TodallSet expectations during intake
Explain how the shop will communicate, which phone number will receive updates, and which events may change timing. Confirm the vehicle, insurer, claim, deductible, appointment, and authorization details before repair information begins to spread across the team.
Tie updates to meaningful milestones
Avoid sending vague “still working on it” messages. Use milestones customers understand and that the workfile can support.
- Vehicle received and initial documentation complete
- Disassembly or damage assessment underway
- Estimate or supplement submitted for approval
- Required parts ordered or received
- Repair, refinish, or reassembly in progress
- Quality control complete and delivery being scheduled
Keep the conversation attached to the repair
A shared message history prevents duplicate outreach and protects commitments made by phone or text. Photos, estimates, authorization forms, and other attachments should remain accessible from the same workfile rather than disappear inside one employee’s device.
Use digital authorization carefully
The customer should understand what they are approving, see the relevant document, and receive a secure signing path. The completed signature, timestamp, and document belong with the repair record and its activity history.
Close the loop at delivery
Before promising a delivery time, confirm quality control, final documents, customer and insurer balances, deductible status, and any remaining parts or sublet work. A connected closeout prevents an operational detail from becoming the customer’s final impression.