Can't do any of it without all of it
One of the tasks I occasionally handle is researching procedures on a special request basis. There are times when a customer may encounter an issue or roadblock that prevents them from accessing repair procedures for a vehicle in their facility. It is done as a courtesy, but also as a necessity, as I have always stated, I want to see vehicles repaired fairly and properly. In my role, I am constantly exposed to articles, forums, and various opinions, which, at times, are highly questionable (hello, social media). I am always reading literature from multiple sources that, well… have all the answers. I now face a dilemma of sorts, one that affects you in your day-to-day repair world. Who do I believe? If you have ever spent some time on social media (which is quickly becoming the bane of my existence), you will realize that there is possibly no correct answer. I often wonder where on earth that thought process came from as I read some of the content that is out there. We have access to OE procedures; ergo, there should be no question, should there. Sadly, I stand corrected.
I take issue with this. Why? It is genuinely a compromising situation for many of us on the repair side of the equation. All of these ‘different’ thoughts on what is right and what is wrong have to stem from somewhere, but where? I have access to multiple third-party information providers regarding procedures. Yes, the OEM sites are out there, and when it comes to the ‘gospel,’ OEM is always the bonus answer for $500 Alex. That $500/month is not going to cover subscriptions to ALL the OE sites, hence the need for a third-party presence. Now, it is Optimist versus Pessimist; the optimist in me says there is a solution for every problem, while the pessimist in me says there is a problem for every solution.
Even though these are thirdparty sites, they DO NOT create or write the procedures from the OE; they redistribute under license. Which means they are technically OEM procedures. I take comfort in that. (Pessimist coming up) I would feel more comfortable if everyone carried everything, not to mention if the OE provided everything to everyone. My issue is this: if you are going to provide third-party players with the information, please provide all of it. Yes, I realize that the content is likely distributed under a license, and the breadth of that license is controlled monetarily; however, the onus of responsibility lies with the repairer, who will be flying blind at this very moment.
Now I realize, as I read this out loud, you are saying “the third parties need to communicate the possibility of some content omitted,” and in a perfect world, I would one hundred percent agree; however, 1) it’s not a perfect world, 2) credibility lies within diligence, and ensuring complete transparency of information lends diligence. Why should I concern myself with the information when the creator chooses how much and where it can be seen? Can’t be all that important now, can it? Remember, I have access to multiple providers, allowing me to compare their offerings. Sometimes, it really astonishes me what is and is not available. Is it fair to expect a repair facility to pay for access to all the OE’s AND all the third parties? No, I don’t believe it is a fair request. It could be, I suppose, if the time and rates were taken into account… (topic for another day).
Let’s add another layer to the foundation: translation. Have you seen the film ‘Lost in Translation’ (Bill Murray, 2003)? It’s delightful. The point here is that when information is arbitrarily missing, terminology is lacking, and availability is hit or miss, you are going to end up with so many varied ‘opinions’ (again, social media), it becomes increasingly challenging to be genuinely accountable in your repairs. How someone on the other side of the fence perceives something is most likely going to be very different from how you infer something (to clarify, inference trumps perception). Recently, there has been progress with the Right To Repair movement, which is probably stacked with so much legalese that you need a team of crack lawyers to navigate it; however, it is a step in the right direction as long as we have all of the direction-(s).
As an estimator is presented with a customer’s vehicle and is about to embark on a proper repair plan, the possibility of slight concern should be rolling around in the back of their mind. Do I have all the necessary information? It would be a much better scenario if that thought were not part of the thought process. In an industry where liability is becoming the word of the day, it really isn’t fair to put someone in that predicament: tech, front office or owner.
As we progress, one can only hope that the landscape will improve for all personnel involved in the repair side. In my opinion, and you are entitled to my opinion, being held accountable in a scenario where you genuinely do not know what you do not know is a doubleedged sword. I hope this article makes you think to proceed with caution.
Merry Christmas and a Happy New Year to everyone who takes a moment to read these articles. I genuinely appreciate it.
Being held accountable in a scenario where you genuinely do not know what you do not know is a doubleedged sword.
