Here is a great discussion on how we can document an auto repair invoice. In this clip, Brian and our guest Keith begin the process of writing a ten step SOP on building automotive repair invoices.

Auto Repair Invoice - Service Advisor Helping Automotive CustomerAuto Repair Invoice – When And How

Brian starts out the segment by setting the ground rules of the SOP. The front of house staff, specifically the Service Advisor at the desk, is responsible for writing the auto repair invoice. When you write a Standard Operating Procedure, you number the steps in order to clearly describe how the job is done. In this case, your front of house staff will have  a handy guide to refer to when questions come up.

It is also a great idea for you to review this and other SOPs regularly when in team meetings and one on one’s in order to keep everyone sharp. Sometimes, it will help for individuals to taylor certain steps and scripts to their own strengths. However, when you have one standard form on hand for the whole team to reference, it makes a huge difference.

Auto Repair Invoice SOP Step 1

Next, Brian called on Keith to provide step one. Before we fill anything else out, we will need to gather the customer’s contact and vehicle information. The first question we always need to answer is “Why is the vehicle here?” Then, from there, we can fill in the rest of the blanks on the SOP.

Learn More – Book Your FREE Strategy Session Today

Does your independent auto repair shop business lack direction? Maybe your initial business plan has stalled out. You need to hire an experienced automotive industry coach who can help you. So why not schedule a FREE business strategy session today with Brian Gillis? You have got nothing to lose, so sign up today!


Do you know when to write an auto repair estimate? Brian and the YNR group talk about identifying the “one thing” – i.e. the first major item of concern on a vehicle – and alerting the customer to it. Then what? We go through a quick scenario with reassuring a price shopper that we will get the job done quickly and affordably. It’s not about money, it’s about their safety. Get the customer on their way via your shuttle, and give the rest of the vehicle a thorough inspection. Then and only then is when to write an auto repair estimate.

Auto Repair Estimate Writing for customers by Service AdvisorsAuto Repair Estimate Writing – When And How

Brian starts the conversation by reminding us not to rush into repairs before talking with our customers. Remember, the customer will tell us everything we need to know, and often will ask questions to steer us in the right direction.

Eric chimes in to walk us through his process of finding “one thing” during initial inspection that customers need to know about. Then, the Service Advisor will walk the customer back to their vehicle to explain the issue. After that, just listen to the customer. When they let you know their concerns about cost or time, let them know you can get right to work on the repair and provide them a shuttle to work. Make sure the conversation thoroughly addresses vehicle safety. You have yet to completely inspect the vehicle, so assure them you will call them shortly to let them know if there are any other concerns. You should only provide an auto repair estimate after reading the customer their vehicle’s inspection results.

Brian wraps up by remind us that both front and back of house staff should understand the “one thing” concept. Make sure you clearly mark what it is on your repair orders, so everyone knows.

Learn More – Book Your FREE Strategy Session

Does your auto repair shop lack direction? Perhaps your business plan has stalled out. You need an experienced automotive industry coach to help you. Then why not schedule a FREE business strategy session with YNR guide Brian Gillis? You’ve got nothing to lose, so sign up today!