Tow-In Process

Protocol:

  • Determine if the Tow-In is for Service or Collision.

  • If the vehicle is for service:

  • Instruct the tow driver or customer to leave the keys with the concierge or fill out the overnight drop slip (if after hours). 

  • Collect the customer’s best contact information for the Service Advisor.

  • Text Tony and Miguel and let them know that the email was sent. 

    • Tony: 5705174506

    • Miguel: 5705751216

  • Tony or Miguel will assign it to a service advisor. 

  • The advisor will respond to the original email and will contact the customer.\

  • The next available technician will begin diagnosing the vehicle. 

  • If the vehicle is for collision: 

    • Please transfer to the collision department at ext. 489

What to say:

  • Determining which department:

    • “Is the vehicle being towed in for a collision or service repair?”

  • Guiding the drop off to the booth:

    • “Please have the tow truck driver drop the vehicle at the side of the building and bring the keys to our concierge at the booth.”

  • Obtaining a time estimate:

    • “Did the tow company give you a timeline of how long it will take your vehicle to get to us?”

  • Communicating Guest Experience:

    • “Once it gets here, we’ll get you the next available Service Advisor to reach out to you and take it the rest of the way for you. What is the best way to reach you so I can make sure they have that information when your vehicle arrives.”

-If the customer ask about a time-table-

“The service advisor will get a technician on the vehicle as soon as we can, but they’ll be able to give you a realistic timetable once your vehicle gets here and the tech gets a chance to check it out”

Sending the Email:

Subject: Tow In- (Customer Name)

Body:

Customer Name

Phone Number

VIN

Estimated Time of Arrival

Complaint details if available.