Client First Time In

Primary Responsibility

To give the client the best experience we can. We only have one chance to make a first impression.

Objective

To get as much information from the client without overwhelming them and also showing our vast knowledge of the Automotive field.

Outcomes

To obtain profitable clients for the long term.

Instructions

When a client calls, walks in or emails (communicates) we are to take all of their information so we can proceed to put them into our system and asses wants and needs.

Take all data and clearly write it in the Shop Boss system.

Explain when time permits to the technician what was said exactly from the client to you. What was written and what are said are 2 different things. We have to assess what the client is trying to tell us and interpret that for the technicians.

Prerequisite Knowledge and Skills

You must be able to take the information in from the client and present it to the other staff in a way that will either resolve the issues the client is having or take care of the services they require.

Safety Issues and Precautions

Highlight any safety issues and other precautions.

Equipment, Supplies or Parts Needed

List equipment, supplies or parts needed.

Time Expectations

Communicate the expected amount of time the technician may require to become proficient and how long it will take to complete the procedure (once proficient).

Advice

List any friendly advice to your team member to complete the procedure in an efficient manner and to the standard that is required.