From the phone call to out the door.
Each volume takes one fixed operations process from first word to last, in the Shaw language, with the same cast in every book. Read them in order and you've run the whole visit.
The TO and Declined Work January 2027
The sale starts at no. When a job gets turned over, how the manager earns the right to speak, LEAD, cost and consequence, and the follow-up that brings failed items back.
Service Lane Tech and RO Marketing
Two roads to the same result. One technician in the lane on every vehicle, or the RO that shows the customer what's required. The dealer picks one.
Triage, the Express Lane and Production
How the shop moves the work: quarter time, an express lane built like an assembly line, triage that clears every car before it reaches a stall, and a team that releases the work in order.
The Pass/Fail Multi-Point, the 30-Second Video and the Driveway Sale
One verdict, then a choice. Inspect it, show it, and present the minimum requirement or best care on the drive: minimum requirement, most customers choose, and fries.
The Value-Based Approach
Need plus value, and the customer buys. The ABCDs of every presentation, and the value of your brand, your dealership, your department and you.
The Business Development Center (BDC): Phone Etiquette and the Appointment
The first call, the incoming call, the outgoing call and the appointment that shows up.
Reception
The greeting, the sales-to-service handoff, the walkaround and the repair order.
Out the Door
Active delivery, the next appointment, follow-up and the customer who comes back. The car leaves, and the series ends.
All eight volumes, $799.99
Books ship as each volume releases. Every dollar credits toward a custom-branded Shaw university for your store.