PRE-VISIT AND APPOINTMENT SETTING BEST PRACTICES

• Conducted on

  Date

• Prepared by

• Franchisee

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• Market

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• Location
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PRE-VISIT AND APPOINTMENT SETTING BEST PRACTICES

• Keep a daily appointment schedule, to identify Customers with appointments

• Yes

  No

  N/A

• Review Vehicle Repair History in the store management system before Customers arrive

• Yes

  No

  N/A

• Contact Customers 1 to 2 days prior to appointment to confirm

• Yes

  No

  N/A

• Verify Customer Information and preferred contacts

• Yes

  No

  N/A

• Obtain an alternate Customer contact method

• Yes

  No

  N/A

• Pre-write Repair Orders for scheduled appointments

• Yes

  No

  N/A

• Identify deferred or declined services from prior visit(s)

• Yes

  No

  N/A

• Update Customer profile on store magagement system with any changes as needed

• Yes

  No

  N/A

• Determine Customer’s appointment status alternate transportation, or waiting in lounge

• Yes

  No

  N/A

• Offer loan or rental vehicle when setting appointment with Customer

• Yes

  No

  N/A

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• Store Manager

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• Franchise Support Manager

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