Medics Auto Repair
Processes & Procedures
The Service Advisor controls the customer experience from the first phone call to vehicle pickup. This position is responsible for communication, scheduling, selling recommended work, keeping customers informed, and helping the shop operate efficiently.
A Service Advisor is not just a person who answers phones. This role is the bridge between the customer, the technician, the parts department, and management.
The advisor’s job is to create trust, gather the right information, guide the customer through the process, and help them make the best decision for their vehicle.
Your Objective
- Capture every opportunity
- Book vehicles into the shop quickly
- Communicate clearly and professionally
- Present recommended repairs with confidence
- Protect the shop’s process, pricing, and standards
Daily Expectations - No Exceptions
- Answer phones within 3 rings
- Use the approved phone script
- Book same-day or next-available appointments
- Avoid quoting prices over the phone
- Check customers in using the proper process
- Keep customers updated throughout the day
- Present inspection findings clearly
- Follow up on missed calls, declined work, and no-shows
- Log all customer communication in OktoRocket or the proper system
Service Advisor Required Process
1. Answering the Phone
Every call must be answered with a warm, confident greeting.
Example:
“Thank you for calling AutoMedics, this is [Name]. I can help you with that today.”
The goal of the call is not to diagnose the vehicle over the phone. The goal is to get the vehicle into the shop so we can inspect it properly.
2. Booking the Appointment
Always assume we can help the customer today unless the schedule truly prevents it.
Use language like:
“We can get you in right now, or later today at [time]. Which works better?”
Do not ask open-ended questions like, “When would you like to bring it in?” That gives away control of the schedule.
3. Checking in the Vehicle
At check-in:
- Take the keys first
- Confirm customer name and phone number
- Write down the concern in the customer’s own words
- Ask about timing needs
- Explain the inspection process
- Move the vehicle into workflow as quickly as possible
Do not diagnose the vehicle at the counter. Do not promise pricing before inspection.
4. Presenting Recommended Work
When presenting work, start with the highest-priority item first.
Use this structure:
- Safety concern
- Reliability concern
- Maintenance or preventative item
The customer should understand:
- What we found
- Why it matters
- What happens if it is ignored
- What we recommend
- What the cost is
- What the next step is
5. Following Up
Follow-up is part of the job, not an optional task.
Daily follow-up includes:
- Missed calls
- Voicemails
- Online appointment requests
- No-shows
- Declined work
- Customers waiting on information
No opportunity should sit untouched.
Non-Negotiable Standards
- No quoting over the phone
- No guessing
- No weak appointment offers
- No delayed callbacks
- No incomplete customer notes
- Every customer interaction must be logged
- Every customer must be treated with urgency and respect
Service Advisor Success Metrics - KPI's
- Close ratio
- Average repair order
- Effective labor rate
- Car count
- Appointment conversion
- Customer communication quality
- Follow-up completion
Service Advisor Training Requirements
- Sales Fix certification
- Fix My Call submissions
- OktoRocket training
- Phone script training
- Shop Fix required training videos
- Internal SOP training
The Service Advisor controls the front door of the business. Strong communication, speed, and confidence create trust with customers and keep the shop moving.