The Noble Way | Noble Auto Care

THE NOBLE WAY

Customer & Vehicle Service Process

Noble Auto Care LLC

Purpose:

The Noble Way is our standard process for taking care of every customer and every vehicle that enters our shop.

Our goal is to provide a consistent, professional, transparent, and high-quality experience from the initial appointment through the return of the customer's keys.

Every team member is responsible for following The Noble Way.

1. APPOINTMENT & INITIAL CUSTOMER CONTACT

Responsible: Service Writer

The Noble Way begins with the customer's first interaction with our shop, whether by phone or online booking.

Collect Customer Information

First and last name
Phone number
Email address

Collect Vehicle Information

Year
Make
Model
License plate number when available
VIN when available
Current mileage when available

Identify the Reason for the Visit

Document the customer's requested services and concerns accurately.

Do not diagnose the vehicle during the appointment-setting process.

Record the customer's concern using the customer's own description whenever possible.

Explain the Drop-Off Process

During the phone call, the Service Writer explains the vehicle drop-off process so the customer knows what to expect when they arrive.

Explain that the drop-off process includes:

Confirming customer information
Confirming vehicle information
Reviewing the customer's concerns and requested services
Performing a vehicle walk-around with the Service Writer
Documenting existing body damage
Taking required vehicle photos
Recording the VIN and mileage
Taking a dashboard photo
Confirming the Repair Order and visit details
Collecting the vehicle keys

The customer should be informed that the complete drop-off process may take up to 15 minutes.

The Service Writer should specifically ask the customer to allow up to 15 minutes in their schedule at the time of drop-off so the process can be completed properly without making the customer feel rushed.

The purpose of this time is to ensure the vehicle's condition, customer concerns, and requested services are accurately documented before the vehicle enters the shop.

The Noble Way begins with a thorough drop-off. We do not skip the intake process simply because a customer is in a hurry.

Appointment Authorization & Confirmation

During the phone call with the customer, the Service Writer sends the customer the appropriate links to authorize the visit and confirm the appointment.

The Service Writer:

Sends the customer the e-sign authorization link for the upcoming visit.
Explains what the customer is authorizing before asking them to sign.
Gives the customer an opportunity to ask questions about the authorization.
Sends the customer the scheduling link to confirm the appointment.
Confirms that the customer has received both links.
When practical, asks the customer to complete the e-sign authorization and appointment confirmation while still on the phone.
Verifies that the appointment has been properly confirmed and the required authorization has been received.

The goal is to have the customer's appointment confirmed and the visit authorized before the vehicle arrives at the shop.

Online Appointment Follow-Up

If an appointment is made online, the Service Writer contacts the customer before the scheduled visit.

The purpose of this contact is to personally confirm the appointment, make sure the shop has all necessary information, and ensure the customer understands what to expect when they arrive.

The Service Writer:

Confirms the appointment date and drop-off time.
Confirms the customer's contact information.
Confirms the vehicle year, make, model, and other available vehicle information.
Reviews the customer's reason for the visit and any concerns entered during online booking.
Asks any additional questions necessary to properly document the customer's concerns.
Collects or confirms any information that may be needed for the visit.
Explains the complete vehicle drop-off and walk-around process.
Explains that the drop-off process may take up to 15 minutes and asks the customer to allow this time in their schedule.
Explains that every vehicle receives a complimentary comprehensive Digital Vehicle Inspection.
Sends the customer the e-sign authorization link for the upcoming visit if it has not already been completed.
Sends the customer the appropriate scheduling/confirmation link if confirmation is still required.
Confirms that the customer received the required links and, when practical, has completed them.
Answers any questions the customer may have about their upcoming visit.

Any missing or updated information is added to the appointment before the vehicle arrives.

An online appointment should receive the same level of preparation, authorization, and communication as an appointment made directly with the Service Writer.

