Dealership Service Drive Customer Write-Up Checklist

This template is used at the service drive to document the customer’s stated concern, vehicle identification, odometer reading, visible condition, recall lookup, and authorization before the technician starts work. It creates a clear intake record that supports accurate estimates and reduces missed details. It also helps the advisor capture what the customer approved and what was observed at drop-off.

A service advisor or other designated intake staff member should complete it with the customer present whenever possible. The advisor should confirm the customer’s concern in the customer’s own words, then record the vehicle condition and any warning lights or pre-existing damage. If the customer cannot stay, the same fields can be completed by phone or digital intake with a follow-up signature or consent step.

Use it for every repair order or service visit that requires diagnosis, inspection, or customer authorization. It is especially important when the vehicle has visible damage, intermittent symptoms, warning lights, or possible recall work. Consistent use helps keep intake records uniform across advisors and shifts.

No. This checklist supports the repair order by capturing the intake details that the estimate and work order rely on. It documents the customer’s concern, the vehicle’s condition at arrival, and the scope of authorization. Many shops attach it to the repair order or store it as part of the audit trail.

The authorization section should state what the customer approved, such as diagnosis only, a specific repair, or work up to a dollar limit. It should also capture consent language, the customer signature, and the service advisor name. Clear scope matters because it prevents work from moving beyond what the customer agreed to.

The checklist prompts the advisor to note dents, scratches, broken trim, glass damage, tire condition, and other visible issues before service begins. Adding photos creates a stronger record of the vehicle’s condition at drop-off. That makes it easier to separate pre-existing damage from anything that may occur in the shop.

Yes. You can add conditional logic for express service, warranty work, fleet vehicles, or used-car reconditioning. You can also tailor the concern fields, photo requirements, and authorization language to match your store’s process. Keep the core intake fields intact so the checklist still produces a consistent service record.

Common mistakes include leaving the concern too vague, skipping the odometer reading, not recording warning light details, and failing to document pre-existing damage. Another frequent issue is collecting a signature without clearly stating the authorization scope. The form works best when each field is completed before the vehicle leaves the drive.

Ad-hoc notes often miss key details, vary by advisor, and are harder to review later. A structured checklist standardizes the intake process, improves readability, and makes it easier to hand off the vehicle to technicians or warranty staff. It also supports better customer communication because the same information is captured every time.