Local businesses & retail
Diagnosis isn't the same as permission to repair
Walk customers through check-in, findings and authorization so they know when work has actually been agreed.
Capri Video · Updated · 1 min read
When a shop says, “We'll look at it,” a customer might assume the repair is already underway. A video of one service visit can show the difference between diagnosis, a proposed repair and the customer's go-ahead.
Pause before the repair
Pause the story after the diagnostic stage. Show the shop communicating its findings and the proposed work, then the customer's agreed next step. Only continue to repair and pickup after that handoff is visible. A simplified component illustration may help explain the conversation, but it should not look like a diagnosis for every vehicle with a similar symptom.
Useful starting material
Start with the intake process, service descriptions and visuals reviewed by a technician.
Ask the staff who handle these inquiries to check the sequence, especially any point where the customer needs to choose or confirm something.
Try it with a first-time customer
Place it near booking and digital intake. Ask when the customer has authorized the additional work and what still needs discussion. Adjust the approval scene if the answer is unclear. Actual findings, prices and vehicle-specific decisions belong in the conversation with the shop.