FREE: Customer Intake Script — 6 Questions That Protect Your Bench (PDF)

Every repair tech has a story about the job that went sideways — not because of a bad solder joint or a stripped screw, but because nobody asked the right questions before the phone hit the bench. A customer drops off a device, you fix the screen, and then they come back furious because now their Face ID doesn’t work — and they swear it worked fine before they handed it to you. Without a proper intake process, you have zero defense.

This free script gives you the exact six questions to ask every single customer before you accept any device. It’s word-for-word ready to use, it takes under three minutes to run through, and it closes the gaps that turn simple jobs into expensive disputes. Use it at a counter, over the phone, or in a DMs conversation — it works anywhere.

What You Get Inside

This is a complete, word-for-word customer intake script built specifically for phone and laptop repair technicians. Whether you’re working out of a shop, running a mobile repair service, or just starting to take jobs on the side, these six questions protect you legally, professionally, and financially. Print it, pin it to your bench, save it to your phone — and run through it every single time.

Why an Intake Script Changes Everything

Most beginners skip the intake process because it feels awkward or unnecessary. They want to look confident, not like they’re reading off a checklist. But here’s the truth: professional technicians use scripts precisely because they look and sound more confident when they do. A structured intake tells the customer that you’re thorough, that you protect their device, and that you run a real business — not a hobby operation. It also creates a paper trail that saves you when a customer misremembers what condition their device was in when they dropped it off.

The 6-Question Customer Intake Script

Run through these questions in order. The flow is intentional — it moves from identifying the device, to understanding the problem, to uncovering hidden issues, to setting expectations, to getting formal agreement. Don’t skip steps, even if the customer seems impatient.

1. Question 1: “Can I get your name, phone number, and the best way to reach you?”

   Write this down on a paper ticket or log it in your intake app before anything else. This is your baseline customer record. Every job needs a contact trail.

   What to record: Full name, callback number, and whether they prefer text or call. If it’s a business customer, grab a company name too.

   Follow-up if needed: “And is this the best number to reach you on, or do you have a second one just in case?”

2. Question 2: “What’s the make, model, and storage size of the device?”

   Don’t assume. An iPhone 13 and an iPhone 13 Pro use different screens. A Samsung Galaxy S21 and S21 Ultra have different digitizers. Getting this wrong means ordering the wrong part, eating the cost, and losing time.

   How to verify it yourself: Check Settings → General → About (iOS) or Settings → About Phone (Android). For laptops, flip it over and read the model number on the sticker.

   What to record: Make, model, color, storage capacity, and IMEI or serial number if you’re logging formally.

   Follow-up if needed: “Do you mind if I just double-check the model in the settings? It helps me make sure I order exactly the right part.”

3. Question 3: “What’s the main issue you’re bringing it in for today?”

   Let them describe the problem in their own words first — then ask your clarifying questions. Don’t lead them. You want their unfiltered description before you start diagnosing out loud.

   What to listen for: Is the problem hardware or software? Is it intermittent or constant? Did it start suddenly or gradually? Did it happen after a drop, a water exposure, or an update?

   Clarifying follow-ups to use as needed:

   • “When did you first notice this?”
   • “Did anything happen right before it started — a drop, getting wet, anything like that?”
   • “Has it been getting worse, or is it staying the same?”
   • “Have you tried any fixes yourself — restarting it, resetting it, anything like that?”

   What to record: The customer’s exact description, plus any context they gave about how or when it happened.

4. Question 4: “Are there any other issues with the device I should know about before I start?”

   This is the most important question on the list. This is where you uncover the pre-existing damage that a customer might forget to mention — or deliberately leave out — and that you’ll later get blamed for if you don’t document it upfront.

   What to look for while you ask: Inspect the device physically as you ask this. Look for cracks in corners or edges, previous screen repairs (you can often see glue residue or slightly lifted bezels), water damage indicators (check the SIM tray for a red or pink dot on iPhones), dents, bent frames, or missing screws.

   What to say if you find something: “I’m also noticing a crack in the bottom-left corner here — I’m going to note that on your ticket so we both know it was there when you brought it in. Does that sound good?”

   What to record: Every pre-existing issue, even minor ones. Take photos on your phone or a shop camera before you do anything else. These photos are your protection.

   Follow-up script line: “I always do a quick visual check and note any existing damage before I start — that way we’re both covered. I’ll take a couple of photos and add them to your ticket.”

5. Question 5: “Has this device been repaired before, by you or anyone else?”

   Previous repairs change everything. A screen that was replaced with a low-quality aftermarket part may not respond properly after your repair. A battery that was swapped without the right adhesive may have shifted. A device that was opened incorrectly may have stripped screws or torn flex cables waiting to cause problems the moment you touch them.

   What to listen for: Third-party repairs, DIY attempts, mail-in repair services, or warranty replacements. Each of these can leave behind complications.

   What to say: “I ask because previous repairs can sometimes affect how the device behaves after new work — things like screen calibration or battery readings. If anything’s been opened before, I want to flag it upfront so there are no surprises.”

   What to record: Whether the device has been previously repaired, by whom if known, and what was done.

   Important protection line: “If we do open it up and find signs of a previous repair that’s affecting our work, I’ll contact you before I go any further — I won’t just push ahead. Sound good?”

6. Question 6: “Do you have your data backed up, and are you okay with me powering it on and off during the repair process?”

   This is your liability release question. You are not responsible for data loss — but you need the customer to confirm they understand that before you start. Data loss is the number-one source of customer disputes in phone repair. It can happen even on a routine screen swap if the device has an undetected software issue or a failing flash chip.

   What to say: “Just so you know, any repair that involves opening the device carries a small risk of data loss — it’s rare, but it can happen. I always recommend customers back up before dropping off. Is your data backed up, or would you like a few minutes to do that now?”

   If they say no or they’re unsure: “No problem — it only takes a few minutes to back up to iCloud or Google Drive. I’d rather you take the time now than either of us deal with a problem later. Want me to walk you through it quickly?”

   What to record: Confirmation that the customer was informed of data loss risk and either confirmed backup or acknowledged the risk in writing.

   Permission to power on: Also confirm: “I’ll need to power the device on and off a few times during and after the repair to test it — is that okay?” This covers you if the customer later claims you drained their battery or accessed their device without permission.

Closing the Intake

Once you’ve run through all six questions, close with a short summary that sets expectations:

“Okay — here’s what I’ve got. I’m taking in your [device] for [main issue]. I’ve noted [any pre-existing damage]. Estimated turnaround is [X hours/days] and estimated cost is [range or firm quote]. I’ll contact you at [phone number] when it’s ready or if anything unexpected comes up. Any questions before I get started?”

Hand them a receipt or ticket with the job number. If you’re running this as a business, have them sign it. That signature — even just on a paper ticket — is worth more than any warranty disclaimer buried in your website footer.

How to Use This Script

• Print it and keep a copy at your intake counter or bench.
• Digitize it using Google Forms or a free CRM like RepairDesk Lite to log responses automatically.
• Use it on every job — no exceptions, not even for quick jobs or returning customers.
• Take photos of every device before you open it. Store them linked to the job ticket.
• Never start work until you’ve completed the intake. If a customer won’t answer the questions, that itself is a red flag.