SOP - New Appointment Line Agent

As a new appointment agent, you will be assisting customers by answering basic YourMechanic
questions, generating quotes, and booking appointments.​ Your goal is to convert calls into bookings
that result in successfully completed appointments​. This SOP will guide you through those steps.

If a customer is calling about an existing appointment, upset, or needs anything beyond asking a
question/requesting a quote/booking an appointment​, apologize and state that you are working in the
new appointment scheduling team and will transfer them to an agent that can assist them better. ​Warm
transfer​ (gives you a moment to explain what customer said) call to existing_customer line on TalkDesk.

If a mechanic calls let them know that in the future, they should call the 800-208-5503 number and blind
transfer to current_mech line on TalkDesk.

If you receive a media inquiry such as ​television / radio interview or Marketing information​ request
create an Asana::

1. Contact person name - Title if appropriate

2. Organization / tv station / radio station
3. Phone number
4. Email if available
5. Type of inquiry (would like to find out about company / interview a mechanic)
6. Create Asana for Valerie Demicheva ( Sr PR and Communications Mgr )
**You may also refer the caller to ​media@yourmechanic.com

If client is contacting YourMechanic to establish a ​fleet account​ ; please ask the following questions

1. Contact person name

2. Company Email
3. Phone number
4. Line of business (What type of business)
5. Size of fleet (number of vehicles)
6. If ​50 vehicles​ or less - Set up a consumer account for each vehicle.(VIN numbers required for
each vehicle) This is to ensure if same vehicle , we have info for each one serviced.
7. If ​51 or more vehicles​- Create an Asana for Fleet. Assign to Brett Klynn. The client will receive
a call back from our Fleet group.

For California Residents

If customer is in ​California ​and​_​mentions or states​ they are seeking to pass ​SMOG/ Emissions test-​,
please politely explain we are unable to provide service to assist in passing SMOG test for vehicle
licensing ( registration ) . No State Inspections.

New Appointment Line Booking Flow

1. “Thank you for calling YourMechanic, my name is ________. May I have your name please?”
● Search their phone number in CRM.
● If customer located in CRM ​, review profile
​ for any special notes that may impact booking
○ This is an internal note added to assist the agents/ mechanics
○ If you add a note- keep information objective and relevant to profile
 ○ Not all information should be disclosed to customer.​ Please be carefu​l

2. “Thank you ______, have you ever used our services before?”
● “Ok, thanks for that information.” -

If no, get zip code and car info.

● May I have your zip code?
● (Zip code not served)
○ “Unfortunately you are located outside of our current service area. However we are
constantly growing our network of mechanics and we hope you'll consider YourMechanic
again in the future.”
● (Zip code served)
○ “Just to confirm that is (City), (State)?”
● Email Address: May I have your email address?
○ This is needed so i may send your quote for your reference.

If yes, ask customer to confirm information-

● Example May I have your name ?
● Would you please confirm your account information?
● Email / Address/ Phone/ Vehicle etc...
○ “May I have the zip code where the vehicle will be serviced? “I’d like to confirm we can
provide service for the area?”
■ (Zipcode not served)
● “Unfortunately you are located outside of our current service area.
However we are constantly growing our network of mechanics and we
hope you'll consider YourMechanic again in the future.”
■ (Zipcode served)
● “Just to confirm that is (City), (State)?”

3. “May I have the ​year/make/model​ of your vehicle?”

■ Engine size is needed, “May I have the engine size of your vehicle?”
■ Has your car been involved in an accident ?
■ Advise the customer that if they have more than one car, after you
complete their request- you will assist them in adding their other cars for
future services and profile completion​. See Add New Car doc A ​ dd New Car
■ “We do not service, RV’s, commercial vehicles or modified vehicles.”
■ “May I have your License Plate / VIN information to ensure we provide the most
accurate quote available? “
■ “Your vehicle’s VIN number allows us to ensure that we give you an accurate
quote for the parts and labor. Alternatively, if you do not know your vehicle’s VIN
you can give me your license plate number and we can look up your VIN in our
system.” (VIN can be found on your insurance card or on the driver side door.)
 Older model vehicles VIN will be less than 17 characters, add in Comm Tab and
advise parts in Slack.

■ If the service results in a repair that is over ​$500.00​ - V

​ IN IS REQUIRED
■ Please place the VIN in the CRM search. *Just enter VIN - if the VIN results in
other customer profiles ( not the customer you are speaking with ) Please
review if balance owed or if the case / profiles are tagged - Fraud / High Risk /
Disputed - we would not be able to proceed with service.
■ If multiple listings for the same customer and emails are different - please
request assistance in creating a “Merge Accounts” Asana

Example

4. “What ​service​ do you need for your vehicle?”

