After-Hours Guide
After-Hours Call Handling Guide for Auto Repair Shops
After-hours calls can win you the tow and the job—or send the customer to the first shop that answers. This guide gives you a clear way to sort true emergencies (unsafe to drive) from “can-wait” issues, communicate after-hours pricing without drama, and cover nights/weekends without burning out.
1) What counts as an emergency vs. what can wait (auto repair edition)
Your after-hours goal is simple: keep people safe and capture the job. In auto repair, “emergency” usually means the car is unsafe to drive, is stranded, or is actively getting worse fast (overheating, no oil pressure, braking issues). A “non-emergency” is something that can wait until the next business day without risking an accident or major engine damage.
Emergency = tell them to stop driving and get towed (or stay parked). Examples customers will say: “My brake pedal went to the floor,” “The car is shaking when I brake,” “Temp gauge is in the red,” “I smell burning,” “Oil light came on,” “I hit something and fluid is pouring out,” “It died in traffic,” “Steering got heavy,” “It won’t start and I’m stuck at a gas station.”
Can wait = book it for tomorrow/next opening. Examples: “Check engine light came on but it drives fine,” “Oil change reminder,” “AC isn’t cold,” “It makes a small squeak,” “Tire pressure light,” “Battery seems weak but it starts,” “Needs inspection/registration soon,” “Brakes squeak but still stop normal (no grinding).”
When in doubt, treat it as safety-first: if they mention brakes, steering, overheating, smoke, fuel smell, or a warning light that’s red (oil/temperature/battery) — assume tow until proven otherwise.