Set Expectations

Explain:

Appointment/drop-off time
Vehicle drop-off and walk-around process
Drop-off may take up to 15 minutes
Customer should allow up to 15 minutes in their schedule for drop-off
Every vehicle receives a complimentary comprehensive Digital Vehicle Inspection
Additional maintenance, diagnostic testing, or repairs will not be performed without customer authorization
The customer should complete the required e-sign authorization and appointment confirmation before their visit

The goal is for the customer and the Noble Auto Care team to know exactly what to expect before the vehicle arrives.

2. VEHICLE DROP-OFF & WALK-AROUND

Responsible: Service Writer

When the customer arrives, the Service Writer performs a walk-around of the vehicle before it enters the shop.

Verify

Customer information
Vehicle information
Requested services
Customer concerns

Document the Vehicle

Record:

VIN
License plate
In mileage
Fuel level when applicable
Warning lights displayed
Obvious existing vehicle damage

Required Photos

Take:

Driver-side exterior photo
Passenger-side exterior photo
Front exterior photo
Rear exterior photo
Photos of any noticeable existing body damage
VIN photo
Dashboard photo showing mileage and warning lights

The goal is to create a clear record of the condition of the vehicle when it arrived.

Prepare Repair Order

The Service Writer creates or updates the Repair Order and confirms all customer concerns and requested services are properly documented.

3. GENERAL SERVICE STATION & COMPREHENSIVE DVI

Responsible: General Service Technician

Every vehicle starts at the General Service Station before proceeding to repair or diagnostic work.

The General Service Technician performs a complimentary comprehensive Digital Vehicle Inspection (DVI).

Inspection Includes Applicable Checks Of:

Tires and tire condition
Tire pressures
Brakes
Steering
Suspension
Fluid condition and levels
Fluid leaks
Belts and hoses
Battery
Exterior lights
Wiper blades
Filters
Underhood components
Undercarriage
Other visible safety and maintenance items

Document Findings

Inspection findings must be documented with:

Photos when appropriate
Measurements when applicable
Technician notes
Recommended maintenance or repairs

Items should be clearly categorized by condition and urgency.

The DVI is completed before the vehicle moves to the ASE Certified Technician for diagnostic testing or repairs.

4. TECHNICIAN EVALUATION & DIAGNOSTIC

Responsible: ASE Certified Technician

After the comprehensive DVI is completed, the vehicle moves to the assigned ASE Certified Technician when diagnostic testing or repair evaluation is required.

The Technician reviews:

Customer concerns
Repair Order
DVI findings
Previous technician notes

Before proceeding with or recommending repairs, the Technician also evaluates whether the vehicle and requested work are appropriate for Noble Auto Care to service.

Repair Suitability & Capability Check

The Technician looks for conditions that could affect the shop's ability to safely, properly, and efficiently perform the requested diagnostic testing or repairs.

Vehicle Condition

The Technician evaluates the vehicle for potential concerns such as:

Excessive rust or corrosion
Severely rusted fasteners, components, lines, or mounting points
Previous damage or improper repairs
Missing, broken, modified, or improperly installed components
Evidence that the vehicle has been previously disassembled
Conditions that could cause additional components to break during normal repair procedures
Structural or safety concerns
Vehicle condition that could create an unreasonable risk during repair
Overall vehicle condition that may make the requested repair impractical or inappropriate

Vehicle Safety

The Technician considers whether the vehicle can be safely:

Lifted on shop equipment
Driven into or out of the shop
Test driven
Diagnosed
Disassembled
Repaired
Returned to service after the requested work

If the Technician believes the vehicle cannot be safely serviced using normal shop procedures, work should stop and the Service Writer should be notified.

Tools & Equipment

Before committing the shop to the repair, the Technician determines whether Noble Auto Care has access to the proper:

Hand tools
Specialty tools
Diagnostic equipment
Scan tools
Lifting equipment
Service information
Programming or calibration capabilities when applicable
Other equipment necessary to properly complete the repair

The shop should not accept a repair that requires tools or equipment it does not reasonably have access to.

