Why Having a Check-In Script is Essential to Workshop Profitability

In the fast-paced world of automotive workshops, efficiency, communication, and consistency are the cornerstones of profitability. One often overlooked tool that can make a huge difference is the check-in script for service advisors. This simple but powerful resource ensures that every customer interaction is consistent, clear, and effective, which in turn boosts customer satisfaction and the overall profitability of your workshop.

In this post, we’ll discuss why having a check-in script is vital for your workshop, and we’ll provide you with a basic script to build on. Additionally, we’ll highlight other essential scripts—handover, invoice presentation, estimate presentation, and rego-to-service upsell—that every workshop should develop.

1. The Importance of a Check-In Script

A check-in script provides a structured framework for service advisors to follow when interacting with customers. Why is this so important?

• Consistency: A script ensures that all service advisors provide the same high-quality experience for every customer, every time. This eliminates the risk of missed information, forgotten steps, or unaddressed concerns.

• Efficiency: A well-structured script reduces the time spent on each customer interaction while still covering all necessary details. This improves workflow, allowing your team to handle more jobs in a day.

• Professionalism: A scripted check-in process gives service advisors a professional edge. Customers will feel more confident and informed when they’re greeted with clear, organised communication.

• Increased Profitability: When service advisors consistently check past work, upsell necessary services, and catch potential issues, workshops see a direct impact on Average Repair Orders (ARO) and overall profitability.

2. A Basic Check-In Script for Service Advisors

Here’s a stripped-back version of your current check-in script to serve as a foundation for building your own: These are super simple and do not need to be over complicated or anything scary, you will notice these tools will actually help your staff feel more comfortable in the whole process as they act as guard rails

Customer Check-In Script – Basic Version

Tonality: Friendly, Attentive, Professional

1. Greeting & Rapport
   "Hi [Customer Name], how are you today?"
   Let them respond.
   "Just to make sure everything is up to date, could you confirm your email, mobile number, and address?"

2. Previous Work Check (If returning customer)
   "I took a look at the notes from your last visit and noticed that [previous work] was done. How has the car been driving since then?"
   Let the customer share any concerns.

3. Logbook & Service Items
   "I’ve reviewed your logbook, and it looks like [logbook item] is due based on your mileage. We recommend addressing it today."
   Pause for their response.

4. Registration Inspection (If applicable)
   "We noticed your registration is due soon. We can do the inspection today while the car is in the shop if that’s convenient for you."

5. Cost & Approval
   "If everything looks good to you, the total for today’s service would be [cost]. Is there anything else you’d like us to check while it’s here?"
   Wait for their approval and answer any questions.

6. Closing
   "We’ll keep you updated throughout the process. You’ll receive a text once the technician starts working. We expect to have it ready by [time]. Feel free to text or call the number you received yesterday if you need anything in the meantime. Have a great day!"

This basic script ensures that service advisors cover the essentials in every check-in, laying the foundation for better communication and more upsell opportunities.

3. Other Essential Scripts to Build

Along with a check-in script, your workshop should develop several other key scripts to ensure consistency across all customer interactions:

1. Handover and Invoice Presentation Script

This script guides service advisors through presenting the final invoice, explaining the work completed, and offering any additional recommendations.

• Example: "Here’s a summary of the work we’ve done today, along with the total cost. We’ve also noted [additional work needed] for your next visit, but it wasn’t urgent today."

2. Estimate Presentation Script

This script ensures that service advisors can confidently present quotes for future work, using data to justify the cost and value of each service.

• Example: "Based on the inspection, we recommend [service item]. This would cost [amount], and we recommend this to be done as…."

3. Rego-to-Service Upsell Script

This script helps service advisors transition a customer from a simple registration inspection to a more comprehensive service, capturing additional work that needs attention.

• Example: "While we’re doing your rego inspection, we noticed [service item] is due soon. We can handle it today, saving you time down the road."

4. Bonus: The Power of Tonality in Communication

As much as you do not want to admit it, this is sales that is the reality and there is no ego in that so while having a script is essential, how you say things is just as important as what you say. Tonality plays a key role in ensuring the message is received positively. The right tone can build rapport, foster trust, and make customers feel valued.

Here are a few tonalities to focus on during key stages of the check-in process:

• Curious: Use a curious tone when asking questions about the vehicle’s history or the customer’s experience. This shows genuine interest in their concerns and builds trust.

  • Example: "How has the car been driving since the last service?"

• Confident: When discussing the recommended services, a confident tone reassures the customer that your advice is based on expert knowledge.

  • Example: "We’ve reviewed your logbook, and it’s important that [service item] is completed to keep your vehicle in top shape."

• Supportive: During the closing stage, adopt a supportive tone that reassures the customer that their vehicle is in good hands.

  • Example: "We’ll keep you updated throughout the process. You can always reach out to me if you need anything."

Remember, the way service advisors deliver their message can make all the difference in how customers perceive the service and decide on additional work. A warm and supportive tone can turn a hesitant customer into a loyal one.

Conclusion: Scripts as Profitability Boosters

Having structured scripts for all key interactions, starting with the check-in process, is crucial to running a profitable workshop. These scripts ensure that every service advisor follows the same steps, communicates clearly, and maximises each customer interaction for upsell opportunities. In turn, this improves your workshop’s efficiency, ARO, and customer satisfaction, all while building trust.

At Workwise Auto Solutions, we help workshops create and implement scripts that enhance both the customer experience and profitability. Book a free session today to learn more about how we can streamline your service processes.