Recommended Services is viewable for agents and should be suggested to the customer as an
additional service.​ ​Recommended Services.docx

**Search for the “Follow Up Quote built by the mechanic after the Inspection Appointment
if applicable to the customer’s repair request**
Such as customer had Brakes Inspection and Mech built Brakes Quote. Confirm the services
indicated in the quote match the customer’s repair request

*if customers states the part was damaged and needs replacing - ask how was the part damaged
* Ask if the customer had their vehicle diagnosed by another mechanic. If they book a service
without a diagnostic, it may not solve their vehicle issue. YM can not assure the customer the
repair request will resolve their issue(s)
Please update the comm tab in case with any information provided by customer as to why the job
is being requested.
Example: Cutomer requests thermostat replacement
Question to customer: Is there a reason why ? Is car overheating ? Suggest inspection
Place info in comm tab, mech viewable

● Select ​Job
○ Check ​Can’t Perform List
■ “Unfortunately this is not a service that YourMechanic offers. Our mechanics
work in a mobile setting and we will not be able to complete this specific repair.
We suggest that you take your car to a local shop. We hope you'll consider
YourMechanic for your future car repair and maintenance needs.”
 ALWAYS REVIEW THE JOB TAB FOR PARTS INFORMATION

Mechanics will always take oil for disposal post appointment

If the quote is any of the jobs listed below , you must send to Quote Finalization Room for review
- heater hose,
- transmission hose,
- coolant pipe,
- fuses
- neutral safety switch and
- intake manifold gaskets

If the quote has a parts cost of $300.00 or greater.

Advise the customer, upon ordering, the appointment will be ​PreAuthorized​ ( Balance check to ensure
successful appointment ). Remind the customer that if funds are not available , YM will makes our best
effort to contact them regarding the CC Fail. If they wish to postpone the appointment, change to a new
date/ time. ​Also a good opportunity to remind customers Pre Authorization upon Mech arrival. If FAILS,
Mechanic can not move forward with appointment.

If quote is ​over 2 hours ​ check accuracy in quote_finalization slack room

● Send case link to our parts team to verify your quote.
● Make sure you have the VIN/ License Plate added to the case
If quote is ​(pending)​ have it finalized in quote_finalization slack room
■ “Please give me a moment while I have our parts team verify your quote”
■ If the parts in job tab view show ​UNK, UNK​ - Do not book the appointment
without the Parts team reviewing the quote. The price will be incorrect if you do
not confirm with the parts team prior to communicating the cost to the customer.
○ If the quote is for an​ engine mount​- please send to Quotes Finalization to ensure the
pricing is correct - regardless of labor. ​All engine mounts quotes must be reviewed​.
○ If quote presents as a ​DEALER/ WorldPac ​part. Send your quote to Csall_parts team to
review part availability to ensure correct appointment expectation is set for customer.
○ If you are​ waiting for more than 5 minutes​ for quote to be finalized
■ Apologize for the delay and let the customer know you can either:
● Call them back or
● Email the quote
● Please confirm the customer’s contact information prior to disconnecting
your call. ( phone and email )

○ Customer provided parts

ADVISE OF WARRANTY VOIDED IN ITS ENTIRETY POLICY
● If they ask why the warranty is voided, “We are unable to extend our
Limited Warranty anytime our customers choose to provide their own
parts. However, if you would like us to provide parts, we will guarantee
the service up to 12 months, 12,000 miles whichever comes first.”
● Also advise the customer, if the mechanic feels the parts are not of good
quality or insufficient parts. He may walk away from the appointment. In
partcular if the mechanic believes the repair will not resolve the issue.
● You must send 2 different emaiuls
 ● 1 email to the customer regarding warranty voided
● 1 email to mechanic stating they need to check the part
● NOTE ​Customer Providing Parts in Comm Tab​ - Mech viewable A ​ ND
send the email regarding information of warranty voided due to parts
provided - Customer/ Mech viewable ​Email Templates
○ If a customer asks about less or ​more parts/jobs needed​. “You’re always in control. If
our mechanic finds your car doesn’t need all the services you requested, we’ll remove
those unneeded services and lower your bill, right on the spot. If your car needs
additional repair services, our mechanic will provide you with an itemized list of what you
need. You can decide to accept or decline those additional services.”
○ Pre-purchase Inspections
■ Our ​pre-purchase​ inspection ( PPI) is a 150-point ​visual​ inspection. The
mechanic will inspect the vehicle and document findings with pictures and notes.
After the inspection you will be emailed an inspection report detailing the
condition of the vehicle. ALSO advise of no warranty on PPI.
● If you book this appointment you will need to confirm if customer will be
present, if the mechanic can do a test drive, license or vin or color of
vehicle(if they have that information), and contact person/location name.

