Why Your Shop Should Stop Giving Away Diagnostics

About this episode

Thanks for listening to Shop Talk Her Way! AutoFix Auto Shop Coaching helps auto repair shop owners strengthen operations, develop their teams, and improve profitability with practical, industry-specific guidance. Spend less time putting out fires and more time building the business you want by clicking HERE In this episode, JeanAnn SaintGrace explains how shops can confidently sell and charge for diagnostic work without making customers feel like they are paying for “just a scan.” She recommends reframing diagnostics as an investigation or evaluation, setting expectations upfront, and clearly explaining the time, tools, and expertise involved.JeanAnn also covers advisor scripts, documentation, DVIs, diagnostic pricing, and creating a shop culture where technicians can ask for help and take the time needed to diagnose vehicles correctly. Timestamps:00:00 Dogged Technician Mindset 00:48 Selling Diagnostic Time 02:37 The Free Scan Misconception 04:48 Selling Two Hours Upfront 07:10 The Time-and-Materials Model 09:37 Setting Rates and Supplies 13:02 Explaining the Diagnostic Process 15:02 Documenting With DVI Proof 16:28 Advisor Scripts and Customer Objections 17:45 Complex Cars Need Great Technicians 24:02 What to Do When You Hit a Wall 27:09 Training Advisors Technically 29:29 Capturing Time for Profitability 32:29 Explaining Customer Value 33:52 The Benefits of Fixing Problems Now 35:59 Sponsor and Coaching Offer 37:40 Final Thanks and Sign-Off