Emergency Call Protocol
Emergency Call Protocol for Auto Repair Shops
When a driver is stranded on the side of the road, they will not wait for a callback. This protocol ensures your auto repair shop captures high-value engine and transmission jobs even when you are under a lift or covered in grease. By streamlining your emergency intake, you turn frantic callers into loyal, long-term customers.
Defining a True Auto Emergency
Not every phone call is a crisis. An oil change for $50 is a scheduled task, but a vehicle that won't start or has a flashing 'Check Engine' light is an emergency. You must train your staff (or your AI receptionist) to identify red flags like smoke from the engine bay, grinding brake noises, or a car stuck in 'limp mode.' These issues represent high-ticket repairs, often ranging from $800 for brakes to $3,000 for engine work, and require immediate intake to prevent the customer from calling the shop down the street.
Key takeaway: Distinguish between routine maintenance and high-revenue breakdowns to prioritize your shop's workflow.
The Triage Decision Tree
When a call comes in, the first goal is safety. Ask the driver if they are in a safe location away from traffic. If the car is smoking or leaking bright-colored fluids, instruct them to turn off the ignition immediately. Determine if the vehicle is drivable or needs a flatbed tow. If you are in the middle of a complex transmission swap and cannot answer, SkipCalls can handle this triage for you, identifying the vehicle make and model so you know exactly what tools to prep before the tow truck arrives.
