- Owner
- Service Advisor
- Effective date
- September 15, 2026
- Review cycle
- Every 12 months
1.Purpose
To make sure every vehicle is checked in accurately, existing damage is documented before work begins, and the customer approves the scope and estimated cost in writing.
2.Scope
Applies to the intake process when a customer drops off a vehicle for service or repair. The multi-point inspection performed during service is covered by a separate SOP.
Definitions
- Repair order
- The written record of the customer's authorized services, cost estimate and vehicle details.
- Walk-around
- A visual inspection of the vehicle's exterior and interior condition done before work begins.
- VIN
- Vehicle identification number, used to confirm the exact vehicle and look up service history and specifications.
3.Responsibilities
- Service Advisor
- Greets the customer, documents the vehicle's condition and concern, and obtains approval for the repair order.
- Technician
- Reviews the intake notes before starting work and flags anything the walk-around may have missed.
- Shop Manager
- Resolves pricing disputes and approves any exception to standard intake procedure.
RACI matrix
| Activity | Service Advisor | Technician | Shop Manager |
|---|---|---|---|
| Record the customer's concern | R/A | I | I |
| Perform the walk-around and photograph condition | R/A | C | I |
| Prepare the estimate and get approval | R/A | C | I |
| Review intake notes before starting work | C | R/A | I |
| Resolve a pricing or scope dispute | R | I | A |
R = Responsible, A = Accountable, C = Consulted, I = Informed
4.Materials and PPE
Materials, tools and systems
- →Shop management system for repair orders
- →Walk-around inspection checklist
- →Camera or tablet for photos
- →Key tag and vehicle location log
- →Printed or digital estimate form
5.Procedure
- 5.1
Greet the customer and confirm the appointment
Service AdvisorGreet the customer, confirm their name and appointment details in the shop management system, and ask them to describe their concern in their own words.
- 5.2
Verify vehicle and customer information
Service AdvisorConfirm the vehicle's year, make, model and VIN against the shop management system, and update any changed contact information.
- 5.3
Record the customer's concern in detail
Service AdvisorWrite down the customer's concern in their own words, including when it happens, any sounds or warning lights, and how long it has occurred.
- 5.4
Perform the exterior and interior walk-around
Service AdvisorWalk around the vehicle noting existing dents, scratches, windshield chips, tire condition and interior wear before the vehicle enters the shop.
Checkpoint: Existing damage is documented and shown to the customer before the vehicle is moved into the shop.
- 5.5
Record mileage and fuel level
Service AdvisorRecord the current odometer reading and fuel gauge level on the repair order for reference at pickup.
- 5.6
Check for personal belongings and valuables
Service AdvisorAsk the customer to remove personal belongings and valuables, or note any items they choose to leave in the vehicle.
- 5.7
Photograph the vehicle's condition
Service AdvisorTake photos of the exterior, interior and odometer reading and attach them to the repair order in the shop management system.
- 5.8
Review prior service history
Service AdvisorCheck the vehicle's service history in the shop management system for related past work or open recommendations.
- 5.9
Prepare the estimate
Service AdvisorPrepare a written estimate covering the diagnosed or requested work, parts and labor cost, and expected completion time.
- 5.10
Obtain customer approval
Service AdvisorReview the estimate with the customer and obtain their signature or verbal recorded approval before any work begins.
Checkpoint: No work starts on the vehicle without a signed or recorded customer approval on the repair order.
- 5.11
Tag keys and log vehicle location
Service AdvisorTag the keys with the repair order number and log where the vehicle is parked in the shop's intake queue.
- 5.12
Communicate expected completion time
Service AdvisorTell the customer the estimated completion time and how they will be contacted with updates or for approval of additional work.
- 5.13
Hand off the repair order to the technician
TechnicianRoute the completed repair order and intake notes to the assigned technician before the vehicle is moved to a bay.
6.Quality checks
- →Every vehicle has a documented walk-around with photos before entering the shop.
- →No repair order proceeds to a technician without a customer-approved estimate.
- →Mileage and fuel level are recorded on every intake.
- →Customer contact information is confirmed current at every visit.
7.Records
- →Repair order with customer approval
- →Walk-around inspection photos
- →Estimate and approval signature
- →Key tag and vehicle location log
8.KPIs
- →Average intake time per vehicle
- →Percentage of intakes with complete photo documentation
- →Estimate approval turnaround time
- →Number of disputed damage claims per month
9.Common mistakes
- →Skipping the walk-around photos when the shop is busy.
- →Starting diagnostic work before the customer has approved an estimate.
- →Not recording the customer's concern in enough detail for the technician to reproduce the issue.
- →Forgetting to confirm the odometer reading at intake, causing disputes at pickup.
10.Revision history
| Revision | Date | Description | Reviewed by |
|---|---|---|---|
| 1.0 | September 15, 2026 | Initial release | Ilia Pirozhenko |
This is a template. Adapt it to your organization, equipment and local regulations before use.
