How do I check a garage’s service advisor notes for upselling habits?

Ask for a random sample, not a handpicked folder. Choose a spread of dates and advisors, and read the notes beside the final invoice. For each job, ask: what did the customer come in for, what was added, and does the note give a reason a customer could understand, such as a measurement or an inspection finding?

Next, look for patterns. Compare advisors on how often they add work, how much is declined, and how often customers return soon after for the same problem. A high decline rate is not automatically bad, since it may mean the advisor is honest about options. What matters is whether the notes show a clear, fair explanation.

Then check how customers react. Read reviews and complaint files, ask how disputes were settled and whether any refunds were given. Compare the shop’s habits against the pay plan: if advisors are paid mainly on sales, find out how that affects behaviour. Finally, think about your own approach after closing. Decide whether the current habits fit the reputation you want, and what you would change. Your accountant can help you read the margin by advisor, and your lawyer can advise on any open disputes.

Key takeaways

• Sample work orders across dates and advisors rather than accepting a handpicked set.
• Compare added and declined work by advisor and check the notes give reasons.
• Ask how advisors are paid and how customer disputes were settled.