the diagnostic, thus creating an opportunity to propose the essential repairs. • DIAG3 — Reserved for Complex Cases: DIAG3 is reserved for special cases involving heavy-duty trucks, diesels, complex electrical problems, and intricate engine and vehicle issues. This diagnostic is the exception, not the norm, and should only be used when truly necessary. Experience shows that DIAG3 often leads to declined repair work, making it essential to use it sparingly. Benefits of Implementing the 3-Tier Diagnostic Process Now that we understand the fundamentals of the 3-Tier Diagnostic Process, let’s explore its benefits and why it’s preferred over offering free diagnostics: • Filtering Uncommitted Customers: By charging a small fee for diagnostics, the shop filters out customers who are merely seeking free estimates and have no intention of investing in repairs. This ensures that the shop’s time and resources are focused on customers who are more likely to proceed with the recommended repairs. • Boosting Customer Confidence: The tiered approach helps build customer confidence as they are gradually introduced to the diagnostic process. Starting with a lower-priced diagnostic (DIAG1) and gradually moving up if necessary (DIAG2 and DIAG3) makes customers more receptive to the idea of investing in repairs. • Increasing Repair Sales: By leveraging DIAG1 and DIAG2 as marketing tools, the shop paves the way for selling the required repairs. Customers become more inclined to accept the proposed repairs, having already invested in the diagnostic process. Remember, each shop’s pricing and approach may vary, so tailor the process to suit your specific market and customer base. CONCLUSION By following the 3-Tier Diagnostic Process as outlined, your shop can expect to sell a DIAG opcode 95% or more of the time. This will improve your Repair Effective Labor Rate (ELR) since DIAG opcodes have higher ELRs than most other services. Incorporating the 3-Tier Diagnostic Process into your service department’s workflow can lead to a remarkable improvement in performance. By utilizing DIAG1, DIAG2 and DIAG3 as marketing tools and documenting the diagnostic results on the RO, your shop can filter out uncommitted customers, boost customer confidence and significantly increase repair sales. This strategic approach not only helps filter out uncommitted customers but also builds confidence and drives repair sales, ensuring your shop remains both profitable and customer-focused. Ready to take your service department to the next level? Learn more about how Dynatron Software can help you implement this process and achieve outstanding results by scanning the QR code. https://go.dynatronsoftware.com/cata CATA UP TO SPEED 19
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