10 common vehicle check-in mistakes, and how to fix them
Most aftersales disputes do not start with a technical error. They start with a weak check-in: a missing photo, a vague note, something the customer was never told. Small gaps that turn into real problems at handover.
Here are the ten mistakes we see most often at the service desk, each with a practical fix.
1. Recording condition after moving the car
The mistake. The customer leaves the keys, someone parks the car in the holding area, and the walkaround happens later when somebody has a minute.
Why it matters. The drive to the holding area is already part of the time the car is in your care. Anything that happens on the way cannot be separated from what was there before.
The fix. No movement before the walkaround. For key drops, whoever picks up the keys first does the walkaround before moving the car.
2. Photographing only the damage
The mistake. You photograph the obvious scratch on the door and nothing else.
Why it matters. A side with no photo proves nothing. If the customer complains about a different panel, you cannot show it was clean, or already marked.
The fix. Photograph every side, damaged or not, using a fixed 10-angle routine.
3. A different order every time
The mistake. Each advisor walks round their own way, in a different order each time.
Why it matters. Sooner or later a side gets missed, and records are hard to read when a complaint comes in.
The fix. One fixed order for everyone, pinned up at the desk or built into your tool.
4. Forgetting wheels, sills and the windscreen
The mistake. The walkaround is done standing up, at eye level.
Why it matters. Kerbed alloys, windscreen chips and sill damage are among the most disputed items.
The fix. Crouch for the wheels, look at the windscreen square on, check sills on lowered cars.
5. Keeping photos on a personal phone
The mistake. The advisor uses their own phone and the photos stay there.
Why it matters. The photos cannot be found when that person is off, they are mixed with private pictures, and keeping them raises data protection questions.
The fix. A workshop device or app that files photos against the job automatically. See also vehicle photos, data protection and retention.
6. Signing before the walkaround
The mistake. The customer signs the job card at the desk, then the walkaround happens, or doesn't.
Why it matters. The customer has signed off a condition they never saw, which takes much of the value out of the signature.
The fix. Walkaround first, signature second. More in electronic signatures at vehicle check-in.
7. Not showing the customer the damage
The mistake. The advisor spots and notes the damage but never mentions it.
Why it matters. The customer will notice it later and connect it with their visit to you.
The fix. Show the customer each mark as you photograph it. That is the core of active reception.
8. Ignoring the conditions
The mistake. The walkaround is done in the dark, in the rain or on a filthy car, and nobody writes that down.
Why it matters. Marks can be invisible in those conditions. If one appears after a wash, you are on the back foot.
The fix. Always note "dirty", "wet" or "checked in the dark" on the record, and use a torch or extra photos.
9. Skipping mileage and warning lights
The mistake. The record covers bodywork only.
Why it matters. A warning light that was already on, or mileage queried after a road test, can cause just as much disagreement.
The fix. A photo of the dashboard, ignition on, in every job.
10. Not sharing the record with the customer
The mistake. The record exists, but only the workshop can see it.
Why it matters. The customer sees the photos for the first time during a dispute, and may reasonably wonder why.
The fix. Send the record to the customer at check-in, by email or text, or hand them a copy.
Making the fixes stick
Fixing these mistakes once is not enough. Old habits come back as soon as the desk gets busy, especially when someone new joins or regular staff are on holiday. Three simple practices keep things on track:
- A weekly spot check. Each week, open a few check-in records at random and go through them against the checklist below. The point is not to catch anyone out, but to see which shots are missed most often and why.
- A short team catch-up. Share good records and any complaints that were settled thanks to a photo. Nothing motivates a team more than seeing the routine pay off in front of a customer.
- A check-in champion, who trains new starters and cover staff, and raises practical problems such as poor lighting, weak signal or check-in slots that are too tight.
It also helps to look at your own complaint history. If most disputes involve wheels, or arrive after out-of-hours collections, that tells you exactly where to focus first.
Summary checklist
- Walkaround before the car is moved
- Every side photographed, not just damage
- One fixed order, shared by the team
- Wheels, sills and windscreen checked
- Photos kept off personal phones
- Walkaround before signature
- Damage shown to the customer
- Conditions noted (dark, wet, dirty)
- Dashboard photographed (mileage, warning lights)
- Record shared with the customer
Fixing these ten mistakes does not take a revolution, just consistency. For the full picture, read how to protect your workshop from bodywork disputes, or see how a guided check-in works.
