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What can you do? Step one is to start with technology. Ask yourself, does your team have all the tools they need to succeed? I have started to see the data from shops performing digital inspections, and I am amazed at the results.

As an example, we had a 2004 Toyota 4Runner come in for routine service — the customer had called for an oil change. The vehicle had 167,877 miles and gets regular service with us. Once the RO is written, a quick click on the OEM recommendations tab shows the list of services due by mileage. The chart allows me to choose the services due at 165,000 and 170,000 miles to give me an opportunity to advise the customer of the needed service before they leave. I can look back or ahead as many miles as I want, and then I can add the necessary service to the repair order.

Step two: Develop a comprehensive inspection process that provides the technician with a streamlined way to inspect all areas of the vehicle that coincides with the normal process he deals with every day.

That process involves walking up to the vehicle, getting in, starting it, test driving it, pulling into the bay and so on. This strategy, when coupled with a well-written inspection policy, will ensure your customers get a properly maintained and inspected vehicle at every visit.

Here are some of the items we discovered on this 2004 Toyota 4Runner during its visit to the shop. For starters, the tire pressure monitor light was on. In this case, a temperature change triggered the warning light.

There was also a split ball joint boot. Another look at the OEM recommendations and we see that “inspect ball joints” is part of the routine list of items to be serviced at this mileage interval.

Now, it’s time for a quick check for open recalls by VIN number. I first click the Recall tab, then check the list, and then verify it by VIN number on the National Highway Traffic Safety Administration (NHTSA) website. Once I verify an open recall, I can select the recall to add it to the customer’s repair order. This website is very resourceful and efficient; within seconds I can see if there is a recall. There is no more waiting hours for a call back from the dealer!

Also, be sure to note when timing belt replacement is due. While it was not due at this particular service interval on this vehicle, it soon will be (this year and model has this done every 90,000 miles). This service is critical! So many shops and customers are beginning to forget about this important service as cars continue to get better and are running longer with no perceived problems.

So, don’t be one of the shops that lets a car go without the proper maintenance recommendations, and please don’t let one go without a complete inspection! It’s up to us to do all we can to provide our customers with a safer, more reliable and more valuable vehicle.