What is the vehicle check-in process and why is it so important? This is the first and one of the most critical steps in the repair process. This is the time to build a relationship and trust with the customer, as well as gather all necessary information about the collision. Not executing this step correctly will have a direct negative impact on the repair process as it can result in delays, added expenses for the shop and an unhappy customer.
How to execute a successful vehicle check-in?
Once the vehicle has arrived at the repair facility and you’ve begun to build a relationship with the client, you’ll need to walk around the vehicle while discussing details about the accident with the customer. During this discussion, you will gain an understanding of primary and secondary damage, as well as any unrelated damage on the vehicle.
Don’t forget to ask the customer important questions about the following topics:
- Speed of impact
- Brake usage during the collision
- Unusual noises
- Advanced driver assistance systems (ADAS) functionality
- Steering or suspension issues (drivability)
Discussing these topics with the customer gives all parties a level of understanding regarding repairs that are necessary for the vehicle. It also helps ensure a more thorough estimate for repairs.
These are just a few examples of why the vehicle check-in process is extremely important to the collision repair process. If you’re an estimator, appraiser, or anyone who works directly with vehicle owners, you should check out the Vehicle Check-In Process course on I-CAR Canada’s website