Technician Expertise & Shop Capability

The Technician also determines whether the repair falls within the knowledge, experience, and capabilities of Noble Auto Care.

Consider:

Complexity of the repair
Diagnostic complexity
Technician experience with the system
Required procedures
Required specialty knowledge
Expected repair time
Potential complications
Whether the repair fits the shop's normal service capabilities

The goal is not to accept every possible repair.

The goal is to accept repairs that Noble Auto Care can perform safely, professionally, efficiently, and with confidence.

If the Vehicle or Repair Is Not Suitable

If the Technician determines that:

The vehicle is not suitable for repair
Excessive rust or deterioration creates unreasonable risk
The vehicle cannot be safely lifted or serviced
The repair is outside the shop's expertise
Required tools or equipment are not available
The repair carries an unreasonable likelihood of complications
The work otherwise falls outside Noble Auto Care's service capabilities

the Technician stops the process and communicates the concern to the Service Writer before additional work is performed.

The Service Writer then communicates the findings to the customer and explains why Noble Auto Care does not recommend proceeding with the requested work.

When appropriate, the customer may be advised to seek a shop or specialist better equipped for the vehicle or repair.

We do not perform a repair simply because a customer is willing to authorize it. Noble Auto Care must also be confident that the repair can be performed safely and professionally.

Diagnostic Testing

Once the Technician determines that the vehicle and requested work are appropriate for Noble Auto Care, the Technician performs the approved diagnostic testing necessary to determine the cause of the customer's concern.

Technician Documents

Tests performed
Test results
Findings
Cause of concern when determined
Recommended repairs
Any additional related concerns
Relevant vehicle-condition concerns
Any limitations or risks that may affect the repair

The Technician communicates findings clearly to the Service Writer.

Repairs are not started until the vehicle and repair have been determined to be suitable, the estimate has been completed, the customer has been contacted, and authorization has been received.

5. ESTIMATE PREPARATION & TECHNICIAN REVIEW

Responsible: Service Writer & Assigned Technician

After the comprehensive Digital Vehicle Inspection and applicable diagnostic testing are completed, the Service Writer prepares an accurate estimate before contacting the customer for repair authorization.

The goal is to make sure the customer receives a complete and accurate estimate the first time, including the correct labor, parts, fluids, and a realistic estimated completion time.

Review Technician Findings

The Service Writer reviews:

Digital Vehicle Inspection findings
Diagnostic findings
Technician recommendations
Required maintenance
Required repairs
Safety-related concerns
Customer's original concerns and requested services

Build the Estimate

For each recommended service or repair, the Service Writer verifies:

Correct labor operation
Proper labor time
Correct labor rate
Correct parts
Parts availability
Parts pricing
Required quantities
Required fluids
Required filters
Required gaskets, seals, hardware, and other supporting parts
Applicable shop supplies or additional charges
Estimated parts arrival time when parts are not currently available

The Service Writer should make every reasonable effort to ensure the estimate represents the complete job, reducing the chance of having to contact the customer later because something necessary was accidentally left off the estimate.

Determine Estimated Completion Time

Before presenting the estimate to the customer, determine a realistic estimated completion time based on:

Labor hours required
Technician workload
Current shop workload
Parts availability
Parts delivery times
Additional diagnostic or verification time
Required post-repair test drive
Final Quality Control Inspection

Do not promise an unrealistic completion time simply to satisfy the customer.

Technician & Service Writer Estimate Review

Before the estimate is presented to the customer, the Service Writer has a quick meeting with the Technician assigned to the vehicle.

Together they confirm:

Labor operations are correct
Labor times are appropriate
Correct parts have been selected
All necessary parts are included
All necessary fluids are included
Necessary gaskets, seals, hardware, and related items are included
Recommended repairs accurately address the Technician's findings
Parts availability has been considered
Estimated completion time is realistic
No known necessary items have been left off the estimate

This should be a quick final review, not a second diagnostic process.

The purpose is to catch mistakes before the estimate reaches the customer.

