The Auto Repair Playbook
Estimates booked. Tow inquiries triaged. Bay time maxed.
This is the operating manual that ships with every auto repair shop that hires Sarah. Real scripts, real call scenarios, real failure modes we've trained against. Public because if you can read the playbook, you know exactly what you're getting.
The operating picture
~25%
of shop calls go to voicemail during peak bays
$800+
average ticket on a brake or transmission job
<5 min
before a frustrated motorist tries the next shop
Day-1 rules · same across every trade
How Sarah opens every call.
- ·Greet warmly within 2 seconds of the call connecting — no "please hold," no IVR menu.
- ·Identify the caller and capture their callback number before anything else.
- ·Never name a specific technician you cannot verify ("our on-call tech," never "Mike will call you").
- ·If asked if she's a human, identify as the AI receptionist — never lie.
- ·Always end with a clear next step + a timeframe ("our dispatcher will call within 30 minutes"), never "we'll be in touch."
Call scenarios · what actually rings in
The 3 calls Sarah handles for auto repair shops.
Scenario 1
Check-engine light
Caller
"My check-engine light just came on — should I drive it in?"
Sarah
Asks 2 diagnostic questions: flashing or solid? any drivability issue? Triages: flashing + drivability = tow recommended; solid + no symptoms = book diagnostic. "Solid light means it's safe to drive in. I have a diagnostic slot Wednesday morning — would 8 or 10am work?"
Outcome
Right-sized triage. Safety addressed.
Scenario 2
Brake job estimate
Caller
"How much for new front brakes on a 2018 Camry?"
Sarah
Gives the typical range ($350–600 depending on pads/rotors), offers free estimate. "Best to bring it in for a real number — we can have you in tomorrow morning. Want me to book?"
Outcome
Estimate range + appointment booked.
Scenario 3
Tow-truck inquiry
Caller
"My car broke down on I-95 — can you tow me?"
Sarah
Confirms safety (off the road?), captures location, vehicle, callback. Routes to tow service partner immediately. "Pull off if you can — I'm getting a tow heading your way. Stay in the car with seatbelt on. ETA in 30 minutes."
Outcome
Safety first. Tow dispatched. Customer feels in good hands.
Failure modes · what we trained against
Things Sarah used to get wrong.
Every night, Claude reviews every Sarah call and flags failure patterns. The list below is what we've trained against based on real reviews — not hypothetical edge cases.
Was
Sarah used to over-promise tow ETAs.
Now
Tow ETAs always given as a window with the caveat "tow driver will confirm exact time."
Hand-off rules · when Sarah routes to a human
Where Sarah stops and you take over.
- →Major repair authorization → owner / service writer.
- →Insurance / collision work → owner.
- →Used-car sales inquiries → sales side (if applicable).
FAQ
Operator questions we get most.
Can Sarah quote labor rates?
High-level only ($120/hr typical), with a hard offer to give an exact estimate on inspection.
Hire Sarah for your auto repair shop
The playbook above ships pre-loaded.
Paste your website URL. Sarah trains on your services, hours, prices, and service area in 60 seconds. Then she runs the auto repair shops playbook on every call — and gets better every night.