● A YourMechanic pre-purchase inspection is not guaranteed

because it is an assessment of the condition of the car at a
specific point in time​.

○ “The mechanic will come out and diagnose the _____ problem and let you know the
repairs needed to fix the problem and ​$​20 of the diagnostics cost will be credited
ONLY​ towards the recommended the repair(s)​.”
○ *INTERNAL NOTE - The Inspection Credit may only be applied once. If the
customer has multiple repairs recommended, the customer may select which
repair​ if they choose to split the repairs in separate appointments​.
○ What does the diagnostic service include?
■ If your car has a problem, you can book a mechanic to perform a diagnostic. A
mechanic will come to your location and inspect your car. Our mechanics go
through a step-by-step process to rule out or confirm any part(s) failures.
Diagnosing a problem is a process. Sometimes the only way to prove that a part
is defective is to replace it and recheck the car. Your mechanic will diagnose the
car and then provide preliminary recommendations and repair estimates, based
on their visual inspection and any tests performed. The inspection report may
include photos, test results, audio notes, recommended services, and a service
estimate (if applicable).
■ If the customer has an inspection and the recommended repair is one not
available on YM platform. as a courtesy, we can carry over to another repair- but
not an inspection appointment. Can not be combined with other offers ** Not
proactively offered, only when requested by customer**

○ If the customer wants a service and doesn’t sound sure.

■ “Unfortunately we cannot diagnose your vehicle over the phone. Scheduling an
inspection is the best way to find out what is wrong with your vehicle. ​$20 of the
diagnostics cost will be credited towards the repair​.”
● Select the inspection that best fits the problem.
○ Not sure? Ask in cs_all_parts_service on slack.
○ Do not book 75 point inspection​.
 ● If customer is insistent on repair being booked: “I can send out a
mechanic with the part that you believe you need, however if that
is not what is needed for your vehicle the mechanic will update
the appointment into an inspection which costs ___ and ​$20 of
the diagnostics cost will be credited towards the repair​.”
Leave very detailed notes for mechanic.

5. ​“Labor $_ Parts $_, total with tax included $_”

● If customer asks how long the appointment will be / what’s the​ hourly labor rate.
○ “The labor cost is flat rate based upon that specific service on that specific
vehicle. It will take about ___(1 hour range) hours.”
● If the customer says that is too expensive say “YourMechanic uses fair and transparent
pricing​, you can always shop around for quotes and give us a call back or book online,
would you like me to email you the quote?”

6. “The​ next available appointment ​is ____. Does that work for you?”
● No mechanics found
○ “While we do have mechanics in your area, unfortunately we are not able to secure a
mechanic for this specific job on this specific vehicle. We are constantly expanding our
network of mechanics to provide a greater range of availability. We hope you'll consider
YourMechanic for your future car repair and maintenance needs.”
● Not available soon enough.
○ We cannot call mechanics to see if they will service one off appointments outside of their
open availability (do not disclose this to the customer).
● Determine how the customer would like to proceed (Send Quote, Book Appointment, End Call):
■ If the customer is not ready to book an appointment but is planning to, build their
profile, send a quote and end call.
● If you do not book, send quote or archive the quote will be deleted
24 hours later.

