Every booking made, reminded and kept

• Book outside opening hours

  A request sent at night, on a weekend or in the shorter days of Ramadan gets its slot then, not when reception opens.

• Ask what the job needs to know

  The symptom, the mileage or machine hours, a photo of the warning light: asked once, in the customer's language, so the workshop knows what is coming.

• Price the routine work up front

  Services on your fixed-price menu are quoted with the booking, so the customer knows the cost before they arrive.

• Confirm with what to bring

  The confirmation says where to go, when to arrive and what to bring, with your booking reference.

See quotes and bookings→

A customer asks on WhatsApp late on a Thursday for a service on Saturday; the agent asks for the mileage, quotes the service from your menu and books the first free slot; the service adviser sees it on the morning's list; the customer gets the confirmation with what to bring.

Booking asked for at night

On WhatsApp, for Saturday

Agent

Booking

• Asks for the mileage
• Quotes it from your menu
• Books the first free slot

Service adviser sees it

On the morning's list

ConfirmedLogged

Customer told

Where to go and what to bring

• Book by bay and by skill

  A job needing a lift, an alignment bay or a technician trained on the brand is booked where those exist, not wherever there is a gap.

• Keep room for what walks in

  Space is held back each day for walk-ins and cars that come back, at the share your service manager sets.

• Pick the parts before the car arrives

  The parts for tomorrow's booked jobs are listed for the store tonight, and a booking whose part is missing is moved before the customer sets off.

• Move bookings when a technician is out

  When someone is off sick, the bookings they had are moved to whoever can do them, and the customers who have to change are told first.

A technician trained on the brand calls in sick; the agent finds the five bookings he had, moves three to another technician with the training and offers the other two new times; the workshop controller approves the plan; the customers whose times changed are told.

Technician off sick

Trained on the brand

Agent

Workshop plan

• Finds the bookings he had
• Moves those another can do
• Offers the rest new times

Workshop controller approves

The day's new plan

ApprovedLogged

Customers told

Only the ones whose time changed

• Remind where they read it

  Each reminder goes on the channel the customer actually answers, in their language, at the time of day they tend to reply.

• Keep the waiting list honest

  Customers who asked for an earlier slot are kept in order with the days and times they can really do, so a freed slot goes to someone who will come.

• Follow up who did not come

  A customer who did not turn up is asked what happened and offered a new time, without a tone that blames them.

• Book the next visit at collection

  When the car or machine is collected, the next service is proposed for its date or mileage, and booked if they say yes.

See customer inquiries→

A customer does not turn up for a morning booking; the agent writes that afternoon, in Arabic, to ask what happened and offers two new times; the customer picks one and the service adviser sees it on the list; the booking is kept the second time.

Did not come

A morning booking in Dammam

Agent

Follow-up

• Asks what happened, in Arabic
• Offers two new times
• Books the one picked

Service adviser sees it

On the next day's list

RebookedLogged

Kept the second time

The car in the bay

• Plan the route, not only the visit

  Visits are booked into the technician's day by where they are, so the day is spent at sites, not between them.

• Plan around the heat and the site

  Outdoor work is booked outside the midday break in the summer months, and each visit carries the site's access hours and contact.

• Say when the technician is on the way

  The customer hears when the technician sets off and when they will arrive, and hears again if that changes.

• Close the visit on the job

  The work done, the parts used, the photos and the customer's signature come back to the job the same day, ready for the invoice.

A contractor asks for a generator on a site near Sohar to be serviced; the agent books the visit into the route of the technician already working nearby, before the midday break, with the site's access hours; the field service manager approves it; the contractor is told when the technician will arrive.

Field service asked for

A generator on a site near Sohar

Agent

Visit

• Fits it into a nearby route
• Books it before the midday break
• Adds the site's access hours

Field service manager approves

The technician and the time

ApprovedScheduled

Contractor told

When the technician will arrive