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The Phone Call Kit for auto repair shops
A word-for-word front-counter phone script (greeting, booking, price shoppers, voicemail) plus a one-week missed-call tally sheet that plugs straight into our missed-call calculator. Free to read here or print as a PDF.
From Sal
Every ring is somebody with a car problem and a wallet.
Some of them leave a message. Most of them, you'll never know.
They just call the next shop on the list. And that shop picks up.
So here's the plan. One script, so every call sounds like your best day.
One week of tally marks, so you stop guessing.
And one calculator, so the number stops being a feeling.
Fill in the [brackets] with your own words and prices. I'm not going to make up your diag fee for you. That's your call.
Part 1. The front-counter phone script
1. Greeting
"Thanks for calling [Shop Name], this is [Your Name]. How can I help you today?"
Smile when you say it. They can hear it. Seriously.
2. Get the basics (before anything else)
"Happy to help. Can I grab your name?"
"And the best number to reach you?" Read it back, digit by digit.
"What are we working on? Year, make and model?" · "About how many miles?"
"Tell me what it's doing. When did it start? Any noises, lights or smells?"
Write it down as they talk. Name, number, vehicle, concern. If the call drops, you can still call back.
3. Book the appointment
"Let's get it in so we can tell you exactly what it needs. I've got [day] at [time] or [day] at [time]. Which works better?"
"Will you wait, or drop it off? Need a ride?"
"You're all set for [day] at [time]. We'll text a reminder to [number]."
Two choices, not "when's good for you?" Choices get answers.
4. The price shopper
"Great question. I'd rather give you a real number than a guess that changes later."
"For [job], it depends on [what's worn, the parts you want, what we find]. The fastest way to an exact price is a quick look. Our [inspection / diagnostic] is $[___], and [we apply it to the repair if you go ahead / you get a written estimate]."
"Got a quote from another shop? Happy to go over it with you, apples to apples: parts brand, warranty, and what's included."
"Want me to get you in [day] at [time]?"
If you have a menu price for simple work (oil change, rotation), just say it. Clear prices build trust.
5. Your voicemail greeting
"You've reached [Shop Name]. We're [with a customer / closed right now]. Leave your name, your number, and your vehicle's year, make and model, and we'll call you back [by ___ / first thing tomorrow]. Thanks for calling [Shop Name]."
6. The call-back
"Hi [Name], it's [Your Name] from [Shop Name], returning your call about your [vehicle]. Sorry we missed you. What's going on with it?"
Set a rule for how fast you call back, and stick to it. Then jump to step 2.
Part 2. The one-week missed-call tally sheet
Pick one normal week. Every call nobody answered live gets a mark in its box, including ones that went to voicemail and hang-ups. Your phone system or carrier's call log may show missed calls too. If it does, use that instead of guessing.
| Day | Before 8 | 8-10 | 10-12 | 12-2 | 2-4 | 4-6 | After 6 | Day total | Left a voicemail |
|---|---|---|---|---|---|---|---|---|---|
| Mon | |||||||||
| Tue | |||||||||
| Wed | |||||||||
| Thu | |||||||||
| Fri | |||||||||
| Sat | |||||||||
| Sun | |||||||||
| Week |
Look for the pile-ups. Lunch? First hour? After close? That tells you which fix you need.
Part 3. Turn the tally into dollars
- Add up your week total. That's your missed calls per week.
- Open the free missed-call cost calculator.
- Enter your weekly total, then your own numbers: the share of those callers you think would have booked (be honest, be conservative), your average repair order from your shop software, and your gross profit margin.
- Read the monthly number out loud. Then decide what it's worth to fix.
Free fixes first: the script above, a voicemail that asks for the vehicle, a call-back rule, and someone covering the phone at your pile-up times. If the pile-ups are at lunch, after hours or when everyone's under a car, that's where an AI receptionist can help.
Open the missed-call calculator
Free printable PDF
Tape it next to the phone
A front-counter phone script and a one-week missed-call tally sheet you can tape by the phone.
- Free, no strings
- Prints clean on plain paper
- Comes with ShopStack Weekly: one short email a week from Sal
The PDF link arrives by email. No spam, unsubscribe anytime, and we never sell your email.
If the tally says you need help on the phones
Two AI phone tools we work with. We earn a commission if you sign up through these links, at no cost to you. It never changes our data. Disclosure. Want the full field? Compare every AI receptionist by price.
Rosie
from $49/moFrom $49/mo (250 minutes), month-to-month
- Solo and small shops that want a low-cost, general-purpose AI answering service (no shop-software integration listed).
- Free trial: 7-day free trial on all plans, no credit card required to start; cancel anytime.
- Calendar booking and live call transfers start on Scale ($149/mo). Professional only texts a booking link.
- Going over your minutes auto-upgrades you to the next plan (e.g. $49 to $149). The higher price applies for the current billing period and at least the next two.
Autivo AI Receptionist
from $399/moIncluded in Growth $399/mo
- Shops wanting a branded customer app plus AI phone answering.
- Growth ($399/mo) includes 100 AI receptionist minutes a month. Pro is $699/mo with 400 minutes a month.
- Overage $0.25/min.
Prices from each vendor's own pages, last checked 2026-10-22 (Rosie) and 2026-10-21 (Autivo).
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