Start with one job reference
A busy counter is an easy place to lose a small detail. Give each repair one ticket reference before the device moves to the bench, and use that reference on its label and in every later note. A customer name alone is not enough when the same person leaves two devices.
Read the contact details back to the customer. Ask how they want to receive updates and record that preference. A clear number and an agreed contact method are more useful than guessing which message they will see.
- Create one ticket for this repair.
- Confirm the customer's name and contact details.
- Record the preferred way to share updates.
Record exactly what arrived
Identify the model and any identifier your shop normally uses. Describe the visible condition without assuming the cause of damage. Write “cracked lower-left corner” rather than deciding how the crack happened. Record accessories separately so pickup staff know what belongs with the job.
Keep the physical device and the ticket connected. Apply a label where it will remain readable and will not damage the device. Use the same reference for a case, charger or other item accepted with it.
- Confirm device type, model and identifying details.
- Note visible damage and missing components.
- List any accessories left with the device.
- Label the device and accepted accessories.
Separate the symptom from the diagnosis
Write the customer's description before adding your own assessment. Ask when the issue started, whether it is constant and what they have already tried. If you can reproduce it safely at the counter, record what you observed. If you cannot, say so; “not reproduced at intake” is clearer than a confident guess.
Avoid collecting information that the job does not require. Use your shop's approved process for device access and customer data. Do not place passwords or unrelated personal information in a general ticket note.
- Capture the customer's main concern in plain language.
- Distinguish reported symptoms from observed symptoms.
- Record any checks already completed at intake.
Agree on the next action
Explain whether the next step is a diagnosis, a quote or an already agreed repair. Record the agreed scope, any estimate or deposit, and how further work will be authorised under your shop's process. Treat a requested completion date separately from a confirmed commitment.
Before the customer leaves, summarise what you accepted and when they should expect the next update. Give them their ticket reference so another staff member can find the same job without starting the conversation again.
- Record the agreed next step and any approval needed.
- Record any quote, deposit or existing payment clearly.
- Set an owner for the next customer update.
- Give the customer the ticket reference.
Make the first handoff explicit
Move the device to a named location and assign the next action to a person. A note saying “on bench” is less useful than a ticket that identifies who will inspect it and where it is stored. At the end of the shift, review new tickets that still have no owner or next action.
- Record where the device is waiting.
- Assign the next action to a team member.
- Check that the ticket and device references match.
Original practical guidance from Repairnox. Adapt it to your devices, team and shop policies; this is not a certification or compliance standard.