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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 accident. If this is done incorrectly the whole repair process can be delayed, have added expenses for the shop and you can have an unhappy customer.
Details about the collision should be discussed while walking around the vehicle once it arrives at the repair facility. While walking around the vehicle and talking to the customer, you will gain an understanding of primary and secondary damage, as well as any unrelated damage on the vehicle.
It is important to ask the customer questions about some of 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.
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