Estimate Ready for Customer

Once the Service Writer and Technician agree that the estimate is complete and accurate, the estimate is ready to be presented to the customer.

No repair work begins until the customer has reviewed the recommendations and authorized the work.

6. CUSTOMER CONSULTATION & REPAIR PLAN

Responsible: Service Writer

Once the DVI, applicable diagnostic testing, and estimate are complete, the Service Writer contacts the customer.

The purpose of this conversation is to help the customer understand the overall condition of the vehicle and make an informed decision about what should be addressed during the current visit.

Review With Customer

Original reason for visit
Diagnostic findings
Digital Vehicle Inspection
Safety concerns
Needed repairs
Preventative maintenance
Items that can reasonably be monitored or postponed
Pricing for recommended work
Parts availability
Expected completion time

Recommendations should be explained based on safety, reliability, maintenance needs, and priority.

The Service Writer and customer establish a clear plan for the current visit.

Obtain Authorization

Document:

Approved repairs
Approved maintenance
Declined recommendations
Deferred recommendations
Authorized amount
Customer authorization

Only authorized work proceeds.

Parts Deposit

Once the customer authorizes a repair requiring parts, the Service Writer collects a parts deposit before parts are ordered.

A parts deposit should be collected every time parts must be ordered for an approved repair, with exceptions for normal routine service items that the shop regularly stocks or uses.

Parts Deposit Exceptions

A parts deposit is generally not required for:

Oil changes
Oil filters
Engine air filters
Cabin air filters
Standard fluids
Other routine maintenance supplies or commonly stocked service items

Parts Deposit Process

Before ordering parts, the Service Writer:

Confirms the customer has authorized the repair.
Confirms the correct parts with the Technician when necessary.
Confirms current parts availability and expected delivery.
Collects the required parts deposit.
Documents the deposit on the Repair Order.
Orders the parts.
Updates the expected completion date or return appointment when necessary.

Special-order or repair-specific parts should not be ordered until the required deposit has been collected.

The deposit is applied toward the customer's final Repair Order balance.

20% Parts Restocking Fee

Once parts have been ordered for an authorized repair, a 20% restocking fee applies to returned parts if the customer cancels or changes the authorized repair after the parts have been ordered.

The restocking fee is 20% of the selling price of the parts being returned and may be deducted from the customer's parts deposit.

The Service Writer must inform the customer of the restocking fee before collecting the parts deposit and ordering the parts.

If a part is:

Non-returnable
Special order
Custom ordered
Electronic or otherwise restricted from return by the supplier

the customer may be responsible for the full cost of that part if the supplier will not accept the return.

Any applicable refund of the remaining parts deposit will be determined after the parts have been successfully returned and applicable restocking charges have been deducted.

The Service Writer documents any cancellation, returned parts, restocking charges, and remaining deposit balance on the Repair Order.

Vehicle Pickup & Return-Later Process

Sometimes the customer may prefer to take their vehicle and return when the shop is ready to perform the authorized repair.

This may be appropriate when:

Parts will take several days to arrive
Parts are backordered
The shop schedule cannot accommodate the repair immediately
The repair requires a significant block of Technician time
The vehicle can reasonably be driven while waiting
Keeping the vehicle at the shop provides no practical benefit

The goal is to avoid unnecessarily keeping a customer's vehicle for several days when no work can be performed.

1. Determine Whether the Vehicle Can Leave

Before recommending that the customer take the vehicle, the Service Writer communicates with the Technician regarding whether there are known conditions that could make continued operation unsafe or cause additional damage.

Noble Auto Care does not guarantee that a vehicle is safe to drive simply because the customer chooses to take it.

Any known safety concerns or risks identified during the inspection or diagnostic process should be clearly communicated to the customer.

