Guides for Canadian shops · Growing sales
How to write repair estimates customers say yes to
Customers rarely say no because of the price alone. They say no when they don’t understand what is wrong, can’t tell what is urgent, or feel pushed to decide on everything at once. Here is how to write estimates that are easy to say yes to.
- Start with the problem the customer came in with, in their words.
- Split the work into separate repairs, sorted by how urgent they are.
- Show a photo or reading for every repair you recommend.
- Let customers approve some repairs now and leave the rest for later.
On this page
1Start with what they came in for
The first line of the estimate should answer the question in the customer’s head: what is causing the noise, the light or the leak they told you about.
Write it the way they said it (“grinding when braking”), then give the fix. Everything else you found comes after.
2Split the work into separate repairs
One long list with one total is hard to agree to. Group the lines into repairs, each with its own name and price, and put them in order:
- Now: safety items and anything causing the problem they came in for
- Soon: wear items that will need doing in the next few months
- Good to know: things to watch, with no price yet
Name repairs in plain words: “Front brake pads and rotors”, not a part number. Keep the labour for each repair above its parts so the price is easy to follow.
3Show them, don’t just tell them
A photo of a cracked belt or a pad worn to the metal does more than any explanation. For every repair you recommend, add one clear photo or a reading (pad thickness, battery test, tire tread).
One photo per item, taken close enough to see the problem, with good light. Point at the problem with a finger or a pen if it isn’t obvious.
4Send it fast, and make it easy to answer
Send the estimate as soon as the diagnosis is done, by text if you can, so the customer can read it and look at the photos wherever they are.
Hi Sam, your Civic is on the hoist. The grinding is the front brakes: pads are worn through and the rotors are scored. Photos and prices are in the estimate below. We also found a couple of smaller things you can leave for later. Approve what you’d like done and we’ll get started today.
No answer within the hour? A short call closes more work than a second text.
5Accept a partial yes
A customer who approves the brakes but not the struts is not a lost sale. Let them approve repairs one by one, do what they said yes to, and write down what they left for later.
Then follow up. Our guide on following up on declined repairs covers when and what to say.
6How this works in Moibay
Each repair on a Moibay work order is its own card, with labour above its parts. Mark inspection items Good, Soon or Now with a photo, then text or email the estimate. The customer sees the photos and approves or declines each repair from their phone. Declined work is saved on the vehicle and shows up on its next visit. Try it with sample data in the demo shop.
Questions shops ask
Should I show parts and labour separately?
Yes. Customers trust a price more when they can see what it is made of. Keep the names plain and group the lines under each repair.
How fast should an estimate go out?
As soon as the diagnosis is done, ideally while the car is still on the hoist. Every hour of waiting is an hour for the customer to get a second opinion.
Is it better to call or text the estimate?
Text gives them the details and photos to look at, and a call answers their questions. Many shops text first, then call if there is no answer within the hour.
What if the customer says no to everything?
Thank them, write down what they declined and why, and follow up later. Most declined work is “not today”, not “never”.
Are there rules about estimates where I am?
Some provinces have rules on written estimates and how far a bill can go over one. Check your province’s consumer protection office so your process matches.