McDonald's does it. Coffee shops do it. Car dealerships do it. Every industry with a customer standing in front of them uses upselling — because the margins on an upsell are almost always better than the original job.
In a repair shop, there's an even bigger reason to do it. And most bodyshop owners are leaving it on the table every single day.
The Two Advantages Nobody Talks About
Better Margins
Private work margins are typically higher than insurer work. No assessor, no rate disputes — just a fair price and a happy customer.
Protection From Disputes
"That scratch wasn't there before." We've all heard it. Documenting pre-existing damage with the client present eliminates that conversation entirely.
Word-of-Mouth Referrals
"My car looks so good, they did such a great job." A customer who leaves with a fully detailed car tells their friends. A happy customer is your best marketing.
"If you're not upselling private work at drop-off, you're leaving money on the table and leaving yourself open to disputes you didn't need."
The Process — Step by Step
This doesn't need to be complicated. Here's a simple approach that works — and your virtual estimator is part of it.
Walk Around the Car With the Client
Do this at the estimate appointment or at drop-off. Walk around the car together, explain what you're fixing as part of the claim, and point out any pre-existing damage as you go.
💡 Do this with the client present — not before, not after. Their awareness is the whole point.
Mark It on the Scope or Inspection Sheet
Note every piece of pre-existing damage on your scope of works or inspection sheet. Some repairers get the owner to sign the form confirming they agree with what's been marked. Either way, it's documented.
Ask If They'd Like It Fixed — While You're There
You're already doing the front bumper on a claim. The rear bumper corner has a scratch that needs a spot repair. Ask them: "Would you like us to fix that while we have the car? I can get you a price right now."
💡 Give them a ballpark on the spot — e.g. $300 for a spot blend — and write it on the scope. Try to get agreement before they leave. People change their minds when they've had time to think.
Photo the Scope and Send It to Your VE
If the client agrees, photograph the scope and send it through to your virtual estimator to write a proper private estimate. Upload the signed form into your estimating software for the file.
Your VE Notifies You on Slack
Once the estimate is done, your VE will notify you via Slack. Update your records, print a new job card if needed, and make sure the private job doesn't get missed in the workflow.
Your Virtual Estimator Makes This Seamless
The beauty of having a VE is that you don't need to step away from the client to write the estimate. You handle the conversation and the walk-around. They handle the numbers. By the time the client is ready to leave, you often have a price ready to confirm. That's a workflow most in-house operations can't match.
A Few Options — Use What Works For You
There's no single right way to structure the private quote. Some repairers prefer to give the client a grouped dollar value on the spot ("$300 to fix that corner"). Others prefer a formal estimate from the VE before confirming with the client. Either approach works — the key is having a consistent process your team follows every time.
If you want to discuss how to get your onsite staff doing this consistently — or how to build it into your BSR workflow — get in touch with the team.
Want to start capturing private work at every drop-off?
Ash and the BSR team can help you build a simple upsell process that works with your virtual estimator and your onsite staff. Get in touch to talk it through.
Contact Ash at BSR