This is the shop's living playbook — one clear way to do every job, organized by position. Type into the box under any section, use the B / I / Link buttons to format, and hit Save. Everything is stored in the shop's Airtable so the whole team sees the latest version.
Write each procedure in the same four parts so nobody has to hunt for what they need:
Greeting the customer, collecting contact and insurance information, and starting the repair order in the Command Center.
Status calls, texts, and updates to the customer and the insurance company throughout the repair.
Final paperwork, payment, walk-around, and handing the keys back at pickup.
Filing, invoicing, records, and the day-to-day running of the front office.
Tagging keys, writing the windshield/RO tag, noting pre-existing damage, and taking drop-off photos.
Walking the damage with the customer and identifying repair-vs-replace calls and hidden-damage clues.
Writing the estimate, choosing the job type, and logging sale price / estimated value in the Command Center.
Tearing the vehicle down to find all damage and building the complete repair blueprint before parts are ordered.
Sourcing, ordering, checking in, and mirroring the Missing Parts flag on the vehicle card in the Command Center.
Moving cars through the stages, balancing the board, and keeping every job on schedule.
Frame measuring, pulling, and structural welding back to factory specification.
Panel repair and replacement, metal finishing, and getting panel fit and gaps right.
Reinstalling parts, trim, and glass after paint (the Reassemble stage).
Mechanical work plus the wheel alignment. A proper alignment is the gate that clears before calibration, detail, QC, and delivery.
IN THE COMMAND CENTER
- If a vehicle needs a wheel alignment (most vehicles should), it needs to be in the Wheel Alignment section.
- Check the vehicle for damage anywhere near the wheels.
- Even if the vehicle is in Detail, it MUST be in the Wheel Alignment section. A window / tag / note / flag at the top shows “Detail in Progress” — it tells everyone the car needs an alignment but is in Detail right now.
- Once the alignment is done and the tech test-drives and gives the ALL GOOD, it can move to Calibration → Detail → QC → Manager OK to deliver → Ready for Pickup.
- Always read the Note section before doing wheel alignment or QC.
- When the alignment is final and the tech gives the all-clean, take a picture or scan the wheel-alignment sheet into the job right away.
- Move the vehicle into the next section (Wheel Alignment → Scans / Calibrations → Detail → QC, etc.).
THE PROCEDURE — PROFESSIONAL ALIGNMENT STEPS
- Inspection — Check tire pressures, tread wear, and loose or broken steering and suspension parts.
- Mounting — Place the car on the alignment rack and clamp optical targets or sensors onto all four wheels.
- Measurement — Roll the car or turn the steering wheel as prompted by the machine software to record caster, camber, and toe.
- Adjustment — Use open-ended wrenches to adjust the tie rods and suspension bolts until the angles match factory settings.
SAFETY & STANDARDS
- A proper wheel alignment must ALWAYS be performed before any calibration — especially ADAS — so lane-keep assist, blind-spot monitoring, and adaptive cruise control function correctly.
- Use a properly calibrated torque wrench on every fastener. Look up exact factory specs in the official repair manual for critical components: suspension, tie rod nuts & bolts, control arms, struts, shocks, wheels, lug nuts, brake lines, brake bleeder nuts.
NOTES & REMINDERS
- Scan or photograph the alignment sheet into the job the moment it’s done.
- Read the note section before both alignment and QC.
- The tech’s “ALL GOOD” test-drive releases the car to the next stage.
Pre- and post-repair scans and ADAS calibration - always performed after the wheel alignment is complete.
Masking, priming, sanding, and prepping panels so they are ready for refinish.
Color match, base and clear coat application, and the booth process.
Final inspection against the checklist and the Manager Approved sign-off before delivery.
Wash, buff, interior clean, and final presentation before the car goes to the customer.
Equipment upkeep, PPE, hazardous-material handling, and keeping a safe, orderly shop floor.