What to ask customers at intake, and why

“Is everything on here backed up?”

Why it matters: most repairs leave data alone, but liquid damage, a failing drive or board work can wipe a device no matter how careful the tech is. If the customer finds out after the fact, it’s your fault in their eyes.

How to ask: keep it neutral and specific. “Is your phone backed up to iCloud or Google? If something goes wrong inside, a backup is the only way to get photos back.” Then record one of three answers: backed up, can’t be backed up (it won’t power on), or customer declined. “Declined” with an initial next to it is worth more than any disclaimer on a wall.

If the device still works and the customer hasn’t backed up, offer them a few minutes at the counter to start one. Some will take you up on it, and every one of them will remember it.

“How would you like to handle your passcode?”

Why it matters: you can’t fully test a phone you can’t unlock. Without testing, you can’t prove the camera, Face ID or earpiece worked before you opened it.

How to ask: give options instead of demanding the code. “To test everything after the repair, we need to get past the lock screen. You can give us the code, set a temporary one, or unlock it for us at pickup.” Customers who feel they have a choice are far less defensive.

Whichever they choose, keep passcodes off paper that gets filed in a drawer. If a code is shared, keep it on the ticket only as long as the job needs it.

“Do you know your Apple ID or Google password?”

Why it matters: if a device has to be restored, activation lock will stop it cold without the account owner. A finished repair that can’t be signed back into is a stuck ticket.

How to ask: “If we ever need to reset the phone, you’ll need your Apple ID password to get back in. Do you know it, or is it saved somewhere you can reach?” Never ask them to tell you the password. You only need to know that they have it. Also check whose account it is; work phones and kids’ phones are often tied to someone else’s login.

“What happened, and when did it start?”

Why it matters: the story cuts diagnostic time. A drop points one way, a spill another, an update a third. An intermittent fault needs a different approach than a dead one.

How to ask: open-ended first, specific second. “Tell me what happened,” then “Did it get wet at any point? Was it dropped?” People leave out the spill until you ask directly.

“Is anything else not working, even something small?”

Why it matters: a dead earpiece or a weak button found after the repair looks like something you caused. Found before, it’s a note on the ticket.

How to ask: “Before we open it, is there anything else that’s been acting up?” Then test what you can in front of them and mark the rest as not tested.

“Has anyone worked on it before?”

Why it matters: earlier repairs change the job. Replacement parts, missing screws, weak adhesive or a lifted connector can turn a simple swap into a long one, and they affect what your warranty can reasonably cover.

How to ask: without judgment. “Has it been opened before, by anyone? It just helps us know what to expect inside.”

“How much can we spend without calling you?”

Why it matters: jobs stall while the tech waits for approval, and customers get upset by surprise totals. An agreed limit fixes both.

How to ask: “If we find something else, what’s the most we can go up to before we call you first?” Write the number on the ticket and stick to it.

“When do you need it back, and how should we reach you?”

Why it matters: deadlines change priorities, and a ticket that can’t reach its customer just sits. Ask for the best way to reach them, and one backup way.

How to ask: “Is there a date you need it by? And is text or a call better?”

Close the loop before they leave

Read the key points back: the repair, the quote, the approval limit, the backup status and how they’ll get updates. Have them sign. Your repair ticket template and warranty policy give you the paper side of this conversation.

Where RepairAmigo fits

RepairAmigo is free repair shop software built inside a working shop with more than 50,000 tickets behind it, so the counter conversation shaped how it works. There are no ticket or user limits. It runs as one VirtualBox VM on your shop network, on a host with 16 GB RAM, and anyone at the counter or the bench can use it from any browser. Setup takes about an hour, and there’s a separate Spanish edition for shops that check in customers in Spanish. RepairAmigo is Made in Texas and coming soon.

RepairAmigo runs the counter at 254 Repair, a repair shop in Killeen, Texas.