2. Finalize the Repair Plan

Before the vehicle leaves:

Customer authorizes the future repair
Parts required for the repair are confirmed
Parts deposit is collected
Customer is informed of the 20% parts restocking fee
Parts are ordered
Expected parts arrival is documented
Estimated repair time is confirmed
Customer is informed of the expected scheduling process

3. Do Not Promise a Return Date Until Appropriate

If parts availability is uncertain, do not promise the customer a firm repair date.

Instead, explain that the shop will contact them when the required parts are available and the shop can confidently schedule the repair.

This helps prevent scheduling a vehicle before all necessary parts are physically available.

4. Parts Arrive & Are Verified

When the ordered parts arrive, the Service Writer and/or Technician verifies, when reasonably possible:

Correct parts were received
Correct quantity was received
Parts do not have obvious shipping damage
Required supporting parts have arrived
Required fluids and supplies are available

The goal is to avoid having the customer return only to discover that a necessary part is missing or incorrect.

5. Schedule the Return Appointment

Once the necessary parts are available, the Service Writer contacts the customer to schedule the vehicle's return.

The appointment should allow sufficient time for:

Repair → Technician Verification → Test Drive → Independent Quality Control Inspection

The customer is given a realistic expected completion time.

6. Customer Returns With Vehicle

When the customer returns, the Service Writer verifies:

Repair authorization
Work being performed
Customer contact information
Current mileage
Any change in the vehicle's condition or customer concerns since the previous visit

If appropriate, updated vehicle condition documentation or photos should be taken.

The Repair Order is reopened or updated according to the shop management system.

7. Vehicle Returns to The Noble Way

The vehicle then re-enters the normal Noble Way process at the appropriate point.

For a previously diagnosed and authorized repair where the condition has not changed:

RETURN → VERIFY AUTHORIZATION → PERFORM REPAIR → TEST DRIVE → QUALITY CONTROL → FINAL REVIEW → DELIVER

If the vehicle's condition or symptoms have changed, the Technician should reevaluate the vehicle before proceeding with the previously planned repair.

Step 6 Standard

Before an approved repair moves forward, the Service Writer should be able to answer:

What are we fixing?
What has the customer authorized?
What parts do we need?
Have we collected the required parts deposit?
Has the customer been informed of the 20% parts restocking fee?
Are the parts available?
Is the vehicle staying or returning later?
When can we realistically complete the vehicle?

Only when the repair plan is clear should the vehicle proceed to Step 7 — Perform Authorized Services & Repairs.

7. PERFORM AUTHORIZED SERVICES & REPAIRS

Responsible: Assigned Technician

The Repair Order is updated with the customer's approved work.

The vehicle is assigned appropriately based on the work being performed.

The Technician:

Reviews all approved work before beginning.
Performs repairs according to professional repair procedures.
Uses appropriate specifications and service information.
Documents work performed.
Records relevant measurements and specifications.
Notifies the Service Writer before performing any additional work not already authorized.

If an unexpected problem or additional repair is discovered, work stops on that item until the Service Writer receives customer authorization.

The Technician is responsible for ensuring the repair is completed correctly before moving the vehicle to the verification stage.

8. POST-REPAIR VERIFICATION & TEST DRIVE

Responsible: Technician Who Performed the Work

After repairs are completed, the Technician verifies the repair.

When appropriate, the Technician performs a test drive.

Technician Verifies

Original concern has been addressed
Repairs operate as intended
No abnormal noises related to the repair
No warning lights related to the repair
Vehicle drives and operates appropriately
No leaks related to the repair
Components disturbed during the repair are properly installed
Vehicle is safe to proceed to Quality Control

Any problem discovered during verification must be corrected before the vehicle proceeds to the final Quality Control Inspection.

9. INDEPENDENT QUALITY CONTROL INSPECTION

Responsible: Second Technician

The Technician who performed the repair does not perform the final Quality Control Inspection alone.

A second Technician performs an independent inspection of the completed vehicle.

