[prwhite]

Great document Rob! I believe that we have to be the professional at all times and giving the customer an opportunity to understand our repair process is the very first place to start and yet often the most difficult to communicate.

Regarding this instance of “customer insists:”

I would have declined the custome request without additional documentation on her part that indicated why the EGR was at fault. As the professional in this situation we have an obligation to the customer to make sure the end result will be a repaired vehicle. That is why we test and analyse before we change parts. Sometimes a customer will not let us do our job and at those times we need to say we cannot help them.