New Customer Onboarding Checklist for Auto Repair Shops

Getting the VIN early lets you look up exact parts and fluid types before the car even hits your lift.

Note if the customer mentions a 'squeal,' 'grind,' or 'check engine light' so the tech knows which bay to use.

Use SkipCalls AI to answer emergency tow calls after hours so you don't lose a $3,000 transmission job to the shop down the street.

Asking about extended warranties upfront saves you from hours of unpaid phone tag with claims adjusters later.

Prevents your lot from becoming a graveyard of cars that you do not have the parts or lift space to work on yet.

Take photos of dirty filters or worn brake pads to text to the customer; seeing is believing for $500+ repairs.

Walking around the car to note scratches or dents protects you from false claims that your lift or tools caused damage.

Ask if they prefer a text with photos or a phone call; texting is often better when you are in a noisy shop with air tools running.

Ensure the customer knows there is a $100-$150 fee just to hook up the scanner and find the problem before any parts are replaced.

Give options for after-market parts vs. OEM parts to help the customer stay within their $300-$800 budget.

If you find a leaking water pump while doing timing belts, get a text or email approval before adding the extra $400 to the bill.

If a part is backordered, tell the customer immediately so they can arrange for a rental or ride home.

Keep the worn-out parts to show the customer upon pickup; it builds immense trust for high-value engine work.

Always have a second set of eyes (or ears) check the work before the customer drives off the lot.

Clearly state if your labor is covered for 12 months or 12,000 miles to give the customer peace of mind.

Allowing customers to pay their $1,200 bill via a secure link helps them pick up their car quickly after work.

Don't let them leave without booking their next $75 oil change or 60k-mile maintenance check.