Appendix A: Detailed Description of Services
Vehicle Lockouts:
The Contractor shall provide assistance to customers who have accidentally locked themselves out of their vehicles. This service includes using appropriate tools to unlock doors without causing damage to the vehicle.
Battery Jump Services:
Contractor will perform battery jump-start services to assist customers with dead vehicle batteries. This involves safely connecting jumper cables to the customer's vehicle battery and providing the necessary power to start the engine.
Spare Tire Change Services:
In the event of a flat tire, Contractor will replace the flat tire with the spare tire. This service includes safely removing the flat tire, installing the spare tire, and ensuring proper tire inflation.
Fuel Delivery Services:
The contractor will deliver a specified quantity of fuel to customers who have run out of gas. This service includes safely refueling the customer's vehicle at the location of the breakdown.
These services will be performed efficiently and professionally, adhering to safety standards and guidelines. The Contractor is expected to provide excellent customer service and represent Wichita Area Roadside LLC and it's affiliates in a positive manner during service delivery.
Appendix B: Policies & Procedures
1. Vehicle Lockouts:
a. Procedure:
- Use appropriate tools to unlock doors without causing damage.
- Verify customer identification and vehicle ownership.
- Document the service provided and obtain customer acknowledgment.
b. Safety Protocol:
- Prioritize safety during door unlocking procedures.
- Follow established safety guidelines to avoid accidents or damage.
2. Battery Jump Services:
a. Procedure:
- Safely connect jumper cables to the customer's vehicle battery.
- Ensure correct polarity when attaching cables.
- Verify the proper functioning of the vehicle after the jump.
b. Safety Protocol:
- Adhere to safety standards for handling batteries and electrical components.
- Provide safety instructions to customers during the process.
3. Spare Tire Change Services:
a. Procedure:
- Safely remove the flat tire and install the spare tire.
- Ensure proper lug nut tightening according to vehicle specifications.
-Be attentive to stripped lug nuts, taking utmost care to avoid breaking studs. Know when to cancel if studs pose a risk. Always verify spare tire pressure for accuracy.
- Check the spare tire's inflation level.
b. Safety Protocol:
- Utilize safety equipment when handling heavy objects.
- Educate customers on safe tire-changing practices.
4. Fuel Delivery Services:
a. Procedure:
- Deliver the specified quantity of fuel to the customer's location.
- Confirm the correct fuel type and amount.
- Provide information on fueling safety to customers.
- Please note, we don't deliver diesel. Ensure fuel costs are collected if the customer isn't covered.
b. Safety Protocol:
- Follow proper fueling procedures to prevent spills and hazards.
- Use appropriate safety gear and equipment during fuel delivery.
General Safety Protocol:
Our target is 0. Aim for zero accidents, injuries, incidents, and claims. Safety is our top priority.
Daily Equipment and Vehicle Inspections:
- Conduct daily inspections of all equipment and vehicles used for roadside assistance.
-ALWAYS WEAR A Safety Vest
- Check for any signs of damage, wear, or malfunction.
- Verify the availability and functionality of safety equipment.
- Document inspection results and report any issues promptly.
- Ensure routine maintenance is performed to keep equipment and vehicles in optimal condition.
General Policies:
1. Customer Interaction:
- Maintain a professional and courteous demeanor when interacting with customers.
- Communicate effectively and provide clear instructions to customers.
2. Record Keeping:
- Document all services provided, including customer information and service details.
- Maintain accurate records for billing and reporting purposes.
3. Uniform and Identification:
- Wear the designated uniform and display proper identification while on duty.
- Project a professional image representing the client.
4. Timeliness:
- Respond promptly to service requests and adhere to scheduled appointments.
- Keep customers informed in case of delays.
5. Documentation:
-Capture the job process with before and after pictures for thorough records.
6. Locating Customers:
Use various methods, including sharing locations through Apple-to-Apple phones, mapping via apps like Google Maps, and others.
These policies and procedures are designed to ensure the efficient and safe operation of Wichita Area Roadside LLC's roadside assistance services. All personnel are expected to familiarize themselves with and adhere to these guidelines.