Appointment and Intake procedure

Appointments:

• Answer phone with excess of cheerfulness so that the caller will feel at ease and welcome. Customers want to talk to people who are happy and demonstrate that they wish to help them.
• Offer an appointment on the earliest possible day that works for the customer.
• Take as thorough of notes as possible about the concerns or service desires the customer describes;
• Considerations:
  • Will the customer need to be shuttled? Are there other shuttles scheduled at that time? Are they in the same direction? Note the direction of the shuttle ride in your appointment;
  • Will parts need to be ordered to do the requested work? Note that parts will needed to be ordered;
• If you quote a price during the conversation, you MUST record the quoted price/job in the appointment so that we can keep our promise.
• At the end of the notes, put your initials so that if there are any questions about the appointment your fellow employees know who to ask.
• If they ask you questions you are not absolutely sure of the answer, it is better to put them on hold and ask then to make an error. The correct verbiage is “that is a good question, let me find out. Can you wait one moment while I find out?” or “I need to look up the current price on that, can I call you back in a few minutes?”
• Ask them if they would like to have an appointment reminder emailed to them.

New customers:

• You must ask for all of the customer information. Address, phone numbers, email, etc. They don’t have to give it, but you must ask.

Customer Intake and write up procedure.

• Greet customer with excess of cheerfulness so that they will feel at ease and welcome.
• Perform walk around; Fill out intake form completely including vehicle information and condition, all scratches, dents, and damage must be recoreded. Discover and record easy upsells and recommendations.
• Floormat and hang hat every car; Judge car and customer and if needed place seat cover.
• Interact with customer and ask questions, find out their wants and needs.
• Write repair order and discuss with customer: costs, what will be performed, general procedures and time frames.
• Verify that all of their information is still correct. Edit as needed;
• Get their agreement, contact information, and SIGNATURE.
• If needed arrange ride or loaner car.
• Write in operation info on repair order: Service writer initials, hat #, promise time, time allowed for techs on each operation.
• Update vehicle status in ROWriter, record promise time if needed.
• Arrange for parts as needed
• Dispatch to shop foreman

When R.O. is complete.

• Put car on wash board
• Ask yourself what level of quality control is needed? Make sure what you have promised can be delivered.
• Write up thorough labor descriptions; we get paid by the word.
• Verify all parts, chemicals, hardware that are used are on bill!
• Record tech initials and verify tech times.
• Print invoice, file.
• Contact customer. Arrange for pick up if needed.
  • Remember, A car isn't done until its washed!