Service Write-Up

Service write-up is the process that occurs when a customer arrives at the dealership for maintenance or repair, where the service advisor documents the customer's concerns and requests, and creates a work order for the technicians. This typically happens at the service desk or drive-through. Steps include: greeting the customer promptly, confirming their appointment (if any), checking the vehicle’s information (VIN, mileage), asking about any issues or symptoms the customer has noticed, reviewing recommended maintenance based on history or time (e.g., “You're due for a brake fluid change, would you like to do that today?”), and then recording all agreed work and estimates on a repair order (RO) form. The advisor also notes things like whether the customer will wait or has a ride, and upsells items if appropriate (but ethically – safety or due items should be prioritized). In Canada, the service write-up can involve ensuring compliance with consumer protection laws, such as providing an estimate and getting authorization before performing work beyond that amount. Quebec, for example, has strong laws about repair estimates and customer consent. Once written up, the customer may sign the RO to authorize the work, and then the car keys are passed to the technicians. A thorough write-up is important because it guides the technicians on what to do and forms the basis of the customer's invoice. It’s also the moment to build trust: a transparent, friendly interaction here makes the customer feel their car is in good hands. Good service departments have a clear write-up process to ensure consistency (like doing a walk-around inspection for scratches or tire tread depth with the customer present, to note the car’s condition pre-service). The quality of this process can impact CSI scores and repeat business significantly.