Quality Control Includes

Review completed repairs
Visually inspect repaired areas
Verify components are properly installed
Check for loose or disconnected components
Check for leaks
Verify fluid levels when applicable
Verify wheel torque when wheels were removed
Verify warning lights
Verify underhood caps and covers are installed
Verify tools and equipment have been removed from the vehicle
Verify vehicle is safe and ready to return to the customer
Confirm the Repair Order accurately reflects completed work

The second Technician signs off on the Quality Control Inspection.

The vehicle is not considered complete until it passes Quality Control.

If a problem is found, the vehicle returns to the responsible Technician for correction and must be inspected again before release.

10. FINAL SERVICE WRITER REVIEW

Responsible: Service Writer

After Quality Control is complete, the Service Writer performs the final Repair Order review.

Verify

All approved work is completed
Technician notes are complete
Quality Control is complete
DVI is complete
Recommendations are documented
Declined/deferred work is documented
Final invoice is accurate
Out mileage is recorded
Customer's belongings and keys are accounted for

The Service Writer contacts the customer and informs them that the vehicle is ready.

11. VEHICLE RETURN & CUSTOMER CHECKOUT

Responsible: Service Writer

When the customer arrives, the Service Writer reviews the completed visit with them.

Review the Visit

Explain:

Work performed
Diagnostic findings
Repairs completed
Maintenance completed
Important inspection findings
Deferred recommendations
Recommended future maintenance or repairs

Answer the customer's questions and make sure they understand the work performed.

Complete payment and provide the customer with applicable inspection and repair documentation.

Return the Keys

Return the vehicle keys to the customer and thank them for trusting Noble Auto Care with their vehicle.

THE NOBLE WAY — CORE PROCESS

1. BOOK

Customer contact → Gather information → Explain 15-minute drop-off process → E-sign authorization → Confirm appointment → Prepare customer for drop-off

2. RECEIVE

Customer arrives → Verify concerns → Vehicle walk-around → Photos & documentation

3. INSPECT

General Service Station → Complimentary Comprehensive DVI

4. EVALUATE & DIAGNOSE

ASE Certified Technician → Check vehicle suitability → Confirm tools & expertise → Test concerns → Document findings

5. ESTIMATE

Build estimate → Verify labor times → Check parts availability → Confirm all parts & fluids → Determine completion time → Technician review

6. PLAN & AUTHORIZE

Review vehicle condition & estimate → Prioritize repairs → Receive authorization → Collect parts deposit → Explain 20% restocking fee → Determine whether vehicle stays or returns

7. REPAIR

Perform approved maintenance & repairs → Document work

8. VERIFY

Repairing Technician → Verify repair → Test drive

9. QUALITY CONTROL

Second Technician → Independent final inspection → Approve vehicle for release

10. FINAL REVIEW

Service Writer → Verify RO & invoice → Confirm documentation → Notify customer

11. DELIVER

Review completed work → Discuss future recommendations → Complete checkout → Return keys

THE NOBLE WAY STANDARD

Every Vehicle. Every Time.

Receive it right.
Document the vehicle and understand the customer's concerns.

Inspect it completely.
Every vehicle begins with a comprehensive Digital Vehicle Inspection.

Know our capabilities.
Make sure the vehicle is suitable for repair and that we have the proper tools, equipment, and expertise before committing to the work.

Diagnose it properly.
Use testing and professional service information to identify the cause of the customer's concern.

Estimate it accurately.
Verify labor, parts, fluids, availability, and completion time with the Technician before presenting the estimate.

Communicate clearly.
Give the customer the information needed to make an informed decision.

Plan it properly.
Confirm authorization, secure necessary parts, collect required deposits, and establish a realistic repair timeline.

Repair it professionally.
Perform only authorized work using proper procedures and specifications.

Verify the repair.
The Technician confirms the repair and test drives the vehicle when appropriate.

Inspect our own work.
A second Technician performs Quality Control before the vehicle is released.

Return it with confidence.
Only return the keys when we know the vehicle is ready for the customer.

THE NOBLE WAY

Inspect. Communicate. Repair. Verify.

A consistent process. A professional repair. Confidence in every mile.