How are you sharing diagnostics results with the client?
The nature of the space I work in these days causes me to look at vehicle analysis very differently.
I feel shops are becoming much more accustomed to communicating things digitally, but a lot of times this ends with basic inspections.
What about communicating the results (and proving the value) of a complex diagnosis to the client?
I have my own ideas about this already, but I'd be curious to hear how folks in this network are showcasing their results with the CLIENT. IMO, a little effort here can dramatically change the "grease monkey" stigma our industry is still stained with... and the service staff will have a much easier time turning analysis into revenue. The problem is, the effort here requires additional time from the technician. (I hear a lot of "That's the service advisors problem... not mine.") Is it?
It's a tight rope to try to walk. First of all, I/we just try to be open and honest. I guess, just try to be realistically transparent. Second, I/we really try not to dowse them with techno-jargon. Sometimes it comes to that, but it's usually driven by the client and generally avoided on our part. It may start out the SA's "problem", but it really is a shop-wide "problem" that is
I tend to mirror what Matt said, we obviously share our digital inspections and minimal test results that these offer. As for scope patterns and scan data, even detailed service info or tsb's, that is seldom presented at the sales counter. We have a solid reputation of trust and a high level of professionalism that our clients can see, so like Matt suggested, unless they ask for it, we won't
We use Autoflow DVI and I created a custom inspection specifically for diagnostics. Document all codes related to concern and any additional codes not related to the concern. Type them out or take a picture of code list. Then document tests performed and the results of the test. And if additional testing is needed, write that up. Then that gets sent to the customer/client. Update that with
Bruce, I'd love to have to look at that custom sheet sometime. I get a lot of clients asking for ideas on that. I have my own presupposed ideas based on experience for what will work, but no test environment to prove the concept!
It really depends on the customer. Some of our fleet accounts have a manager that we share photos of the issues or they stop by and get shown the vehicles in progres. If there is involved diagnostic work we need more time than asked for at the start we give a detailed list of the testing preformed and what will be tested going forward. It takes a lot of communication with everyone to work.
I try to do a health check scan on every car possible, I have catch dtc’s that do no set the light yet and inform the customer and make them aware
I find that it's usually best to take what's perceived as a negative and use it to my advantage. Contrary to the popular opinion of many leaders in our trade I have no issue with terms like "grease monkey", nor do I care what someone outside of my immediate circle thinks about me or my shop. My shop is purposely located in a hard to find area with some 30+ shops in my immediate area (2 miles)
We use a management system that allows us to post/ attach photos, diagrams and analysis procedures to better support the recommendation. Most importantly the technicians understand that with the small amount of time they take to add value to their analysis the better chances are the customer buys the services. This is not a “service advisers problem” because if the customer is not getting a
We have RO writer as our main shop management system integrated with RO touch. This allows us to attach pictures to a courtesy inspection, its great for the basics. Beyond that we have a shop drop box account that we use for diagnostics or in-depth issues. We create a customer folder and then attach a health check/system scan. From there we will attach TSBs or flash/update descriptions if
We do a fair job of explaining on the ticket what we did, the results and what we advise next. If needed we back that up with printed waveforms and pictures of found issues. Many of our customers use email, texts to communicate, but more still use the phone call. Some want an in-depth explanation, but others just want to know the costs and when it will be done. We try to provide the customer the
I use printouts of scan tools, scopes and pictures to communicate the vehicle problems and severity on repairs. It doesn't matter if the client understands what the printout is saying. You can explain if the client wants an explanation. Just the fact you can lay a printout on the table is proof to them you are doing a lot of work to solve their problem. You tell a customer I had to take front of