Before you start

• •Printed or digital work order form
• •Camera or phone for photo documentation
• •VIN scanner or pen for manual entry
• •Customer intake form (contact info, authorization signature)

The procedure

Step-by-step, in order. Each step has the action and the reason it matters.

1. 1

   Greet the customer and capture contact information

   Get full name, best phone number, and email. Confirm whether they are waiting or dropping off. If dropping off, confirm expected pickup time window and who is authorized to pick up if not them.

   Why: Authorization and contact clarity prevent unauthorized vehicle releases and missed-call complaints.

2. 2

   Capture the VIN and mileage

   Scan the VIN from the driver's door jamb sticker or windshield. Manually record odometer reading. Note current fuel level. All three go on the work order before the customer leaves.

   Why: VIN locks the vehicle to the correct parts. Mileage documents you didn't drive it. Fuel level prevents disputes.

3. 3

   Perform a full exterior walk-around with the customer present

   Walk the entire exterior with the customer: hood, all four panels, bumpers, glass, wheels. Photograph every existing scratch, dent, chip, or crack — even minor ones. Narrate what you're photographing so the customer hears the documentation.

   Why: Pre-existing damage photos eliminate every dispute about damage occurring in the shop. Do not skip this step for any reason.

4. 4

   Document the customer's complaint in their own words

   Ask: 'What is the vehicle doing that brought you in today?' Write their description verbatim on the work order. Do not translate it into shop language yet. Add when it happens, how often, and any relevant context (only happens when hot, only when turning right, etc.).

   Why: Verbatim complaint documentation protects against 'that's not what I told you' disputes and gives the tech the real diagnostic starting point.

5. 5

   Note any personal items in the vehicle

   Document valuable or fragile items visible in the vehicle — dash cams, sunglasses, chargers, bags. Note them on the work order. If the customer leaves something they shouldn't, it's documented before a tech touches the car.

   Why: Personal item documentation eliminates 'something was stolen from my car' claims that are otherwise unresolvable.

6. 6

   Confirm the authorization and get a signature

   Review the work order with the customer — vehicle, complaint, your estimate range, and your shop's diagnostic fee policy. Get a signature authorizing the inspection or repair. If estimate exceeds authorization, call before proceeding.

   Why: A signed authorization is your legal right to perform the work. An unsigned work order is a liability you cannot win.

7. 7

   Tag the key and park the vehicle in the designated queue

   Attach the key tag with the work order number. Park in the check-in queue, not in a random open spot. Update the vehicle status board or shop management software to 'Checked In — Awaiting Diagnosis.'

   Why: Key tags prevent wrong-car work-starts. A status board prevents techs from starting a vehicle that hasn't been authorized.

8. 8

   Send the customer a confirmation

   Text or email a summary: vehicle received, work order number, your shop's phone number, and the expected update timeline. If they're waiting, point them to the waiting area and give a realistic time estimate.

   Why: Proactive communication reduces incoming calls and builds the trust that drives referrals.

Verify when done

• ☐VIN, mileage, and fuel level on the work order
• ☐Walk-around photos taken before the customer leaves
• ☐Customer signature on work order
• ☐Key tag attached and vehicle in queue
• ☐Customer confirmation sent

Common mistakes

• ✕Skipping the walk-around when the customer is in a hurry
• ✕Using shop language instead of customer's words for the complaint
• ✕Forgetting to note the fuel level
• ✕Not confirming authorization amount before starting diagnosis

Trainer notes

New service advisors should shadow three check-ins before performing one solo. The walk-around photo step is the one most commonly skipped under pressure — it is never skippable. One unphoto'd dent will cost more than a hundred check-ins.

Common questions