What procedure should Byrider franchisees follow when scheduling an appointment for a customer or vehicle not in Discover?
Byrider Franchise · 2025 FDDAnswer from 2025 FDD Document
| Purpose | 8.1 |
|---|---|
| Answering incoming calls | 8.1 |
| BEST PRACTICE: Incoming telephone calls | 8.1 |
| Communication with the customer | 8.2 |
| STANDARD: Prohibition against customer abuse | 8.2 |
| STANDARD: Account confidentiality | 8.2 |
| STANDARD: Equal Credit Opportunity Act (ECOA) and Regulation B | 8.2 |
| BEST PRACTICE: Computer "Notes" | 8.2 |
| BEST PRACTICE: Offering a service or benefit | 8.3 |
| Customer Service Hotline | 8.4 |
| Tracking the repair order status of any vehicle | 8.5 |
| PROCEDURE: Using the repair order search features | 8.5 |
| Entering the Vehicle Service section of the Vehicle Module | 8.7 |
| PROCEDURE: Accepting the backoff of MDips and returning JIT parts | 8.7 |
| Vehicle Service Contract (VSC) – Towing/rental car reimbursement | 8.8 |
| Vehicle Service Contract (VSC) – Customer requested cancellation | 8.8 |
| STANDARD: Vehicle Service Contracts | 8.8 |
| Overview of the process for repair of a customer's vehicle | 8.9 |
| Making the appointment | 8.10 |
| STANDARD: Cash deals | 8.10 |
| BEST PRACTICE: Service appointment calendar | 8.11 |
| PROCEDURE: Scheduling an appointment in Discover | 8.12 |
| PROCEDURE: Scheduling an appointment for a customer/vehicle not in Discover | 8.22 |
| Confirming appointments | 8.24 |
| BEST PRACTICE: Confirming appointments | 8.24 |
| Canceling or rescheduling a customer's appointment | 8.25 |
| PROCEDURE: Rescheduling an appointment | 8.26 |
| PROCEDURE: Canceling an appointment | 8.31 |
| When the customer arrives with their vehicle | 8.33 |
| PROCEDURE: When customer arrives without an appointment (Fixed Price Job) | 8.34 |
| PROCEDURE: When customer arrives without an appointment (NOT a Fixed Price Job) | 8.39 |
| PROCEDURE: When customer arrives for a previously scheduled appointment with vehicle | 8.41 |
| BEST PRACTICE: Service work in progress | 8.42 |
| Performing service on a customer's vehicle | 8.43 |
| BEST PRACTICE: Same day vehicle service | 8.43 |
| BEST PRACTICE: Estimates for customer repair orders | 8.43 |
| PROCEDURE: Diagnosis of problem and assessment of parts and labor required for job | 8.43 |
| PROCEDURE: Creating a cost estimate for a customer service order aka repair order (RO) | 8.44 |
| PROCEDURE: Accepting a customer's deposit on a repair order | 8.57 |
| PROCEDURE: Selecting parts for a customer RO | 8.61 |
| PROCEDURE: Creating a purchase order (PO) for JIT parts or cores for inventoried parts | 8.63 |
| PROCEDURE: Receiving JIT parts and reconciling purchase order(s) | 8.65 |
| PROCEDURE: Locking a service estimate (WRO-working repair order) | 8.74 |
| PROCEDURE: Performing and completing work on a customer's vehicle | 8.77 |
| BEST PRACTICE: Repair orders | 8.79 |
| Payment options for repair work | 8.80 |
| BEST PRACTICE: Recording amount of goodwill/policy | 8.80 |
| STANDARD: Warranty and service contracts | 8.81 |
Source: Item 23 — Receipts (FDD pages 88–335)
What This Means (2025 FDD)
According to Byrider's 2025 Franchise Disclosure Document, there is a specific procedure for franchisees to follow when scheduling an appointment for a customer or vehicle that is not already in the Discover system. This implies that the standard process involves using the Discover system for scheduling, but there are instances where a customer or vehicle might not be in the system, requiring a different approach.
This procedure is important for ensuring that all customer appointments are handled correctly, even if the customer or vehicle information is not readily available in the Discover system. By having a defined process, Byrider aims to maintain a consistent and efficient service experience for all customers, regardless of whether they are new or existing.
While the FDD excerpt indicates that a procedure exists, it does not detail the specific steps involved. A prospective franchisee should inquire with Byrider about the exact steps required to schedule an appointment for a customer or vehicle not in the Discover system. Understanding this procedure will be crucial for managing service appointments effectively and ensuring customer satisfaction.