The Perfect Repair Shop Intake Process (Step by Step)

The intake process is where most repair shops either win or lose the customer. Get it right, and you've set expectations, captured all the details, and started the job on the right foot. Get it wrong, and you're calling the customer back for information you should have gotten up front.

Here's how to build an intake process that works every time.

Why Intake Matters More Than You Think

A sloppy intake process causes problems downstream:

• Missing contact info — you can't reach the customer when the repair is done
• Vague problem descriptions — "it's broken" doesn't help your tech diagnose anything
• No documented condition — customer claims you caused a scratch that was already there
• Wrong expectations — customer thinks it'll be done today, you're backed up for a week

Every one of these creates conflict. And conflict costs you time, money, and reputation.

The Essential Intake Checklist

1. Customer Information

Capture these every time, even for repeat customers (verify what you have):

• Full name
• Phone number (primary + backup)
• Email address
• How they heard about you (tracking this matters for marketing)

Pro tip: Ask for their preferred contact method. Some people never check email. Some hate phone calls. Meet them where they are.

2. Device Details

Be specific. "iPhone" isn't enough.

• Device type and model (iPhone 15 Pro Max, Dell Inspiron 15 3520)
• Serial number or IMEI (when relevant)
• Accessories included (charger, case, stylus)
• Passcode or password (if needed for diagnosis)

3. Condition Documentation

This protects you and the customer:

• Note any existing damage (scratches, dents, cracks)
• Check if the device powers on
• Document what's on screen when you receive it
• Take a photo if possible — takes 5 seconds, saves hours of argument

4. Problem Description

Get specific. Ask probing questions:

• "When did this start happening?"
• "Does it happen all the time or intermittently?"
• "Have you tried anything to fix it?"
• "Has anyone else worked on this device?"

Write down their exact words. "Screen goes black randomly after 10 minutes" is infinitely more useful than "screen problem."

5. Set Expectations

Before the customer walks out the door, they should know:

• Estimated timeline — "We'll have a diagnosis by tomorrow afternoon"
• Estimated cost range — "Screen replacements typically run $80–$150"
• Your process — "We'll call you with the diagnosis and get approval before doing any work"
• Your policies — warranty terms, payment methods accepted

Digital vs. Paper Intake

Paper forms work. They've worked for decades. But they have real problems:

• Handwriting — techs have notoriously bad handwriting
• Lost forms — paper gets buried, coffee-stained, or thrown away
• No searchability — try finding a customer from 6 months ago in a stack of forms
• No automation — you can't send status updates from a paper form

Digital intake solves all of these. When a customer's information is in a system, you can:

• Search by name, phone, or email in seconds
• See their full repair history
• Send automated status updates
• Pull up the job on any device
• Generate invoices from the same data

techsbox handles all of this — digital intake, job tracking, customer history, and status updates in one place.

The 60-Second Intake

Your intake process should take about 60 seconds for a walk-in. Here's the flow:

1. Greet the customer (5 seconds)
2. Look up or create their profile (10 seconds)
3. Document the device and condition (15 seconds)
4. Write down the problem in their words (15 seconds)
5. Set expectations on timeline and cost (15 seconds)
6. Hand them a receipt or confirmation (5 seconds — digital is instant)

If your intake is taking 5+ minutes, you're either collecting too much information or your system is too slow.

Common Intake Mistakes

Not getting a second contact method

Phone dies? Email bounces? Now you have a device sitting on your bench with no way to reach the owner.

Skipping the condition check

"You scratched my laptop!" No, that scratch was there when you brought it in. But without documentation, it's your word against theirs.

Promising a timeline you can't keep

Under-promise, over-deliver. Say "2–3 days" and finish in 1. Never say "tomorrow" if there's any chance it won't be done.

Not recording how they found you

This is free marketing data. If 40% of your customers are coming from Google, invest in SEO. If it's all referrals, start a referral program. You can't optimize what you don't measure.

Build Your Intake Process Today

The best intake process is the one your team actually follows. Keep it simple, make it fast, and document everything digitally.

Ready to ditch the paper forms? techsbox gives every repair shop a digital intake system that works from day one — customer profiles, job tracking, and status updates included.