Express vs Service Forward Referral¶
When something turns up on the DVI, you've got one decision to make: does this stay in the Express Lane, or does it get handed off?
The rule¶
A service stays in the Express Lane only if all three are true:
- The part or product is in stock
- The service doesn't require additional labor, pricing changes, or repair work
- The team can execute it safely in under 20 minutes
If any one of these fails, it's a Service Forward Referral — the estimate gets built at the Window, and the Job is transferred to a Service Advisor for execution (or scheduled for a return visit).
In either case, the estimate is prepared by Front-of-House Leadership and Advisors.
Protection & Safety (Red)¶
Items critical to the guest's safety and the vehicle's reliability.
| Stays in Express Lane | Gets handed off (Service Forward) |
|---|---|
| Wipers in need of replacement | Tires out of spec or in need of replacement |
| Bulbs in need of replacement | Alignment |
| Batteries near end of life — 12V only, no special access/tools | Tire rotations showing uneven wear or over OEM/tire manufacturer mileage (severe mileage) |
| Safety system lights or codes (ABS, Airbag, TPMS, etc.) | |
| Items needing further diagnostics — leaks, troubleshooting | |
| Electrical systems — starters, alternators, tune-up | |
| HEV / HV batteries |
Prevention (Yellow)¶
Maintenance per OEM intervals — catches problems before they become repairs.
| Stays in Express Lane | Gets handed off (Service Forward) |
|---|---|
| Differential & Transmission Fluid Exchange — due by mileage / time only, refer to OEM specs | Systems with leaks, signs of repair, or services requested by the guest at arrival (transmission shifting, etc.) |
| Leaking or contaminated fluids — brake, coolant, power steering, transmission | |
| Batteries nearing end of life via B2Q test | |
| Items needing further diagnostics — leaks, troubleshooting |
Performance & Efficiency (Yellow)¶
Comfort and efficiency items — typically optional or value-add.
| Stays in Express Lane | Gets handed off (Service Forward) |
|---|---|
| Visibly dirty cabin air filters | Heat / Air conditioning recharge or repair |
| Fuel System Cleaning | Fuel repairs & diagnostics |
| Diesel fuel filter (with DEF) | |
| Texas Emissions Inspection |
Hand-off mechanics¶
When a service moves to Service Forward:
- Hand off to a Service Advisor for any estimates or service-forward questions that need answered.
- Timing may vary based on service need and staffing.
- Offer a full inspection and arrange a service advisor to assist with transportation and discounts.
If the guest declines today:
- Offer to schedule an appointment, inform the sister store, and document details on the appointment, work order, and invoice.
- Include the SRR code and details for any discounts. Note your name for credit.
- On invoice receipt, provide the SRR sticker for the referral discussed and hand over the flier.
- Decline the Job on the RO so the 30-day discount can fire — see Declining Jobs.