Checklist template

Service drive and write-up for auto dealerships

A ready-to-use checklist with 112 items in 6 sections, covering Greeting, Walk-around, Write-up, Estimates, Status updates, Delivery. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 112 Items
  • 96 Yes / No checks
  • 6 Scored ratings
  • 126 Points

Use this template How audits work

1. Greeting 18 items

  1. Lane signs show customers where to stop for appointments and where to stop without an appointment Yes / No 1 pt
  2. Today's appointment list is printed or displayed at the advisor desks before the drive opens Yes / No 1 pt
  3. Repair orders for today's appointments were pre-loaded with the customer and vehicle before opening Yes / No 1 pt
  4. A repair order was opened for every night-drop vehicle before the first appointment Yes / No 1 pt
  5. The night-drop box is stocked with blank envelopes and a pen Yes / No 1 pt
  6. An advisor or greeter reaches the driver's door within 1 minute of the vehicle stopping in the lane Yes / No 1 pt
  7. Customers with an appointment are greeted by name from the appointment list Yes / No 1 pt
  8. The advisor introduces themselves by name Yes / No 1 pt
  9. The advisor hands over a business card or texts their contact details to the customer Yes / No 1 pt
  10. Advisors observed wear the uniform and name tag set by dealership policy Yes / No 1 pt
  11. A porter or greeter directs traffic when more than three vehicles are waiting in the lane Yes / No 1 pt
  12. Customers without an appointment are told the expected wait before the write-up starts Yes / No 1 pt
  13. The advisor asks for the reason for the visit before suggesting any service Yes / No 1 pt
  14. The advisor asks whether the customer will wait, needs the shuttle or needs a loaner vehicle Yes / No 1 pt
  15. The service lane floor is free of oil spots, standing water and loose debris Yes / No 1 pt
  16. Vehicles waiting in the service lane at the time of the visit Number
  17. Minutes from arrival to greeting for the customer observed Number
  18. Greeting in the service lane during the visit Rating
    • Every customer met at the vehicle within 1 minute 5 pts
    • Customers greeted, some after a wait 3 pts
    • Customers left to find an advisor themselves 1 pt

2. Walk-around 18 items

  1. The advisor walks around the vehicle with the customer before the customer leaves the lane Yes / No 1 pt
  2. A seat cover, a paper floor mat and a steering wheel cover are fitted before the vehicle is moved Yes / No 1 pt
  3. The mileage is read from the odometer, not taken from the customer or the last visit Yes / No 1 pt
  4. The VIN is scanned or read from the vehicle and matches the repair order Yes / No 1 pt
  5. Existing dents, scratches and curb-damaged wheels are marked on the walk-around sheet or tablet Yes / No 1 pt
  6. Existing damage is photographed with the repair order number visible or attached Yes / No 1 pt
  7. The customer initials or electronically acknowledges the existing damage notes Yes / No 1 pt
  8. Tread depth is measured on all four tires and written on the repair order Yes / No 1 pt
  9. The tread depth reading is shown to the customer on the color-coded gauge Yes / No 1 pt
  10. Wiper blades are checked for tears and streaking Yes / No 1 pt
  11. The windshield is checked for chips and cracks Yes / No 1 pt
  12. Warning lights showing with the ignition on are written on the repair order Yes / No 1 pt
  13. The fuel level or state of charge is recorded at arrival Yes / No 1 pt
  14. Open recalls and campaigns are checked by VIN before the customer leaves the lane Yes / No 1 pt
  15. The location of the wheel lock key is confirmed with the customer when wheels will be removed Yes / No 1 pt
  16. The numbered hang tag on the mirror matches the number on the key tag Yes / No 1 pt
  17. Tread depth of the most worn tire on the vehicle observed (32nds of an inch or mm) Number
  18. Walk-around on the vehicles observed Rating
    • Done with the customer at every vehicle 5 pts
    • Done, but without the customer 3 pts
    • Skipped on most vehicles 1 pt

3. Write-up 21 items

  1. The concern is written in the customer's own words, not as a diagnosis or a part name Yes / No 1 pt
  2. Each concern is a separate line on the repair order Yes / No 1 pt
  3. The advisor asks when the problem occurs (cold start, at speed, braking, turning) and writes the answer on the line Yes / No 1 pt
  4. The customer's phone number and email are confirmed against the record in the dealer management system Yes / No 1 pt
  5. The preferred contact method (call, text or email) is recorded on the repair order Yes / No 1 pt
  6. The vehicle's service history is opened in the dealer management system during write-up Yes / No 1 pt
  7. Work declined at the last visit is offered again at write-up Yes / No 1 pt
  8. The factory maintenance due at the current mileage is shown to the customer from the printed or on-screen menu Yes / No 1 pt
  9. Factory warranty and service contract coverage are checked before a customer-pay price is quoted Yes / No 1 pt
  10. The diagnostic charge is explained and approved before diagnosis starts Yes / No 1 pt
  11. The customer signs the repair order, on paper or electronically, before the vehicle goes to the shop Yes / No 1 pt
  12. The promised time is written on the repair order Yes / No 1 pt
  13. The promised time is taken from the shop's dispatch or loading schedule Yes / No 1 pt
  14. Repair orders for waiting customers are flagged so dispatch gives them priority Yes / No 1 pt
  15. The customer leaves with a copy of the repair order Yes / No 1 pt
  16. Keys are tagged with the repair order number and stored on the key board or in the key machine Yes / No 1 pt
  17. Loaner agreements have a copy of the customer's driver's license attached Yes / No 1 pt
  18. Loaner agreements have proof of the customer's insurance attached Yes / No 1 pt
  19. Shuttle requests are entered in the shuttle log with the drop-off address and a return phone number Yes / No 1 pt
  20. Minutes from greeting to signed repair order for the customer observed Number
  21. Quality of the concern lines on 5 open repair orders sampled Rating
    • Every line states the symptom and when it occurs 5 pts
    • Symptoms stated, conditions often missing 3 pts
    • Lines read as part names or "check and advise" 1 pt

