every customer at the UVeye machine, follow the Dyer SOP for tagging and check-in, and bridge naturally into the UVeye scan and write-up.
Where the Greeting Happens — UVeye, Every Time
Per the Dyer SOP, the greeting happens at the UVeye machine. Not at the desk. Not from behind a counter. Not after the customer parks themselves.
When the customer pulls into the service drive, you walk to them. You meet them at the UVeye scanner as they're rolling up. This is the standard — Advisor or Concierge, every time.
Greeting at UVeye does three things: it puts the customer on their turf (in their vehicle), it gives you a natural bridge into the scanner process, and it shows the customer you were expected and ready. The Concierge or Advisor at UVeye is the dealership's first impression — every customer, every time.
The Dyer Standard Greeting
The official Dyer greeting line is short, warm, and intentional:
"Welcome back, we'll take great care of your vehicle today."
Smile. Use the customer's name if known. Then transition straight into the check-in flow.
The First 30 Seconds — Step by Step
Step 1 — Make eye contact and smile
You're not selling yet. You're making sure they feel seen. A nod and a smile beat any opening line.
Step 2 — Deliver the Dyer greeting (use their name)
"Welcome back, Mr. Carter — we'll take great care of your vehicle today."
Step 3 — Place the tag
Place a tag number on the windshield. Tag the customer's keys. Use the third piece of the tag to write:
- Mileage
- Last 8 digits of the VIN
Step 4 — GM vehicles: Savvy Dongle
For any GM vehicle, insert the Savvy Dongle into the OBDII port. Wait for the solid green light before moving on. Don't skip this — it's part of the standard.
Step 5 — UVeye Scan
Customer drives the vehicle through the UVeye scanner while you begin the check-in on the iPad. The scan runs automatically. You'll review the results with the customer in real time in the next lesson.
Step 6 — Bridge into Write-Up
Once scanning is in progress (or complete), set the expectation for what comes next: review the scan, write up the RO, set timing.
Word Tracks
The Dyer greeting is the starting point. These extend it for different customer types.
"Welcome back, Mr. Carter — we'll take great care of your vehicle today. I'll get you tagged up and we'll send you through the UVeye scan. While you're rolling through, I'll start your write-up on the iPad. Sound good?"
"Welcome to Dyer — I'm [your name], I'll be your advisor today. You must be [customer name] — appreciate you coming in. Let me get you tagged up. We're going to send you through the UVeye scanner real quick — that's a full visual scan of your vehicle so we can both see its condition before any work starts. Takes about 30 seconds."
"Welcome back, Sarah — we'll take great care of your Tahoe. Let me pop this Savvy Dongle into your OBDII port real quick — gives us a head start on diagnostics. Once we get the green light, I'll send you through the UVeye scan."
"Mr. Carter, I know you've got places to be. Let me get you tagged and through the UVeye scan — takes about a minute total. Then we'll get your RO written up and you out of here as quick as we can. Sound good?"
What Not to Say
No name. No warmth. Sounds like a drive-through.
You should already know. Asking this tells the customer the dealership doesn't have its act together.
You just bypassed UVeye and made the customer wait at the desk. Greeting happens at UVeye. Every time.
Apologizing for UVeye makes it sound like a burden. Frame it as a benefit: customer gets a documented scan of their vehicle's condition.
Body Language Cues
| Do | Don't |
|---|---|
| Walk briskly to UVeye when the customer arrives | Wait at the desk for them to come to you |
| iPad and tag materials ready in hand | Walk out empty-handed and have to go back for supplies |
| Open posture, eye contact, smile first | Arms crossed, looking down at paperwork |
| Calm pace — the UVeye scan takes time, you have time | Rushed, stressed energy that infects the customer |
Manager Coaching Tip
Stand near UVeye during the morning rush. Score advisors on four things: (1) did they meet the customer at UVeye, (2) did they use the Dyer greeting line, (3) did they tag correctly (mileage + last 8 of VIN), (4) for GM cars, did they insert the Savvy Dongle and wait for the green light. If any of the four is missing, coach it on the spot — short, specific, no public correction.