At-the-desk quick reference
One clear consultation
C · ConnectShow empathy. Understand the need. Confirm how and when the customer wants updates.
A · Assess & AlignThe technician assesses the vehicle. Align verified evidence with the customer's original concern.
R · Recommend & RankRecommend what the evidence supports. Rank it NOW, SOON, or MONITOR.
E · Explain & EnsureAsk permission. Explain one finding at a time. Pause for reaction, confirm understanding and the decision, then follow through.
Consultation rhythm
Ask permission → connect to the concern → show and translate evidence → pause and respond → decide together → safety-net the plan.
The close
Confirm: what is approved, declined, or deferred.
Document: finding, evidence, recommendation, consequence, decision, and follow-up.
Own: “I will [action] by [time] using [method].”
Remember: clear facts, no fear; real choices, no judgment; promises with owners and times.
The Dyer test
Would I feel respected if this were my family member? Is the explanation honest? Is the next step easy to understand? Did we win together?