Tow-In Process

Protocol:

• Make sure the customer is not harmed and is safe.

• Does the Customer have Toyota roadside?

  • Toyota Roadside Number: 1-800-444-4195

• If not, we do not have a local preference.

• Drop the vehicle off at the Main Service building

• 510 Fawn Road, East Stroudsburg PA, 1830

  • If the tow is during business hours

    • Have the vehicle dropped around back on the pad. Have the driver hand the keys to one of our team members (Mike or Amanda)

  • If the tow is during off hours

    • Have the vehicle dropped at the front and put the keys in the night drop box.

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

• The next available technician will begin diagnosing the vehicle. 

What to say:

• Determining which department:

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

• 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”