September_2021 - 30

Documenting your
diagnostic and repair processes
Properly documenting your steps will help you tell a better story, cover your bases,
and ultimately uncover the value you deliver to your customers.
By Scott Brown, Technical Editor
I
don't
think anyone ever
wants to end up in court, but
this is where I found myself a
few decades ago when I had to
explain to a judge about a repair
that went sideways in our shop.
The key takeaway for me was
simple and that was the judge
was looking for documentation
that told the story of what transpired
during the vehicle's repair
visit. I soon realized how important
it is to document the entire
flow of the vehicle as it enters
the shop and as it exits the shop
and everything that happened
in between. From that moment
forward it has been our policy
to ensure that the repair order
contains documentation that
establishes the facts so that
it can stand on its own and
tell an accurate story about
what transpired during each
vehicle visit.
" JUST TO CHECK IT? "
We hear this statement all too frequently
and I believe that it's primarily driven by
the fact that the consumer simply doesn't
understand how complex their automobile
is nor the appreciation for the skills
and expertise needed to properly address
vehicle anomalies. This is where documentation
can help to establish value
by properly articulating what was done
to the vehicle so that the consumer has
a better idea of what they're paying for.
Diagnostic services consume a lot of our
available production time but is necessary
to achieve a proper pathway leading
to an effective repair. Without this crucial
step, one is unable to accurately prescribe
the proper repairs and services to reach a
positive outcome. I strongly believe that
if the customer can clearly see the effort
that went into analyzing their vehicle
anomalies along with the verification steps
that ultimately lead to a diagnosis, they
would feel much better about paying for
that service.
30 PTEN SEPTEMBER 2021 www.VehicleServicePros.com
p Figure 1 - Documenting diagnostic repair
Additionally, if you can include additional
visual assets such as screenshots
from your diagnostic equipment, photos
of good vs. bad parts, videos, and other
digital assets, this will no doubt reinforce
your diagnostic and inspection
services and will secure consumer trust.
At the same time, it will elevate your
brand credibility.
CASE STUDY
A customer that was referred to us brought
in his very clean '67 Chevelle with a

http://www.VehicleServicePros.com

September_2021

Table of Contents for the Digital Edition of September_2021

Editor's Note
New Products
Diagnostic Tech
Tool Briefing
Tool Reviews
Category Spotlight
Big-Time Boxes
September_2021 - 1
September_2021 - 2
September_2021 - 3
September_2021 - 4
September_2021 - 5
September_2021 - 6
September_2021 - 7
September_2021 - Editor's Note
September_2021 - 9
September_2021 - New Products
September_2021 - RSC1
September_2021 - RSC2
September_2021 - 11
September_2021 - 12
September_2021 - 13
September_2021 - 14
September_2021 - 15
September_2021 - 16
September_2021 - 17
September_2021 - 18
September_2021 - 19
September_2021 - 20
September_2021 - 21
September_2021 - 22
September_2021 - 23
September_2021 - 24
September_2021 - 25
September_2021 - 26
September_2021 - 27
September_2021 - 28
September_2021 - 29
September_2021 - Diagnostic Tech
September_2021 - 31
September_2021 - 32
September_2021 - 33
September_2021 - Tool Briefing
September_2021 - 35
September_2021 - 36
September_2021 - 37
September_2021 - 38
September_2021 - 39
September_2021 - Tool Reviews
September_2021 - 41
September_2021 - 42
September_2021 - 43
September_2021 - Category Spotlight
September_2021 - 45
September_2021 - 46
September_2021 - 47
September_2021 - 48
September_2021 - 49
September_2021 - Big-Time Boxes
September_2021 - 51
September_2021 - 52
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https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/december-2022
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/october-2022
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/september-2022
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/august-2022
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/july-2022
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/june_2022
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/2022scantoolspecguide
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https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/april_2022
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/march-2022
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https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/december-2021
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/october_2021
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/september_2021
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/pten_0821
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/pten_0721
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/scantoolspecguide2021
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/pten_0621
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/lift_guide_2021
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/may_2021
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/professional_tool_and_equipment_news_april_2021
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/pten_0321
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_February_2021
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_December_2020
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_October_2020
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_September_2020
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_August_2020
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_July_2020
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_and_Equipment_News_June_2020
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_May_2020
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_April_2020
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_March_2020
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_February_2020
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_December_2019
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_Octoberr_2019
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_September_2019
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_August_2019
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_July_2019
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_June_2019
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_May_2019
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/Professional_Tool_And_Equipment_News_April_2019
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/PTEN_0319
https://www.nxtbook.com/endeavor/professionaltoolandequipmentnews/PTEN_0219
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