7. If the customer is ready to schedule an appointment. “I will need to get a bit of information to move
forward.”
● Get customers Full Name, Email Address, Phone Number, Full Address
○ “Is the number you are calling from the best number to reach you?”
○ Please ​confirm the location allows for work to be completed
■ Is repair in driveway ? if yes, is the driveway “paved” / “ flat or level” If loose
gravel , mud, uneven surface - we may not be able to perform work, and
mechanic may cancel appointment at their discretion
■ Other information to check - such as employer location , residence with
homeowners association restrictions . Ensure the Technician has proper access
and permission, and is legally authorized to complete the job at the location
■ Is the location safe? Confirm location is appropriate working environment​ ​ to
enable the Technician to complete the job. ​location information
○ We need a valid email address on file as that is how the invoice is sent along with other
appointment details information* Once info is triggered in system. We should view
○ SendGrid email triggered, subject: "Your appointment is booked!"
○ Please confirm a message such as “bounced email” does not appear in analytics- if
so, then confirm email with customer or update to a new one if message continues.
● Credit/Debit Card
○ “May I have a credit or debit card to hold the appointment? Your card will not get charged
until the service is complete unless you are using a prepaid card.”
○ You will be asked to enter the CC number, Expiration Date, CVC and Billing Zip Code
■ Do not offer to look-up a zip code for the customer if they state the do not know
the zip code for the billing.
■ The billing zip code may be different from the service address
■ If the zip code is not provided , we can not continue with the booking
■ If CRM provides the message “​ The zip code you supplied failed validation “
request the CC info and details again ( re-enter ). If fails again - we are
unable to proceed with booking.
■ There may be circumstances that the Credit Card is carried over for an
appointment. In this instance the zip code may not be requested by CRM.
■ Any new CC entry will require a billing zip code.
■ If after entering the CC information and the banner below appears -
Customers card failed and a different method of payment must be provided

● Customers may insist the card is “good” or has funds ( if prepaid ). Some CC
may have stricter rules to approve pre authorizations or charge attempts
● We ​can not book​ unless CRM accepts the CC on file.
 ■ Only have cash​.
● “​It is a safety concern for our technicians to accept cash as a payment,
we accept credit, debit or prepaid cards.”
● “Unfortunately we are not able to book an appointment without a credit or
debit card.”
● “Our system uses a secure system and once the card number is entered
mechanics and agents can only see the last 4 digits and expiration date.”
● “I can email your quote and if you decide to book you can follow the link.”
■ DO NOT Pre-Charge Credit Card UNLESS Pre-paid Card
■ Prepaid Card
● If you see this image you will need to charge customer once
appointment is booked.

● Go to Billing page and Click Charge Card

8. “Can you give me a little bit more info about why you are scheduling this service so the mechanic has a
better idea of what is going on with your vehicle?” ​Add extra info to the communications.
● If the customer has already provided this info say “give me a moment while I add in the
information you provided for the mechanic”. Add it to the communications and make mechanic
visible.

9. “We are scheduling your appointment for (date, time) with mechanic (first name) at (address). Please
give the mechanic ​30 minutes ​ to arrive, he will send you a text message when he is on his way. You can
reschedule the appointment at ​no charge​ ​ at any time​ but you have up to 24 hours from​ the
appointment time ​ to cancel your appointment otherwise, there is a ​$25 ​cancellation charge.
Upon the mechanic’s arrival ,
-they will pre authorize the amount due for the appt.
-If the authorization declines, you may need to contact your bank, use a diff credit card or
reschedule/ cancel appointment.
You will be getting a confirmation email with the details of the appointment.
You can also ​access your information at YourMechanic.com​.”

○ “Do you have any other questions?”

○ Ask the customer for additional car(s) info ​Add New Car
○ “Thank you so much for choosing YourMechanic! Have a good day.”
○ If Diagnostic, send “Diagnostic” email from the email template doc. ​Email Templates
○ If parts provided, please send email from template regarding voided warranty
○ End Call

New Appointment Line Booking Flow - Condensed version

Once you have mastered phrasing above.
● Search phone number
 ● Greeting
● Zipcode
● Year/make/model/engine size
● Service Requested
○ Inspection or repair
○ Check ​can’t perform list
○ Over 2 hours, confirm
○ Customer provided parts - warranty voided, customer is responsible for all parts
needed and may be charged for mechanic’s time.
● Cost Breakdown
○ Parts, labor, total with tax
● Next available appointment
● Profile ( address, email, phone )
● Credit card
● Book appointment - Charge if prepaid
● Additional info for mechanic in communications
● Summary
○ Date, time
○ Address
○ Mechanic first name
○ 30 mins to arrive, text when on the way
○ Cancellation policy
● Closing
Things that should be bookmarked

New appointment line agent

Existing customer line agent

Current mechanic line agent

Can’t Perform List

Affirm

TalkDesk

Slack Rooms Purpose

What NOT to Say to Customers

SOP - Asana Success / Request Queues

YM Cash

Customer Provided Parts

Oil Preferences

Phonetic Alphabet
Email Templates

Pronunciation of Vehicles

SOP - YM Online Tools / Self Service

Castrol Oil Information

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What is YourMechanic?
We are a Mobile Mechanic company that services your vehicle at your home or office. YourMechanic was
founded in 2012 and has provided repair and maintenance services for thousands of customers. We have
expert mechanics in over 700+ cities delivering affordable, convenient, and trusted auto repair for our
customers.

