Writing accurate, detailed repair orders isn't just paperwork—it's how shops get paid, protect themselves from chargebacks, and deliver exceptional customer service.

In this episode of The Wrench Turners Podcast, host Joshua Taylor is joined by Alec Ruffini, a Navy vet turned Fixed Ops leader, and Clemente Dominguez, a fast-rising shop foreman. Together, they break down why most service departments struggle with RO documentation and how to fix it, starting today.

Whether you're a technician frustrated by bad write-ups or a service advisor getting frustrated with poor "stories" from the shop floor, this episode shows you how to bridge the gap.

In this episode, we cover:

👉 Why a clear customer concern, cause, and correction (3C) matters

👉 How bad RO stories cause warranty claim denials and chargebacks

👉 Why do missing details like location, duplication steps, and verification notes ruin the work

👉 The technician's side of the story and how to fix the "I hate typing" problem

👉 Tools and processes to improve RO writing without slowing down the shop

👉 Real-world examples of bad and better ROs

👉 How to drive better communication between advisors and techs

👉 Voice-to-text workflows to streamline documentation

👉 What a 1% improvement in RO stories means to your bottom line

If you manage, write, or work on repair orders, this is your blueprint for better documentation, fewer comebacks, and higher approvals.

Subscribe for weekly episodes on:

Service advisor training

Technician productivity

Repair order accuracy

Dealership leadership and culture

Fixed Ops coaching and management

Listen to The Wrench Turners Podcast

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FixedOPS Marketing — Service marketing tools for dealerships

https://www.fixedopsmarketing.com

The Lion Partnership — Consulting for service department performance

https://www.lionpartnership.com

DCS - Digital Communication Solutions — Tools for service and BDC teams

https://www.dicoso.us

Chapters:

00:00 Why repair order writing matters

01:07 RO example: “Customer is here for the recall”

03:33 RO example: “Vehicle is making a whooping noise”

13:07 RO example: "Rough idle and no check engine light"

16:48 What’s missing from most repair orders

17:41 Enforcing better RO habits

23:49 Voice-to-text tips for faster, better documentation