Ask the Expert: As a service advisor, I’m questioned about why I didn’t identify a leak during a walkaround. What should I be doing differently?

March 25, 2021
You can improve the inspection by using a border control-style undercarriage mirror, but adjusting the customer’s expectations is a better option by clearly stating at check-in that it’s a visual inspection being completed on the walkaround.
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Question: As a service advisor, I’m questioned about why I didn’t identify a leak during a walkaround. What should I be doing differently?

Answer: 

A service advisor has a tough job to do, and there are always opportunities to improve. During check-in identifying a leak – whether it’s an engine oil leak, coolant leak, power steering leak, or otherwise – often isn’t caught for because the advisor seldom performs a thorough undercarriage inspection. Simply put, it’s extremely difficult to accurately identify a leak without it being in the air. You can improve the inspection by using a border control-style undercarriage mirror, but adjusting the customer’s expectations is a better option by clearly stating at check-in that it’s a visual inspection being completed on the walkaround.

That said, an undercarriage inspection with AI-powered Helios or Atlas from UVeye will identify potential problem areas under the car much more accurately than a service advisor. Equipping your service drive with this technology could save time and trouble, and help you sell more too.

Information provided by UVeye

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