By: Chuck Pettine, VP, Fixed Operations, Service, Parts, and Collision
When approached by a commercial truck service writer/advisor with an offer of a “courtesy” vehicle inspection, some suspicious truck owners, fleet managers, or operators may immediately think, “upsell.” Nothing’s free, the myth goes, and a shop wouldn’t offer a complimentary inspection without “finding” repairs in dire need of doing.
At Ascendance Truck Centers, and many reputable full-service truck retailers, courtesy inspections are an important – and legitimate – part of our service offering. Our expert service technicians step into their role as trusted service providers who evaluate the vehicle’s health condition on every visit.
Think of courtesy inspections like a regular visit with your doctor or dentist. Inspections examine the health, safety, and reliability of the vehicle. When necessary, they bring to the owner’s attention any repairs needed immediately, or in the near future, to ensure the vehicle’s performance and long life. This process empowers the customer to make educated decisions on why and when to maintain their equipment.
A courtesy inspection is a no-charge status review by a certified technician of the vehicle’s performance, mechanical, electrical, safety, and comfort systems. After a thorough visual inspection and review using the vehicle’s onboard computer, a report can be emailed to you upon completion detailing the findings. This can include normal and unusual wear and tear. Urgent repairs are automatically flagged. Technicians will perform a brake inspection as applicable without removing wheels unless repair/replacement is required.
These no-fee reviews do not include state or federal DOT inspections, which are more rigorous and generally fee-based.
Many fleets have their own maintenance divisions. Whether our shop is performing routine maintenance or more comprehensive repairs, Ascendance’s policy is to offer the multi-point inspection (MPI) — every vehicle, every time. If the customer declines, and we spot something of serious concern, we will immediately bring it to the customer’s attention.
The more informed the customer is regarding the vehicle’s condition, finding small issues before they become major repairs, will help keep the vehicle on the road. If the vehicle is under factory warranty, we’ll inform the customer before seeking manufacturer approval to perform the work. If items found are not under warranty and do not require immediate attention, the customer can extend the life of the component(s) a little longer and still get the most out of the vehicle while also allowing them to better anticipate, plan and, budget for the future repairs.
In reality, the negative connotation of the courtesy inspection as a means to a service upsell is more common in the passenger vehicle market. Most customers in the commercial trucking industry see their mechanics as trusted advocates whose job is to keep their fleets on the road. They provide peace of mind that the vehicle is operating as it should.
In the commercial trucking business, unplanned breakdowns will happen. The courtesy inspection can help spot otherwise unforeseen issues that could result in downtime – and lost money for your business. If your service provider doesn’t mention inspections the next time you go in for scheduled service, ask for it. Your trusted, expert provider should be happy to provide one with every visit.
This transparency empowers the customer to make educated decisions on maintaining their equipment, regardless of their fleet size. Most of all, it provides owners with a glimpse into their equipment’s future, helping reduce surprises and get the most uptime out of their vehicles.
About The Author
About the author: Chuck Pettine is the Vice President of Fixed Operations, Service, Parts, and Collision with Ascendence Truck Centers. His 35-year career in retail automotive includes over two decades with AutoNation. As a Director there, he oversaw service, parts, and collision operations and business growth strategies for multi-store networks. Have questions? Reach him at Chuck.Pettine@AscendanceTrucks.com.
