Lesson 7 · CSI / NPS · 7 min read

Dyer Communication Standards

Almost every CSI hit traces back to a moment where the customer expected one thing and got another. The Dyer SOP defines specific time windows that prevent that. Hit these windows every time and your scores take care of themselves.

Lesson Objective

Lock in the Dyer customer communication standards — specific time windows, SDL notes for every contact, and the right behavior when delays happen.

The Four Standards You Must Hit

1. First Update — Within 15 minutes of MPI sent

The customer just got the MPI video. They're watching it now. Call them within 15 minutes while it's still fresh.

2. Ongoing Updates — Every 2 hours minimum

While the vehicle is in the shop, the customer hears from you at least every two hours. Even if nothing has changed: "Just wanted to let you know we're still working on it, on track for the timeline I gave you."

3. Immediate Contact — Delays, added repairs, parts issues

Anything that changes the timeline or scope: call immediately. Don't wait for the next 2-hour window. The customer hates surprises more than they hate bad news.

4. Completion Notice — At least 30 minutes before pickup

Notify the customer at least 30 minutes before the car is ready. Review approved services, total cost, and pickup timing on the call.

Daily Contact Rule (Parts-Delay Edition)

If the vehicle is down for parts, update the customer daily unless they specifically request otherwise. Silence is worse than the delay. A daily check-in — even just "Hey Mr. Carter, just touching base, your part is still expected Thursday, no changes" — keeps the trust intact.

SDL Notes — Every Contact

Per the SOP, complete the Notes section in SDL every time:

The customer is contacted
The vehicle status changes
The vehicle is staying overnight

No exceptions. SDL notes are the dealership's memory. The next advisor who picks up this RO should be able to read the notes and know exactly where things stand.

Word Tracks for Each Standard

The 15-minute MPI callback (first update):

"Hi Mr. Carter, this is Mike at Dyer. Your tech just finished the inspection — did the video come through okay? Great, let me walk you through what he found and we can talk through your options."

The 2-hour check-in (no changes):

"Hi Mr. Carter, Mike again. Just wanted to give you a quick update — we're still on schedule for the timeline I gave you. Tech is wrapping up the brake work now. I'll call you the moment we're ready for you to pick up."

The immediate delay call:

"Hi Mr. Carter, Mike at Dyer. I want to give you a heads-up — when the tech got into the brakes, we found the rear caliper is seized. That adds about 90 minutes to the job. I'd hate to surprise you at pickup, so I wanted to tell you now. New ETA would be 3:30 instead of 2:00 — does that still work for you?"

The completion notice (30 minutes before pickup):

"Hi Mr. Carter, your Tahoe is just about ready. Tech is finishing the final QC and we'll have it pulled around in about 30 minutes. Total today comes to $642.18. I'll see you then — drive safe coming over."

The daily parts-delay update:

"Hi Mr. Carter, Mike at Dyer with your daily update — your part is still expected to arrive Thursday morning, no changes on that. Once it's in we'll have you fixed up the same day. I'll call you tomorrow with another update."

Video Slot · Coming Soon

Four communication standard demonstrations

Suggested script: 2-minute video — four 30-second clips showing the 15-min MPI callback, the 2-hour check-in, the immediate delay call, and the 30-minute completion notice. Same advisor, same calm tone. Show what each one sounds like in real life.

What Each Call Should Cover at Write-Up

Set expectations at the drive so none of these calls catch the customer off-guard.

Setting the communication expectation at write-up:

"Here's what to expect: once the tech finishes inspecting your vehicle, you'll get a video walk-through from him. I'll follow that up with a phone call within 15 minutes to go over what he found and your options. After that I'll check in with you every couple of hours, and if anything changes I'll call you right away. We'll give you at least a 30-minute heads-up before the car's ready. Sound good?"

NPS-Lifting Habits

Use their name on every call

"Hi Mr. Carter, this is Mike..." — opens every call. Last sentence before hanging up also includes their name.

Reintroduce yourself on call #2

Customers forget names. "Hi Mr. Carter, this is Mike — your advisor today at Dyer." Removes friction.

End with a confidence statement

"We'll take care of you." Four words. Customers remember the last thing you said.

Communication Standards Checklist

Set communication expectations at write-up (what to expect, when)
First update made within 15 minutes of MPI being sent
Updates every 2 hours minimum while vehicle in shop
Any delay, added repair, or parts issue triggered immediate call
Daily update if vehicle is down for parts
Completion notice at least 30 minutes before pickup
SDL notes entered after every customer contact
SDL notes updated when vehicle status changes
SDL notes flagged if vehicle is staying overnight

Common Mistakes

"We'll call you when it's ready" — no time window, no plan, CSI lottery.
Missing the 15-minute MPI callback because the drive is busy. CSI hit guaranteed.
Skipping the 2-hour check-in because "nothing has changed." Silence kills trust.
Delivering bad news at pickup that should have been delivered hours earlier.
Skipping SDL notes because "it's slow." That note is what the next advisor needs.
Not setting the communication expectation at write-up — every call feels like a surprise.

Manager Coaching Tip

Pull yesterday's CSI/NPS responses. Look for comments like "didn't know how long it would take," "had to call to get an update," "surprised by the cost." Those map directly to specific standards being missed. Don't punish — coach the standard that was missed. The four time windows are simple to teach and easy to track in CDK.

You Finished the Lessons

Seven lessons down. Now prove the knowledge sticks — head to the knowledge check, work through the roleplay scenarios, and have a manager run the scorecard on your next ride-along.

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