A customer says, “Go ahead and fix it.” Your team orders parts, schedules the repair, and completes the work. Then comes the surprise: the customer disputes the charge, says they never approved the price, or never returns to pick up the vehicle.
On this episode of The Weekly Blitz, Coach Chris Cotton explains why clear repair authorizations, upfront pricing, and a consistent deposit process are essential to protecting your shop and building customer trust.
That starts with everyday services. Does your customer understand what a 30K, 60K, or 90K service includes? Do they know what diagnostic testing costs, what it covers, and whether repairs are additional?
Chris also walks through his minimum 50% deposit policy: explain and send the estimate, obtain the customer’s authorization, send the deposit payment link, verify payment, and then order parts and confirm the repair schedule.
Addressing these details upfront helps identify payment concerns before the shop commits parts, labor, and schedule space.
IN THIS EPISODE
• Why sending an estimate is different from obtaining authorization.
• How to explain maintenance packages and diagnostic testing charges.
• What records help document an authorized, completed repair.
• Why a signed estimate or paid deposit does not guarantee protection from chargebacks.
• How the minimum 50% deposit process works.
• Why payment expectations belong in the conversation before parts are ordered.
• How to handle deposit objections respectfully and consistently.
• Why customers need clear cancellation, refund, and scheduling terms.
• How to train service advisors and audit whether the process is being followed.
THE DEPOSIT PROCESS
Explain the recommended work, scope, and total price.
Send the estimate to the customer.
Obtain authorization for the specific work and price.
Send a payment link for at least 50% of the approved total.
Verify the deposit payment.
Order parts and confirm scheduling based on availability.
Apply the deposit to the final invoice and clearly show the remaining balance.
The 50% minimum discussed is Chris’s shop policy, not a universal legal requirement. Authorization requirements vary by state. Deposit terms must fit applicable law and payment processor requirements.
THIS WEEK’S CHALLENGE
Review ten recent repair orders, including a maintenance service, a diagnostic visit, and a larger repair.
Can you easily find the approved scope, price, authorization, additional approvals, deposit record, and final balance? Identify the biggest gap, coach your team, and correct it this week.
EPISODE SPONSOR: SHOP MARKETING PROS
Your customer experience starts before someone calls your shop. Shop Marketing Pros helps auto repair businesses tell their story and connect with customers.
Learn more at ShopMarketingPros.com/chris, and tell them Coach Chris Cotton and The Weekly Blitz sent you.
OUR ADP PARTNERSHIP
Your payroll process deserves the same consistency as your customer authorization process. Interested in learning more about our ADP partnership and whether ADP could be a fit for your shop? Contact Coach Chris through AutoFix Auto Shop Coaching.
The Weekly Blitz is brought to you by our friends over at Shop Marketing Pros. If you want to take your shop to the next level, you need great marketing. Shop Marketing Pros does top-tier marketing for top-tier shops.
Click here to learn more about Top Tier Marketing by Shop Marketing Pros and schedule a demo: https://shopmarketingpros.com/chris/
Check out their podcast here: https://autorepairmarketing.captivate.fm/
If you would like to join their private Facebook Group, go here: https://www.facebook.com/groups/autorepairmarketingmastermind
Connect with Chris:
AutoFix-Auto Shop Coaching
www.autoshopcoaching.com
940-400-1008
Facebook: https://www.facebook.com/AutoFixAutoShopCoaching
YouTube: https://bit.ly/3ClX0ae
Email Chris: [email protected]
The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/
Download and Listen on Our Mobile App: https://automotiverepairpodcastnetwork.com/app/
Remarkable Results Radio Podcast with Carm Capriotto: https://remarkableresults.biz/
Automotive Field Theory with Matt Fanslow: https://mattfanslow.captivate.fm/
Business by the Numbers with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast with Brian and Kim Walker: https://autorepairmarketing.captivate.fm/
