Work Order Best Practices: What Every Tech Should Know

Why Work Orders Matter

A work order isn't just paperwork—it's the backbone of your operation. It tells technicians what to do, documents what was done, and protects your shop legally.

Bad work orders lead to:

• Missed repairs (customer comes back angry)
• Billing disputes (who's right without documentation?)
• Warranty claim denials (no proof of what was done)
• Wasted time (tech has to ask questions that should be answered)

Good work orders lead to:

• Efficient workflow
• Clear communication
• Legal protection
• Happy customers

Essential Work Order Components

1. Customer Information

Always include:

• Full name
• Phone number (primary and backup)
• Email address
• Preferred contact method
• Address (optional but useful)

Why it matters: When you find additional issues, you need to reach the customer fast. Don't waste time hunting for their number.

2. Vehicle Information

Non-negotiable items:

• Year, Make, Model
• VIN (all 17 characters)
• License plate
• Mileage IN and mileage OUT
• Color (helps identify in parking lot)

Pro tip: The VIN eliminates all confusion about the vehicle. "2019 Honda Civic" could have a 1.5T or 2.0L engine—the VIN tells you which.

3. Customer Concern/Complaint

Document in their words:

• What's the issue?
• When does it happen?
• How long has it been happening?
• Any recent service elsewhere?

Example: "Customer states: Squealing noise from front when braking. Started 2 weeks ago. Gets louder when braking hard. No recent brake service."

Why it matters: If the customer later claims they told you something different, you have documentation.

4. Diagnosis Notes

The tech should document:

• What was inspected
• What was found
• Measurements (brake thickness, tire tread, etc.)
• Test results

Example: "Inspected front brakes. Driver side outer pad at 1mm. Passenger side outer pad at 2mm. Rotors have light scoring, within spec. Recommend brake pad replacement, rotors can be resurfaced."

5. Authorized Work

Clearly list:

• Exactly what was approved
• Who approved it (customer name)
• How they approved it (in person, phone, text)
• Date/time of approval

Never perform unauthorized work. This is how you end up with payment disputes.

6. Parts Used

For every part, record:

• Part description
• Part number
• Quantity
• Source (dealer, aftermarket, customer-supplied)
• New or remanufactured

Why it matters: Warranty claims require part numbers. Customer disputes require proof.

7. Labor Performed

Document:

• What was done (specific operation)
• Who did it (technician name/ID)
• Time spent (actual vs. book time)
• Any complications

Example: "Replace front brake pads and resurface rotors. Tech: Mike. Book time: 1.2 hrs. Actual: 1.4 hrs (corroded slide pins required additional work)."

8. Quality Check

Before returning the vehicle:

• Work verified by second person (if possible)
• Test drive (if applicable)
• Final inspection sign-off

9. Completion Notes

Final documentation:

• Any items deferred for later
• Recommendations for future service
• Notes for next visit

Common Work Order Mistakes

Mistake #1: Incomplete Vehicle Info

Problem: "2019 Camry" goes on the work order. But which engine? Which trim?

Fix: Always get the VIN. Period.

Mistake #2: Vague Customer Concerns

Bad: "Noise"

Good: "Customer states: Grinding noise from rear when backing up. Started after last oil change. Happens every time."

Mistake #3: No Diagnosis Documentation

Problem: Tech fixed the issue but didn't write what they found. Customer calls back asking what was wrong—no one knows.

Fix: Require diagnosis notes before any work begins.

Mistake #4: Missing Approval

Problem: Additional work was needed, tech did it, customer refuses to pay.

Fix: Document every approval with customer name, method, and timestamp.

Mistake #5: Parts Not Recorded

Problem: Warranty claim denied because there's no record of what part was installed.

Fix: Part number goes on the work order. Every time.

Mistake #6: Illegible Handwriting

Problem: No one can read the work order—including the tech who wrote it.

Fix: Go digital, or enforce legibility standards.

Digital vs. Paper Work Orders

The verdict: Digital work orders save time, reduce errors, and create a searchable history of every job.

Work Order Workflow

The Ideal Process

1. Check-in: Create work order, document customer concern, verify vehicle info
2. Diagnosis: Tech inspects, documents findings on work order
3. Estimate: Create estimate based on findings
4. Approval: Customer approves, document on work order
5. Parts: Order/pull parts, document on work order
6. Repair: Tech performs work, documents on work order
7. QC: Verify work completed correctly
8. Close: Finalize work order, convert to invoice
9. Delivery: Return vehicle, collect payment

Key Handoffs

• Service writer → Tech (diagnosis)
• Tech → Service writer (findings)
• Service writer → Customer (estimate)
• Customer → Service writer (approval)
• Service writer → Tech (proceed)
• Tech → Service writer (completion)
• Service writer → Customer (delivery)

At each handoff, the work order should be updated.

Work Orders for Warranty Protection

If a customer comes back with a warranty claim, can you prove:

1. ✅ What parts were installed (part numbers)
2. ✅ Who installed them (tech name)
3. ✅ When the work was done (date, mileage)
4. ✅ What the original complaint was
5. ✅ That the customer approved the work

Without this documentation, you're exposed.

Training Your Team

For Service Writers

• Complete every field, every time
• Document customer words exactly
• Get clear approval before authorizing work
• Verify work order accuracy before delivery

For Technicians

• Read the entire work order before starting
• Document all findings
• Record actual time and any complications
• Note any deferred recommendations
• Sign/initial completed work

For Shop Owners

• Audit work orders regularly
• Provide feedback on incomplete documentation
• Reward thorough documentation
• Lead by example

Key Takeaways

1. Complete vehicle info prevents ordering wrong parts - VIN is mandatory
2. Document customer concerns verbatim - It's your legal protection
3. Record every authorization - No free work
4. Part numbers on every part - Required for warranty
5. Digital work orders save time and reduce errors - The ROI is real
6. Train your team and audit regularly - Consistency matters

Streamline Your Work Orders

GearMike's digital work order system includes VIN decoding, customer history lookup, parts tracking, and one-click conversion to invoice. Every work order is searchable and stored forever.

Start organizing your shop for free.