The Shop Service Report

By Bill Doran

Part One – The path to customer service and profit.

 

What is a shop service report? How many of us have one? How many of us use one?

 

Here is one more question: how many know why using one is a good idea? In this article, we will look to answer this question and, in doing so, will assist you in answering the above questions.

Let us start with what a shop service report is.

• A record of a customer’s equipment. This should be as detailed as possible.
• Equipment listed should include regs, BCD, dive computer, mask (if prescription lenses), full face mask (if they have one), dry suit, wet suit and sizes.
• It records the inspections and service you have done to the equipment.
• It is a resource for the service technician.
• It is a resource for accounting as well as the store owner.
• Yes, there can be more.

 

The big question is, why use a shop service report?

• For invoicing. Make sure that you are being paid for parts and labour. Whether the work is that of the owner or a staff member, time has a cost and must be invoiced out.
• It is a record that can be a protection against liability. What did you do? What did you advise? What did they not want to do?
• The report tracks what equipment a customer has brought in. Say they bring their BCD and regs, then later they say they brought their dive computer as well. You can protect yourself with the correct paperwork.
• It is an opportunity to sell new equipment.
• It is an opportunity to show the customer what to bring for service. In this month’s article on “Putting the Serve in Service,” we used the example of changing a battery in a dive computer. Note that I did not say that the customer brought in any other equipment. The value of the customer receiving a report is that they can see and value your work on the equipment. They can also see the blank spaces beside their other equipment, indicating they have not been serviced. Even better, I like to note the not serviced equipment in RED. This lets the customer know that those items need service but also protects me as I have indicated that I have not seen or serviced these items and that I have recommended that they need service.
• A shop service report shows value to my work!
• A shop service report shows an opportunity for me and the customer.

 

Do you have an effective Shop Service Report? Yes, great! If not, I am available for consulting to build or assist you in developing your Shop Service Report.