Shop workflows · 2 min read · Published May 20, 2026
Handling brake-job calls in a three-bay shop
By Attendova Team · Updated
A worked example of what to collect, what to book, and what to pass to a service advisor when a customer calls about brake noise.
This is an illustrative workflow for a three-bay repair shop, not a customer case study. The situation is familiar: one person is with a pickup, another is finishing a job, and a new caller wants to bring a car in for brake noise.
Write down what the customer says
Start with the vehicle and the reason for the call. 'Squeaking when I slow down' is useful information to pass on. It is not a diagnosis. Keep the customer's description with the appointment so the advisor doesn't have to start the conversation from scratch.
Book the inspection you actually offer
The receptionist needs to know which appointment to offer and when the shop can take it. An inspection slot is different from a promised repair completion time. Put that distinction in the instructions. Don't let a caller leave believing their car will be finished by lunch when nobody has seen it yet.
Know when to bring in the advisor
Questions about an existing estimate, an urgent concern, or work already in progress may need your team. Choose the transfer number and check the handoff. If a callback is your shop's next step, make sure the caller knows that a callback is needed rather than assuming a booking answers the question.
Check the first few bookings
Look for the details your advisor would normally write down: customer contact, vehicle, concern, agreed visit time, and anything that needs a person. Correct the instructions if information is missing. The aim is a useful handover to the shop, not a longer transcript.