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One of the most valuable management tools within MLS 2026 is the Service Needs system. By maintaining a history of recommendations, and keeping incomplete services active for future review, your shop can provide more consistent vehicle care while also increasing long-term customer retention and revenue.
The purpose of this feature is not aggressive selling. Instead, it is designed to help your clients properly maintain their vehicles and avoid larger, more expensive repairs later.
For this discussion, the following examples assume an automotive repair environment, although the concepts apply equally well to any serviced equipment.
Before reviewing previous recommendations, always begin by asking the client about any concerns regarding the vehicle.
Even if the client arrives requesting only a routine maintenance service, there may be:
•Unusual noises
•Warning lights
•Handling concerns
•Fluid leaks
•Vibration issues
•Intermittent problems
that require attention.
A careful conversation often reveals concerns that otherwise would not be discovered until much later.
Avoid making quick assumptions.
The customer may not describe symptoms using technical language, but their observations are often extremely valuable in identifying the actual problem.
Good service advisors:
•Listen first
•Ask follow-up questions
•Clarify symptoms carefully
•Document concerns accurately
Whenever practical, a short test drive with the client present is highly recommended.
Although this requires a few extra minutes, it can:
•Clarify vague symptoms
•Prevent misunderstandings
•Improve diagnostic accuracy
•Increase customer confidence
Sometimes discovering a simple adjustment early may prevent a very costly repair later. Customers remember businesses that help them avoid expensive failures.
After discussing the client's current concerns, the next step is reviewing previous recommendations.
This is accomplished by pressing the Needs button on the Workorder Development screen.
The system will display:
•Pending recommendations
•Previous service observations
•Unresolved concerns
from earlier visits.
(Images of the Needs screen will be inserted in the final formatted manual.)
The lower section of the screen displays the list of active recommendations.
As you browse and highlight recommendations:
•The complete recommendation text appears in the upper section.
This makes it easy to review detailed notes before discussing them with the client.
Recommendations remain active until:
•The service is completed
•The recommendation is manually removed
This ensures important service items are not forgotten over time.
You should always review previous recommendations with the client.
In many cases:
•The work may already have been completed elsewhere
•The customer may now wish to authorize the repair
•The condition may have worsened
•The recommendation may no longer apply
A brief discussion helps keep vehicle records accurate and demonstrates that your shop carefully tracks the condition of the vehicle over time.
The Needs screen contains controls that allow you to manage recommendations quickly.
These include:
If the service has already been completed, or is no longer necessary:
•Highlight the recommendation
•Press Delete
This removes the item from the active recommendations list.
If the client authorizes the recommended service:
•Highlight the recommendation
•Move it directly into the Labor section of the current workorder
This greatly speeds estimate preparation and helps ensure service descriptions remain consistent.
Every recommendation represents:
•Previous inspection work
•Technician observations
•Shop experience with the vehicle
•Preventative maintenance opportunities
Over time, the recommendation system helps create:
•Better client relationships
•More complete vehicle histories
•Improved preventative maintenance tracking
•Increased customer trust
Clients appreciate shops that remember the condition of their vehicles and help them plan future services intelligently.
Although these examples focus on vehicle service, the same concepts apply to:
•Equipment repair
•Marine service
•Motorcycle service
•RV service
•Fleet maintenance
•Industrial equipment
Any business that maintains long-term service histories can benefit from tracking unresolved recommendations and future service needs.