We address their concerns first and foremost. We do a thorough diagnosis/inspection and lay out the steps of what was done to find the problem. Then "I" give them options about "fixing the concern" and what needs to be done now and what can wait. I have always, 40+ years, done that. If we see something during the inspection/diagnosis, we let them know and what priority it is. I ask if they want an estimate for that or do I just note it on the invoice for future reference. My friend has a loyal following. He has 2 vehicles at the shop now that other shops brought to him because they could not diagnose the problem.
We do lots of pics of parts and diagnostic procedures.
We do lots of pics of parts and diagnostic procedures.