Repair quote: what to write and how to get the customer to approve it

1. The fault first, then the price

The quote starts from the diagnosis: write the fault you found in plain words, for example cracked screen and touch not responding at the bottom. The customer should recognise their problem before reading a number.

If the diagnosis is not certain, say so: name the most likely fault and what happens if something else turns up. One honest sentence now beats an awkward phone call later.

2. What it must contain

• Customer and device (brand, model, serial number or IMEI) and the check-in receipt number.
• Each job or part on its own line with its price, and the final total.
• Whether prices include tax or not: for private customers it is usually best to show the total they will actually pay.
• Estimated turnaround, in working days.
• How long the quote is valid, because part prices change.
• What the diagnosis alone costs if the customer declines, if you charge for it.

3. Consistent prices: start from a price list

If every quote is written from scratch, prices drift from customer to customer and from day to day. Keep a price list with your most common jobs (screen replacement, battery, charging port, clean-up) and pick lines from it, adjusting only the unusual cases.

That way a quote takes a minute to write and two customers with the same problem get the same figure.

4. Getting approval without phone tag

Customers answer faster when the quote reaches their phone with a link to approve or refuse it. A short WhatsApp message with the amount, turnaround and link is worth more than three unanswered calls.

If the customer prefers a call, that is fine: still record the date, time and how they answered. Without a recorded answer, do not start paid work.

5. What to do when they do not answer or say no

• After two days send a polite reminder, one line is enough.
• If they refuse, record it and get the device ready to hand back as it came in, reassembled.
• If they want to think about it, write down how long you will keep the device and the date it counts as ready for collection.
• If the real cost goes above the approved amount, stop and send a new quote: no surprises when it is time to pay.

Keep everything in one place

A quote is only worth something if you can find it again: linked to the device ticket, with date, amount and the customer's answer. Repair shop software such as Fixverso does this for you: you pick lines from the price list, send the link and see straight away whether it was approved or refused. If you work with paper and phone, the principle is the same: one quote, one written answer, one ticket.