Sign in/check in process

[CAautogroup]

Hello all,

 

What is your procedure for customers signing in or checking in? Do you have a sheet for all customers to right there information (somewhat of a doctors office style) or just greet and immediately begin service?

 

Thanks for your thoughts and opinions in advance.

[Shopcat]

caautogroup,

It depends on if this is a first time client, or an established one and if its a scheduled appointment or a walk in. In the case of an appointment, I recommend getting all the pertinent information over the phone when they set the appointment and use it to start the repair order. When your client arrives you can do a quick review of contact info, and the problem statement, ask if anything additional needs to be checked and get them on their way. Doing this in advance means they have time to better answer those open ended questions that make for an excellent problem statement.

[nge]

We just begin the checkin process but I am interested to see what others do. I have gone back and forth on the idea of having first time customers fill out a check in sheet. It is good because everything is documented by the customer and we can get all contact info (ie email addresses which we have difficulty collecting verbally). On the other hand I feel like we make the customer do too much work if we begin this process.

[alfredauto]

First timers I take extra time getting all the info, repeat customers I just verify the phone #, but its 100% verbal and I type while I talk. All the comments and symptoms I type in so the mechanic has the same info as me, less confusion.

[FROGFINDER]

We had a custom check in sheet that we wrote customers complaints, estimates if known, observed vehicle body damage notes and first timers complete the whole thing, others sign and both select d method of contact for updates.

 

It is noted that there are check out charges to be paid if repairs declined.

[mikerisich]

These are all great ideas. But, have you ever considered having the customer check-in with a tablet? Our Welcome Station customer check-in kiosk empowers customers to check themselves in for appointments, or drop-in service. Customers can update their vehicle and contact information, select services based on pending and popular services, or opt for weather-related service checks (windshield wiper inspection during rain, for instance).

Shops have told us they're able to capture customers' email addresses much easier than when their service advisor asks for them. Owners have also told us they're seeing more accuracy of information. Oh, and did I mention the info the customer adds automatically transmits to the shop management system?

If you're interested, click here, or call us to learn more: 610-400-1019

[sparkerauto]

I also would like to know what people are doing for new customers or just to check in customers. Do you guys have a customer check in form ? Does anyone have a copy of this form so I can get an idea if so? thanks!

[carolinahigear]

  On 2/5/2015 at 2:19 PM, sparkerauto said:

I also would like to know what people are doing for new customers or just to check in customers. Do you guys have a customer check in form ? Does anyone have a copy of this form so I can get an idea if so? thanks!

Hi, Sparkerauto!

 

When you and/or anyone else read this, you may email me at stevekillian@charter.net, and I will send my simple but very workable and user-friendly check-in sheet to you. Like I said "Simple and Easy.'

 

The more we work together, the more we all achieve!

[CAautogroup]

Thanks for the information everyone!

[Leonard Lee]

I currently have a paper-based form which I get all new customers to fill out. Sometimes doctors hand writing prevails and my data entry person can get it wrong. lol...

Theres a plan to have customers fill out e-forms on a tablet in the workshop to reduce the amount of interpretation errors. It's all about time since i'm a software developer!

 

It would be awesome If i could then have it tie in to my accounting system!

everyone can have dreams.

If you want my paper-based form, let me know or email me at leonard.lee@syncrowerkz.com.sg. more than happy to send it through mate

 

Cheers!

[FROGFINDER]

We require a sobriety test and DNA swab.

[flacvabeach]

We have a sign in sheet that new and return customers fill out. Sometimes returnees say "I'm already in your database" but our SAs are trained to say that we just want to make sure our info is up to date. They always fill it out, including the disclaimer and signature on the back. YOU HAVE TO GET THEIR SIGNATURE. Info collected includes e-mail and "how did you hear about us?" The form also includes checkboxes for "would you like to hear about interest-deferred financing" and "would you like to save $$ with our loyalty program?"