Reviewing the UVeye Scan with the Customer
UVeye replaces the old manual perimeter walk-around. The scanner captures the full visual condition of the vehicle in seconds. Your job — the advisor's job — is to review the scan with the customer in real time, address what's flagged, and email them the report. This is the modern Dyer walk-around.
Use the UVeye scan as a trust-building, transparent walk-through of the vehicle's condition. Document pre-existing damage from the scan, flag concerns for the technician, and email the report to the customer.
Why UVeye Changes the Game
The old way of doing a walk-around — advisor with a clipboard, manually inspecting around the car — had two problems. It missed things (we're human), and it took time the drive doesn't always have.
UVeye solves both. The scanner captures the full perimeter, undercarriage, tires, and tread depth in one pass. Every angle. Every time. The scan results sit on your iPad before the customer even finishes pulling forward.
UVeye captures the data. The advisor turns that data into a conversation. The scanner is the tool; the trust-building still happens between you and the customer. Don't just hand them a report — walk them through what the scan shows.
The Review Process — Step by Step
1. Open the scan on the iPad in front of the customer
Don't review the scan privately and then summarize. Pull it up with the customer next to you. Tilt the iPad toward them. Everything you see, they see.
2. Walk through what the scan caught
Go category by category. Use plain English. Hand point at the screen as you narrate:
- Exterior condition — any dings, scratches, dents the scan picked up
- Tires — tread depth on all four, wear pattern, sidewall
- Undercarriage — anything flagged as unusual: leaks, hanging components
- Glass — chips, cracks the scan detected
3. Confirm pre-existing damage out loud
This is critical. Any damage the scan caught gets confirmed with the customer:
- Point at it on the iPad
- Say what it is and where it is
- Confirm with the customer: "Looks like this was here before today — we'll document it on the RO so there's no question later."
4. Surface customer concerns
The scan handles the visual. You handle the verbal. Ask:
- "Anything else been bothering you about the car?"
- "Any noises, smells, warning lights since the last visit?"
- "Anything specific you'd like the tech to take a look at while we have it?"
5. Email the report to the customer
Per the SOP: the Advisor or Concierge emails the UVeye report directly to the customer. This is non-negotiable — it's the transparency piece. They walk away with a documented scan of their vehicle's condition before any work starts.
Word Tracks for the Review
"Okay Mr. Carter, here's what the scan caught — let me walk you through it. [point at iPad] Exterior looks clean, a couple small dings here on the driver's rear door and quarter panel — those look pre-existing to me, do those look familiar? Good. Tires — front tires are showing 4/32 on the inside edge, rears are at 6/32. I'll flag those for the tech to confirm. Undercarriage is clean, no leaks flagged. Glass is good."
"The scan flagged this scuff on the rear bumper — [zoom in on iPad] looks pre-existing to me. Want to make sure we're both clear it was there when you came in, so I'll document it on the RO. That way nobody's wondering at pickup."
"The scan covers what we can see from the outside. What I can't see from the scan is what you've been noticing — any sounds, vibrations, smells, warning lights I should flag for the tech?"
"I'm going to email this scan report to you right now so you have a copy. [hit send] Done — should hit your inbox in a minute. That way you've got a documented snapshot of the vehicle's condition before any work starts."
What UVeye Can't See — Your Job Fills the Gap
The scan is comprehensive but not magic. There are things UVeye doesn't catch that you still need to verify or ask about:
| UVeye captures | You still ask / verify |
|---|---|
| Exterior damage and condition | How damage happened, customer's preference |
| Tire tread depth and wear pattern | Driving patterns, when tires were last replaced |
| Underbody visual condition | Driving symptoms (noise, vibration, pulling) |
| Tire pressure | Whether the TPMS light has been coming on |
| — | Warning lights on the dash |
| — | Smells, sounds, or feel issues |
| — | Customer's stated concerns |
| — | Aftermarket coverage / warranty |
When UVeye Isn't Available
UVeye isn't every lane and every car. For collision, marine, larger trucks that don't fit, or when the scanner is down, you fall back to a manual perimeter walk:
- Driver side — paint, panels, doors, tires
- Front — bumper, hood, grille, headlights, windshield, wipers
- Passenger side — same as driver, both tires
- Rear — bumper, taillights, exhaust, ground for leaks
- All four tires as a set — tread, wear pattern, sidewall, date code
- Interior — dash warning lights, mileage, maintenance reminders
Same principles as the UVeye review: point at what you see, confirm pre-existing damage out loud, document on the RO, ask the "anything else" question.
The UVeye Review Checklist
Common Mistakes
- Reviewing the scan privately and then summarizing — defeats the transparency.
- Skipping the "anything else?" question because the scan looked clean.
- Forgetting to email the report. SOP requires it.
- Treating UVeye as the whole inspection — the scan is half of it; you talking to the customer is the other half.
- Apologizing for the scan or making it sound like a corporate requirement. It's a benefit to the customer.
- Not confirming pre-existing damage out loud — sets up disputes at pickup.
Manager Coaching Tip
Spot-check the UVeye report email log. Every customer should have a scan report emailed to them on the day of the visit — no exceptions. If that's missing, it's the #1 signal the advisor is rushing the drive process. Also listen during morning rush: is the advisor narrating the scan with the customer, or just emailing it silently? The narration is where trust gets built.