Maintenance vs. Repairs- What Am I Scheduling?

In order to be a master of your craft, this is a concept that must be in your head on EVERY call. Ask yourself, “What Am I Scheduling”, is this a maintenance or a repair?” Ultimately, the answer to that question will dictate WHAT you say to your customers. In other words, our script will change depending on if we are scheduling maintenance or repair. This is important when it comes to setting the proper expectations for your customers.

A maintenance service entails something that the customer needs to have done to maintain the longevity of their vehicle. Some examples of maintenance services include oil changes, interval mile services, tire rotations, wiper blade replacements. A repair service entails something that the customer needs to have done to fix their vehicle. Something is broken. Some examples of repair services might include a new alternator, a faulty window not rolling up all the way, transmission slipping.