Pick up and delivery procedure for clients cars.

Pick Ups

  • Check Appointment calendar in the morning for pick up and deliveries.

  • Create a plan for pick up and delivery of vehicle. Ask questions like - Where is the car? When is the scheduled pick up time? What car is it? Is the customer aware?

  • Call client before leaving the office to confirm the vehicle is ready for pick up. If you cannot get a hold of said client, you must move to the next on the list.

  • Ask the client question such as - Where is the key? When are you expecting the vehicle back? Will you need a pick up? ALL NON STARTS WILL BE PICKED UP VIA TOW TRUCK! NO EXCEPTIONS. All clients will be referred to the website link https://www.performanceauto.ky/tow-in-service for every tow in. NO EXCEPTIONS! This will be done every time. I want as much in writing as possible and the disclaimer signed off on.

  • Ask around the office if there is any errands that need to be run in the vicinity of the pick up. If it makes sense to do so, execute the pickup and the errand for the office. A judgment call is necessary for this situation. If a decision needs to be made, ask Jamie or Ana what the best course of action is.

  • Take time to organize yourself before leaving to get the car. Will you need a booster pack? Will you need a tow rope (if yes, arrange a tow truck? Will you need gas money? Take car seat covers and matt covers. This needs to get done. Report when the seat covers get low or the matt covers get low before we run out. Not when empty.

  • Take someone with you to do a pick up for the vehicle. Make sure that person has a valid drivers license.

  • Check the vehicle for damages. Take pictures and send to office.

  • If the car does not start or has other apparent issues when you get there. Call the office and ask advise on what to do. No more than 5 minutes of down time are allowable at a pick up location. The client will get one phone call and then the office will make a decision on how to proceed.

  • Bring the vehicle to the shop. Park in a spot that it will not interfere with daily business. DO NOT PARK IN FRONT OF THE SHOP DOOR! NO EXCEPTIONS.

  • Take keys to appropriate service advisor.

  • Make sure they understand anything that happened in between the time that you left to the time of returning.

  • Repeat.

    Deliveries

  • Check with the advisors when the vehicle needs to be back.

  • Call client and discuss where and when you will deliver the vehicle

  • Make sure payment has been made (do not deliver cars that have not been paid)

  • Let Advisor know when you are leaving. On the WhatsApp group for pickups announce where you are going and when you will be back approximately.

  • Take picture on the WhatsApp group of the location of the vehicle and a location of the key and a brief explanation.

  • Return to the shop.