How to write a 3C story
Complaint, cause, correction: what the customer said, what you found, and what you did, in that order.
Bay 01
Complaint
- What the customer says is wrong, in their own words, not your diagnosis.
- "Grinds when I brake at low speed" is a complaint. "Front pads worn" is not; that is the cause.
Bay 02
Cause
- What the technician found, and how.
- Measurements help: "Front pads at 2 mm; rotors scored" lets the customer decide, where "brakes bad" does not.
Bay 03
Correction
- What was done to fix it, line by line: the labor and the parts.
- If the job comes back, the correction is what the next technician reads first.
Bay 04
Keep it fit for the customer to read
- The story ends up on what the customer sees. Leave out prices (they go on a line), phone numbers, email addresses, card numbers, street addresses, and anything you would not say to the customer's face.
Bay 05
Where Scarab OS does this
- The complaint is the write-up's "Complaint / reason for visit", in the customer's words.
- The cause is the bay's Diagnostics: "What you found. Measurements help the customer decide."
- The correction is the job's labor and part lines.
- Sealing freezes all three together.
- Before sealing, the technician's note is checked for language a customer should not read and for a phone number, an email address, a card number, a street address or a price. A flagged note is changed, or kept as written with a reason.
Bay 06
Questions shops ask
What are the 3 Cs of auto repair?
Complaint, cause and correction: what the customer said is wrong, what the technician found, and what was done to fix it.
What goes in the complaint?
The customer's own words for what is wrong, not the technician's diagnosis.
How do I write a good cause?
Say what you found and how, with measurements, so the customer can decide.
