A customer in Phoenix said my service call notes were too short to be helpful.

They told me, 'I can't tell what you did from this.' I started writing down the exact part numbers and test results, not just 'fixed it.' Has anyone else gotten this kind of pushback on paperwork?

3 comments

3 Comments

ben_fisher3d agoOG Member

Wait, isn't that just good practice anyway? I always list the part numbers replaced and the readings I got before and after the fix. It covers you if there's a callback and helps the next tech. Did they give you an example of what they wanted instead?

sethm583d ago

Seriously, right? I read this article a while back about how some shops are pushing for "story style" notes now. Like, they want you to write it out like a short paragraph explaining your thought process, not just codes and numbers. I mean, your way is totally the standard and it makes sense. Maybe they want it to sound more customer friendly for the service writers? Idk, feels like extra work for no real gain if the info is already there.

logan2712d ago

Remember that shop that tried full story notes for a month? They had us writing novels. Tech wrote "found loose battery terminal, cleaned and tightened" and got marked down. Manager wanted the whole saga of the voltage drop test. @ben_fisher is right, numbers matter, but they wanted a whole book. Went back to codes real fast.