Estimating, Work Orders, and Customer Communication
Estimating, Work Orders, and Customer Communication tests whether you can build a defensible repair plan, document it, and keep the customer informed.
Building the estimate
- Use OEM repair procedures, labor time guides, and current parts pricing. Include required operations: pre-scan, post-scan, calibration, corrosion protection, seam sealer, and refinish.
- Identify new, used, reconditioned, aftermarket, and OEM options; note customer authorization for alternate parts.
- Include materials, sublet, tax, and permitted fees.
- Separate related damage from prior damage and note betterment where applicable.
Documentation and work order
- Record authorization, mileage, VIN, keys, pre-existing damage, and customer concerns.
- Take before, during, and after photos; retain parts if required.
- Supplements are normal when hidden damage appears; stop and get approval before proceeding when the customer contract requires it.
Communication
- Explain the difference between a visual estimate and a disassembled repair plan.
- Discuss total-loss thresholds and diminished value honestly; never promise an outcome the insurer controls.
Worked example
A rear bumper cover looks repairable on the drive-in estimate. After removal, the absorber, reinforcement, and left rail are damaged. Reasoning: the initial estimate was based on visible damage only. The correct action is a documented supplement with photos, OEM procedures, and a revised schedule, then customer and insurer approval before more work.
Traps
- Writing a used part without disclosure.
- Forgetting scans and calibrations.
- Treating a supplement as a billing trick rather than new evidence.
- Promising a delivery date before teardown.