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[Music] and so because really and truly when we're when the front counter the front house folks are documenting a ticket they're really telling the story of how things transpired and we're going to be writing an sop on this one and so i've already kind of have begun the process on that [Music] and you know i've got the the big why you know why and this is to standardize the way that we document an invoice who's going to be responsible which would be all of the front house staff the owner general manager service advisors anybody that's billing out a ticket right or dealing with customers um and then you know what are the key elements of the procedure you know for me i've got you know that it needs to be descriptive and informative for the customer in the business um it also rather [Music] kind of serves as protection right uh so i got the old cya and then you know we want to have basically listed steps in order of telling to tell and so i've got number one here and this is kind of something that we'll work on together as a group kind of the and to me i've done i did the exercise on my own and i've got a one through ten but i really want all your all's input as well on kind of what makes sense so we think about this and the whole goal is that we're gonna have this sop in place it'll save you a lot of time when it comes down to training uh from counter staff or you know we never really become certified it's always you know uh we never call it i never called anything like a certification it's always kind of a validation because that means that you know we have to occasionally we have to reinspect and remake sure that our staff understands what the policies are the way we want things done and so to be able to go back to an sop like this really makes it clear if you're doing any type of training sessions or behavior sessions if you notice somebody gets lazy or sloppy on how they're billing out tickets um then we can bring them back go hey let's look at this is the way we want want it to be done going forward and as always you know with these sops you know you might say hey you know i don't even like number four like i'm gonna take that out and i'm gonna i'm doing something totally different and that's fine but at least together we'll kind of come up with one that's somewhat you know standardized that everybody uh in the group can have access to and make their own and so when we start thinking about kind of one through ten um now we're documenting the ticket so what's kind of um [Music] keith when you think about it what would be the number one thing when we start to document this ticket start to document uh so have we already built the ticket and that or is it the information that we're going to be getting from the customer in the vehicle yeah so we haven't documented anything right now we got an open work order an open repair order right yeah and uh you know or that will eventually become the invoice of the um for the customer that we're gonna give them but starting off you know we're checking in the car so what's kind of that number one thing when we document this ticket well it's you know it's it's all the customers information um you know name uh phone numbers that we're gonna be able to get a hold of them email stuff uh address um and then you know and then um once we've got all that that we're able to uh you know make the uh uh communication with them uh that we feel comfortable with then of course we dive into the uh the vehicle and and mileage and stuff like that to be able to um you know get it correctly loaded in there okay good so yeah i'm on board with what keith's talking about which is you know we got to collect the phone number the vin number the address of the customer and so forth so but once we get all of that documentation and now we're explaining why is this car here you know what the you know so i think um that's the kind of way i'm looking at it when we're thinking about documenting and telling that story what's going to go in the body of the ticket that we bill out and so um i'm thinking like the first the number one thing would be what why is the car here what's the customer's concern right would everybody pretty much agree with that yep [Music] [Music] you