Mechanics
We only work with experienced mechanics. All of our mechanics are screened extensively and only
matched up to cars and repairs that their experience level matches.

Parts
We select the preferred brands and quality parts that are the best for your car.
We follow car manufacturer recommendations and whenever possible we use OE (Original Equipment) or
aftermarket parts that meet or exceed service specifications. We back our parts with a 12,000 mile/12
month warranty.
- Customers can provide their own parts with understanding that they will void our warranty
entirely.
- If customer is requesting ​OEM parts-​ Slack the parts team with case number stating “ Customer
is requesting OEM parts”

Ask a Mechanic
If customers insist on asking a mechanic a question direct to ​https://www.yourmechanic.com/question/ask
We do not have any mechanics that can assist on the phone as they are currently servicing our
customers.

Mechanic Cannot Diagnose

We offer to send another mechanic or cancel the appointment and charge a cancellation to cover the cost
of the mechanics time. If it’s something where we don't wanna touch the car - crazy electrical, rust,
started jobs, car in an accident, etc we charge a cancellation to cover the cost of the mechanics time.
Sometimes it varies but for the most part we want to be able to cover the cost of mechanics time.

Queue Callback No Answer

Voicemail for a queue call back script: Hello, this is (name) from YourMechanic returning your call.
Unfortunately we missed you. Please give us a call back if you need additional assistance. We can be
reached 7 days a week from 6am to 5pm PST at 800-701-6230.
Follow Up Appointments
The mechanic may not be able to complete the repair on the same day as the inspection appointment.
Follow up date depends on the availability of the parts needed and the availability of the mechanic.

Discounts or Coupons
You may have seen coupons or promotion codes on sites other than YourMechanic. These external sites
may give you false information, because although YourMechanic does give discounts on occasion, such
as for Black Friday or Cyber Monday, to access these discounts you must be on our ​email list,​ or follow
us on ​Facebook​ or ​Twitter.​ One way drivers can enjoy discounted YourMechanic repair, maintenance,
and diagnostic services is through our​ Refer-a-Friend program.​ For every friend you refer who completes
a service with us, they will get $10 off and you will earn a $10 account credit.

Expired Groupon Codes

Please review the information regarding Expired Groupon codes.
Check the promotions list first to review if there are any active offers.
If not, follow this process to possibly apply the value to an oil change appointment
Groupon

Bad Weather / Rain / Snow

The mechanic may be able to complete the appointment if the customer has a garage or covered parking
space for the mechanic to work in. If not the mechanic may have a canopy but it is best to reschedule the
appointment to a later date for the safety of the mechanic and the vehicle.

YourMechanic Headquarters Location

We are located in Mountain View, California but we have mechanics all over the country.
Our address is 2525 E Charleston Road, Suite 100, Mountain View, CA 94043

Inspection Report
Service Report: Documentation of a completed appointment including photos, voice recordings, text notes
and the results of the 50-point inspection. The service report will typically include a detailed record (for the
customer and for the YourMechanic team) of the appointment including services requested, services
provided, problems found, additional services recommended and communications with the customer.

Pre-purchase Inspections
Our pre-purchase inspection is a 150-point visual inspection. The mechanic will inspect the vehicle and
document findings with pictures and notes. After the inspection you will be emailed an inspection report
detailing the condition of the vehicle. ​ ​A YourMechanic pre-purchase inspection is not
guaranteed because it is an assessment of the condition of the car at a specific point in
time.

50 Point Inspection
50 point inspection not same as regular inspection it just a courtesy we provide with every service.
“After every service, our mechanics perform a full 50-Point inspection on your car and a report is stored in
your account. Your inspection report includes the status of important safety items like fluid levels, belts,
brakes, engine codes, filters, tire treads and more.”

Websites for Reference

○ Reauthenticate YourMechanic https://www.yourmechanic.com/casa_admin
○ FAQ ​https://www.yourmechanic.com/support
○ Terms of Service ​https://www.yourmechanic.com/terms-and-condition
○ Warranty Policy ​https://www.yourmechanic.com/warranty
○ Services https://www.yourmechanic.com/services
○ How a Car Works (for your knowledge, do not diagnose over the phone)
https://www.howacarworks.com/basics