The Express Lane Workflow¶
The 11-step procedure for every guest that comes through the Window — laid out as a slide deck so each step is its own focused screen.
Step through the slides — chips, Previous / Next, or ← → arrow keys.
1
Greet, Set Expectations, Offer Water
Warm welcome. Frame the 20-minute promise. Note special asks.
Arrival
Warm greeting
Use their name if known. Ask what they're in for. State Inspection? Call out "State Inspection, bay X."
Frame
The 20-minute promise
Explain the 50-point inspection, mention the callouts, offer water.
Lobby
Lobby request
Walk them to the lobby and use the tablet for presentation.
Edge case
No-DVI request
Still capture 4 corners, rear, and dash. Note the ask on the invoice and DVI.
Permission
Interior cabin filter
Ask permission before pulling the glovebox.
Reset
Oil light
Reset the Oil Service Indicator Light while the vehicle is running.
2
Open the Repair Order
Search → verify → confirm oil details → tech callouts.
In OverDrive
3
Reason for visit
State inspection → ask for proof of insurance. Pull oil filter, type, and special service details.
Tech callouts
Bottom-side
Call out the oil filter number so they pull the right part.
Evac
"Evac, bay X" — confirms product in stock; let them acknowledge.
Torque
Drain plug ≠ 25 ft-lbs? Relay the correct spec to the Pit Tech.
3
The Oil Conversation
Inform → answer → ask which oil they'd like.
Inform
OEM type and grade
Tell the guest the manufacturer's recommended oil for their vehicle.
Answer
Price + what's included
Cover questions. Be clear about the full service that comes with the oil change.
Ask
Which oil today?
Customer picks something different? Note on the invoice. Ensure the correct product hits the line.
4
Hand Off to the Techs
Set them up. Step back. Listen for the cue.
1
Brief top-side
Oil type and quantity required by OEM.
3
Listen for the cue
"Spot DVI complete, Bay X" — your turn to prep.
5
Prep Before You Walk Out
Verify the DVI. Check history. Pull in Packages. Map declines.
The checklist
1
DVI accuracy
3
Mileage check
4
Yellow + red review
5
Open Packages
Add maintenance / repairs.
6
Assigned techs
The gate
Double-check the DVI and clear up any questions with the tech.
Does the DVI reflect a thorough, professional, complete customer experience?
Yes → continue
No
Partner with your Express Tech for updates.
Mileage-based recs and price-fluctuating parts checked?
Yes → continue
No
Obtain additional charges and review mileage recs.
Anything to refer to the sister store?
If yes
Collect the flyer and ensure the guest can see the DVI on the monitor, tablet, or their phone.
6
Present the DVI to the Guest
Transparency and credibility. Meet them where they are.
A
Monitor
Walk them through on the store screen.
B
Store tablet
Bring it to where they are — lobby, parking lot, bay.
C
Their phone
On the phone? Ask them to open the sent DVI and walk through it together.
Frame the value
Highlight the benefits — transparency and credibility. The DVI is what separates Sun Auto from the corner shop.
7
Introduce the 4 P's
SunPRO framing: educated decisions without pressure. Then walk Green → Red → Yellow → Yellow.
Positive findings
Green
"Your air filter looks great, cabin filter is clean, tires are wearing evenly…"
Builds trust before any spend. Always lead here.
Builds trust before any spend. Always lead here.
Protection & Safety
Red
"Our top priority is your safety. Here's what I found…"
Critical, immediate. Anchor in safety first.
Critical, immediate. Anchor in safety first.
Prevention
Yellow
"Next, let's look at what helps prevent future issues."
Use OEM mileage intervals as your reference.
Use OEM mileage intervals as your reference.
Performance & Efficiency
Yellow
"Finally, these are items that help your car perform its best."
Present as optional or value-add.
Present as optional or value-add.
Set scope upfront
We don't perform repair work in the Express Lane — but we have a customer loyalty discount for any repairs, services, or tires the guest schedules.
8
Have the Conversation
Three tiers. Same flow each time. Use the eligibility reference to decide what stays in Express.
Red — Protection & Safety
"Our top priority is your safety." Explain what was found, why it's unsafe, and what could happen. Use DVI photos. Close with: "These are items I recommend today so your vehicle remains in operation and we keep you safe."
Yellow — Prevention
"Next, let's look at what helps prevent future issues." Anchor in OEM mileage. "You're approaching the interval for a coolant flush — this helps prevent overheating and protects your engine long term."
Yellow — Performance
"Finally, these are items that help your car perform its best and keep you comfortable." Present as optional or value-add. "Replacing your air filter today will help your engine breathe better and improve efficiency."
When it's beyond Express Lane
Today's path
Offer a full inspection. Arrange a service advisor for transportation and discounts.
Declines today
Schedule an appointment, inform the sister store, document on the appointment / work order / invoice. Include the SRR code. Note your name for credit. Provide SRR sticker and flier on invoice receipt.
9
Close the Conversation
Summarize. Prioritize. Set up the next visit.
Address now
Safety & Protection
Red tier. Recommend today, not later.
Plan soon
Prevention
Yellow tier. Next-visit candidate.
Optional / future
Performance
Yellow tier. Whenever they're ready.
Example closing script
"If it were my vehicle, I'd take care of the brakes first. John, our Certified Service Advisor, is working on the estimate now, and I'll be providing a coupon for 20% off your service. Next, I'd plan the fluid exchange at your next oil change, and note the cabin filter if you want to cover it as well. Today, we're finishing up your oil change with [Oil Grade], topping off fluids, and we'll have you back on the road in about [XX] minutes. Your total for today's services will be [$XX]."
10
Decline Services on the RO
Don't delete. Transfer. Add SRR labor. Hand off the flyer.
SRR labor
Add to the RO
Transfer the SRR labor item so it carries the discount and tracking.
30-day discount
Inform the guest
Tell them about the 30-day discount opportunity.
SRR — Red item script
"When our Express Techs performed your vehicle inspection, they noticed your tread depth is within the range for a safety recommendation. We do not provide that service in the Express Lanes, but we do have an exceptional Full Service facility with certified technicians and world-class Service Advisors next door. I'd be happy to introduce you to [Service Advisor name] for a quote, and I can also provide you with $100 off a set of tires."
Ask: "Would you like for me to introduce you to [Service Advisor name] while you're here today?"
11
Notify, Review, Pay, Goodbye
Tighten the loop and walk them out.
Notify the techs
Add-ons approved
Notify Express technicians immediately so they can pull product and adjust the bay plan.
Delays
Check in with the guest and provide updates every 3 minutes.
Review & payment
1
Walk through completed work
Services, fluid top-offs, recommendations.
3
Satisfied?
If not, get the MOD involved. Mention the CSAT survey.
Before they pull away
Verify
Oil Service Indicator Light reset.
Hand over
Receipt + sticker for next visit.
Confirm
Services set up for next time.
Walk out
Use Express Lane bays. Thank them. Goodbye.
Looking for the full process breakdown?
The slide deck above is the at-a-glance version. For the full prose walkthrough — every bullet, every script, every cross-link — see the long-form workflow document.