Start with the customer and car
Record the customer’s name, a contact method they have provided, and the vehicle year, make and model. Check whether that customer or car already has a record before creating another. A returning customer may have more than one vehicle.
Keep the original request with the record. A short note such as “asking about full-front PPF, wants to discuss preparation” gives the next person more context than “PPF lead”.
Save the request before confirming the scope
For wraps, capture the requested colour, finish and full or partial coverage. For PPF, note the requested panels and any existing protection. For tint, record the windows and existing film. For detailing or coating, keep the requested result and condition photos. For performance work, record the customer’s goals and existing modifications.
These are intake notes, not an approved quote. Your team still needs to assess the vehicle, confirm suitable work and agree the scope and price. Keep open questions visible instead of filling gaps with guesses.
Keep photos beside the conversation
Attach useful vehicle and reference photos to the vehicle record. Note what each image is showing when it will not be obvious later. A close-up of existing film needs different context from a finish reference supplied by the customer.
Use the photos to support the conversation. They do not replace an inspection, and a reference image is not a promise of an identical result.
Choose one clear next action
Record whether the next step is a reply, a consultation, more photos or a confirmed appointment. Give it an owner and a realistic time to revisit. An enquiry and a booking are different states.
Before confirming a visit, make sure the customer and team agree on the timing and purpose. Keep any preparation instructions with that conversation so staff can see what was actually communicated.
Prepare the follow-up with permission
After the visit, save the relevant notes and prepare the next message for staff review. Use the customer’s recorded contact permission and the shop’s confirmed policies. Do not treat having a phone number as permission for every type of message.
A useful check-in refers to the agreed work and gives the customer a clear way to respond. Avoid inventing warranty terms, inspection dates or service intervals. Use what the shop has actually confirmed.
Try the checklist in Mdnr
Open the sample shop and follow a customer from conversation to vehicle record, booking and follow-up. Sample actions do not send messages to sample customers. Live phone and text tests have separate verification, consent and availability controls.
Mdnr is the portal for this customer workflow. You can keep your existing website; a branded website is optional.
Your quick checklist
- Customer name and supplied contact method
- Existing customer and vehicle checked
- Vehicle year, make and model
- Requested service and scope questions
- Vehicle or reference photos with context
- Agreed next action and responsible team member
- Confirmed booking details, when agreed
- Contact permission and follow-up notes