How do I find out how a fleet shop handles after-hours breakdown calls?

Start by asking for the actual routine, not the policy. Who carries the after-hours phone? What happens if that person is away or does not answer? How are calls logged, and are they tied to a work order so they can be billed? Ask to see the last few weeks of call records and the invoices that followed.

Next, look at the people and the truck. Who goes out, and are they paid extra or on call? A service truck needs tools, parts and a way to charge for travel. If one technician always takes the call, ask what happens when they take the job elsewhere. Their absence could remove a service that customers count on.

Talk to customers if the seller allows it. Ask how fast the shop responds and what the breakdown cost them. Ask the seller about complaints, missed calls and any customers who left because of them. A buyer should decide whether to keep the service as it stands, price it differently or drop it, and tell customers early. If the after-hours work is a major draw for fleet customers, ask the seller to introduce you to the person who actually takes those calls before you form a view.

Key takeaways

• Ask who answers, who goes out and how each call is logged and billed.
• Check whether the service depends on a single person who might leave.
• Speak to fleet customers about their last breakdown call, if the seller permits.