What scripts do you actually load into your auto repair shop crm?

After fifteen years of listening to my service writers argue with people over brake rotors, I realized we needed strict, robotic consistency. Standardizing our templates inside our auto repair shop crm was the only way I could step back and stop micromanaging. I hate arguing on phones.

Here is the exact wording we use every single day.

• The Diagnosis Text: "Hey [Name], we finished the digital inspection on your [Year/Make]. Needs [Job 1] and [Job 2] to be safe, totaling $[Amount]. Let us know if we have the green light to order parts." Use this immediately when the tech finishes on the rack.

• The Decline Liability Text: "Per our talk, we are bypassing the recommended [Job] today. Please note this can cause [symptom] soon. We will note this on your final invoice for our records." Use this when a customer declines safety-critical work so they can't blame you later.

• The Pickup Text: "Your car is ready. Total is $[Amount]. We close at 5:30 PM. Let us know if you need to pay over the phone for after-hours pickup." I set up these automatic alerts through fixyflow.com.

• The Review Text: "Hope the [Make] is driving great. If we earned five stars, please leave us a quick review here." Send this exactly 48 hours after pickup.

Feel free to adapt these templates however you want for your own setup.