The Repair Process – Making Sure We Earn Your Trust And Serve You Right
We know it can be daunting to go to an Auto Repair Shop. It can be daunting for several reasons. Maybe you are visiting a new repair shop, you might be scared about what is going on with your vehicle, or you might have little to no understanding about vehicles, or maybe you are having anxiety about what the technician might find and the cost that comes with those findings.
Here at Smoky Hill Auto Service, we pride ourselves in our customer service and going above and beyond for those in our communities. We know the repair process is not the most enjoyable, but we strive to make it as simple, cost effective and reduce the interruptions to your day to the best of our abilities.
To help our customers and reduce any risk of confusion, contention or discomfort. we have outlined the repair process here at Smoky Hill Auto Service. Our customers get top notch service, detailed reports with pictures and videos, prioritized inspection, and service advisors at the counter to strategize the repairs and planning to the very end. Here at Smoky Hill there are no surprises, no hidden elements, and a focus on necessary repairs or services only. We don’t hard sell, we want you to leave our shop feeling confident, happy and respected while spending time in our establishment.
Feel free to call us regarding our repair process and we will be happy to clarify anything you need. We look forward to serving you & your vehicle.
Appointment Scheduling:
- Customers can book appointments via phone, online, or in person.
- We also have time for 2-3 ANYTIME appointments. An anytime appointment is classified as a no start, CEL, or any immediate repair need that must be brought in now for an initial diagnostic from one of our talented ASE Certified Master Technicians.
- Appointments can be either a drop off (preferred) or waiting appointment. Whatever fits your needs best.
Vehicle Drop-Off:
- Collect customer details (name, contact information).
- Record vehicle details (make, model, year, VIN, mileage).
- Note customer-reported issues or requested services. At this point, the service advisor will be asking you a handful of questions to get as much information to rely back to our technicians. The better information we have – the better we can identify the issue and find the solution. Below is a link that will take you to a breakdown of common questions.
- Review prior repair history, if applicable.
- Review expectations of when the vehicle is needed back, what form of communication the customer prefers and an ETA of our follow up phone call.
Vehicle Inspection and Diagnosis
Vehicle Check In
- Perform a visual inspection of the vehicle to note any damage or visible concerns.
- Take photos for documentation (pre-existing damage, odometer reading).
Initial Diagnostics
- Use appropriate diagnostic tools and equipment to identify issues.
- Use any answers or insight the customer provided to duplicate concern and isolate the issue.
- Test Drive If applicable
- Create a detailed report on findings with photos and videos
Estimate and Approval
Prepare an Estimate
- Once the technician is done with the inspection, the service advisor with work up an estimate with a break down costs for labor, parts, and shop supplies needed to remedy the issue.
Customer Communication
- Contact the customer to explain findings and present the estimate. Walk them through all the findings and their severity (no issues all the way to safety hazards).
- Obtain customer approval before proceeding with repairs.
- Reiterate expectations on repair times and part availabilities.
The Repair
Parts Acquisition:
- Order or retrieve parts.
Repair Work:
- Assign tasks to proper technician based on skill and workload.
- Follow manufacturer specifications and safety standards. At ALL TIMES.
Quality Control:
- Double-check completed repairs.
- Test the vehicle to ensure the problem is resolved.
- Update Customer As needed. Over communication is better than none at all.
Vehicle Pick Up
Customer Notification:
- Contact the customer to inform them that their vehicle is ready for pickup.
Pick-Up Process:
- Explain repairs and provide an itemized invoice.
- Answer customer questions and provide maintenance tips if needed.
Post Repair Visit
Communication:
- Send a follow-up message or call to ensure customer satisfaction.
- Offer future service reminders (oil changes, inspections).
- Send a text to thank them for their visit and ask for a google review