4. Estimates 16 items

  1. A written estimate with parts, labor, fees and taxes is given before any customer-pay repair starts Yes / No 1 pt
  2. Repair orders with a completed multi-point inspection, out of 5 sampled Number
  3. Multi-point inspection results are coded red, yellow or green Yes / No 1 pt
  4. Brake pad thickness and tread depth are recorded as measurements on the inspection, not as check marks Yes / No 1 pt
  5. Red items on the inspection are supported by a technician photo or video sent to the customer Yes / No 1 pt
  6. Labor times quoted come from the labor guide or the menu price list Yes / No 1 pt
  7. Parts availability is confirmed with the parts counter before a completion time is quoted for added work Yes / No 1 pt
  8. Added work is quoted as one total price including fees and taxes Yes / No 1 pt
  9. Recommendations are presented in order: safety items first, then maintenance that is due, then items to watch Yes / No 1 pt
  10. Approval for added work is recorded on the repair order with the time, the amount and how it was given Yes / No 1 pt
  11. None of the 5 closed repair orders sampled shows work billed above the estimate without a recorded approval Yes / No 1 pt
  12. Declined recommendations are printed on the customer's invoice Yes / No 1 pt
  13. A customer who declines a brake, tire or steering repair acknowledges it in writing Yes / No 1 pt
  14. The customer receives the estimate for added work within the time set by dealership policy after the technician's inspection Yes / No 1 pt
  15. Replaced parts are offered back to the customer as required by local regulation Yes / No 1 pt
  16. Presentation of the estimate observed Rating
    • Clear price, priorities explained, evidence shown 5 pts
    • Price given with little explanation 3 pts
    • Work started before the price was agreed 1 pt

5. Status updates 17 items

  1. Every customer who left a vehicle for the day is contacted at least once before the promised time Yes / No 1 pt
  2. Updates are sent by the contact method recorded on the repair order Yes / No 1 pt
  3. Each contact attempt is logged on the repair order with its time Yes / No 1 pt
  4. When the promised time will be missed, the customer is told before that time, not after Yes / No 1 pt
  5. Advisors check the dispatch board at the times set by dealership policy Yes / No 1 pt
  6. Technicians flag a repair order on the dispatch board when work stops for an approval Yes / No 1 pt
  7. Repair orders waiting for parts show the expected arrival date of the part Yes / No 1 pt
  8. Customers whose vehicle will stay overnight are told before the service department closes Yes / No 1 pt
  9. Vehicles held more than one day get a customer update every business day Yes / No 1 pt
  10. Waiting customers are updated in person in the lounge at the interval set by dealership policy Yes / No 1 pt
  11. Voicemails and texts to advisors are answered within the time set by dealership policy Yes / No 1 pt
  12. The open repair orders of an advisor who is off today are assigned to a named colleague Yes / No 1 pt
  13. Vehicles sent out for sublet work (glass, upholstery, body) have a return time on the repair order Yes / No 1 pt
  14. The service manager reviews repair orders open more than 5 days each week Yes / No 1 pt
  15. Repair orders open more than 5 days at the time of the visit Number
  16. Vehicles staying overnight in the shop tonight Number
  17. Contact with customers on the 5 open repair orders sampled Rating
    • Every update logged and on time 5 pts
    • Updates made but not logged, or late 3 pts
    • Customers had to call in for news 1 pt

6. Delivery 22 items

  1. Each line of the invoice carries the technician's cause and correction notes Yes / No 1 pt
  2. The advisor compares the invoice with the approved estimate before telling the customer the vehicle is ready Yes / No 1 pt
  3. Safety repairs and repeat repairs have a road test or a second check recorded by the shop foreman Yes / No 1 pt
  4. The customer is told the total to pay when told the vehicle is ready Yes / No 1 pt
  5. The advisor explains the work done and the charges line by line at pickup Yes / No 1 pt
  6. The multi-point inspection and declined work are reviewed with the customer at pickup Yes / No 1 pt
  7. Warranty and recall work appears on the invoice at no charge Yes / No 1 pt
  8. The next service due, in mileage or date, is stated to the customer Yes / No 1 pt
  9. A reminder sticker or an in-dash reminder is set for the next service Yes / No 1 pt
  10. The customer is offered a booking for the next service before leaving Yes / No 1 pt
  11. The vehicle was washed when a wash was promised on the repair order Yes / No 1 pt
  12. Seat cover, floor mat and steering wheel cover are removed before the vehicle is returned Yes / No 1 pt
  13. A vehicle ready for delivery shows no grease marks on the steering wheel, door panel or fender Yes / No 1 pt
  14. The cashier matches the key tag number with the repair order before releasing the keys Yes / No 1 pt
  15. The vehicle is brought to the customer, or the customer is walked to it Yes / No 1 pt
  16. The customer is told to expect the manufacturer's service survey Yes / No 1 pt
  17. A follow-up call or text is made within 2 business days of pickup Yes / No 1 pt
  18. Repeat repairs are entered in a comeback log with the repair order number and the technician Yes / No 1 pt
  19. Repeat repairs entered in the comeback log in the last 30 days Number
  20. Name of the service manager Short text
  21. Overall service reception from lane to pickup Rating
    • Consistent at every step 5 pts
    • Uneven between advisors 3 pts
    • Steps regularly skipped 1 pt
  22. Corrective actions required in the service drive Comments

About this template

This checklist is part of the Bindy template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In Bindy you can add photos, assign corrective actions, require sign-off and compare results across sites.

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