Ride Along Checklist
Use this checklist as a guide during your ride along. Make sure your designated ride along is shown all of these topics and subjects as they will frequently need to know this information.
Does the new tech understand what being a contractor means? Have you talked about what a contractor should expect and know about their taxes?
Go over tire changes, jump starts, fuel deliveries and lockouts. Go over safety procedures and tools necessary for each service. Go over how to perform services on different types of vehicles.
Make sure the technicians is aware of how to change a tire on all types of vehicles. Touch on different vehicle jacks points. Let them know that we do not plug or patch tires. (Violation could result in deactivation.)
Go over safety procedures on jump starting a vehicle with the technician. Make sure they connect cables appropriately and how to jump start a vehicle properly.
Make sure the technician is aware that CurbsidePRO reimburses up to $5 of fuel to be delivered to motorists. CurbsidePRO will not be able to reimburse more than that.
Make sure the technician is aware of how to unlock different types of vehicles. Touch on how to unlock a vehicle without leaving damage.
Make sure the technician is aware of how to identify the battery type, testing batteries, the sales/installation process and returning battery cores.
Go over all the points below with the new technician. Before proceeding to a new topic, make sure the technician comfortable using the app.
Make sure tech knows how to login and how to reset their password if needed.
Explain going on duty and the receiving new work orders check box.
Go over the battery tab in the CurbsidePRO app. Discuss the features: Order a Battery, Sell a Battery, Return a Core and Get Support
Go over the required settings with the new technician and how they should be set to "Allow/Always Allow"
Show a step by step walkthrough of a work order. Do they know how to accept a work order? Do they know how to close a work order out if they have additional fees?
Feel free to reach out to Onboarding to request a test call. These are mock calls that can be used to show the new IC how to properly close out a call and how to use the app.
Explain how to accept work orders and accepting multiple WOs at one time.
Explain exclusive work orders and the benefits of accepting them.
Explain the difference between what good and bad check in photos are. Good photos show the vehicle's identification, it's condition, location or service need.
Explain what abandonments are and how to avoid them.
Explain when/why a GOA or tow may be required. Go over the different reason options to choose from in the app.
Explain the difference between what good and bad check out photos are. Good photos show the vehicle's identification and the state of the vehicle after service.
Explain that the Rescue Tab is where you will go to receive and work through your rescue requests. Be sure to go through the individual tabs within the page as well.
This is for work orders being offered.
This is for work orders you have accepted and where you can work through them.
This is to finalize any additional fees for a WO. Be sure to submit photos of tolls or parking fee receipts or fuel costs for fuel deliveries.
These show finalized services submitted for billing.
Explain what an ATA is and provide the company goal, 59 min ATA. If extended ETA is required, dispatch must be updated.
Talk about how to handle different complications that may arise while performing work orders.
Discuss what to do when you accidentally accept a work order. Make sure to call dispatch, requesting a reroute within the first 10 mins and learn how a job abandonment could lead to your profile being marked for review if you exceed 10 mins or excessively reroute request.
Talk through the process of finding out if the motorist is at a different location than listed on the work order. Outline the process if the new location is over 5 mins: notify dispatch, GOA original work order and request an updated work order.
Express the importance of waiting until dispatch can verify the vehicle needing service is covered before performing the service. Explain how performing a service on a vehicle that is not covered can result in not being paid.
Talk about how top technicians communicate with motorists. Touch on best clothing choices for winter and summer months. Go over safety precautions when on the road. Go over tips and tricks that help top technicians exceed long term.
Talk about how to make a courtesy call and what verification questions should be asked? Such as, "Are you still needing assistance?", "Is the address correct?" and "Is there anything I need to be on the lookout for our anywhere specific I need to go?"
Motorists must be present with the vehicle. Always greet them, introduce yourself, and let them know you’re there to get them back on the road safely. Never begin work without confirming you are speaking with the motorist and that it is the correct vehicle.
Express the importance of providing the best customer experience. Each motorist will receive a survey once the work order is complete. Review ways the technician can provide great customer service.
Go over the tipping program, ETip.
Explain the best practices and safety procedures, questions to ask motorists, site awareness, etc.
Explain what each department does, how they can help and when the technician may need to reach out to each department.
Explain to the technician when they need to contact dispatch and for what dispatch would be able to help them with.
Phone: 469-317-3636
Explain to the technician when they need to contact onboarding and for what onboarding would be able to help them with.
Phone: 469-949-1150
Email: onboarding@curbside.pro
Explain to the technician when they need to contact payroll and for what payroll would be able to help them with.
Email: techniciancompensation@curbside.pro
Explain to the technician when they need to contact the market manager team and for what the market manager team would be able to help them with.
Phone: 214-972-0533
Email: marketlead@curbside.pro