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Module 11ProfessionalWeek 11 · 16 min read

Repair Business Workflow

Turning skill into a repeatable, profitable service

Module 11 of 1283%
01

Welcome

Welcome to Module 11. Technical skill alone does not make a business. This module covers pricing, queue management, warranties and the customer conversation.

02

Learning Objectives

  • Price software repairs by risk and time.
  • Manage a bench queue with clear statuses.
  • Write a warranty policy for software work.
  • Handle disputes professionally.
  • Track success rates per fault type.
03

Prerequisite Knowledge

  • Module 10

If any of these are unfamiliar, review the Foundation level first.

04

Vocabulary

Bench time
Hands-on minutes, distinct from waiting time.
No-fix-no-fee
A policy where diagnostics are free if unrepaired — use carefully.
Turnaround
Time from intake to handover, quoted to the customer.
Recurrence rate
How often a fault returns after your repair.
05

Why This Matters

Unpriced diagnostics and vague warranties are how skilled technicians end up working for free.

06

Lesson Content

Lesson 1Pricing software work6 min

Price three tiers: diagnostic, standard repair (flash/reset), and complex recovery (EDL, test point, data attempts).

Charge the diagnostic even when it results in a referral. It is real work.

Lesson 2Queue and status5 min

Use five statuses: Intake, Diagnosed, Awaiting approval, In repair, Ready. Customers who can hear a status do not call twice a day.

Lesson 3Warranty that makes sense5 min

Warrant the specific fault repaired, for a defined period, excluding new liquid damage and customer-installed software. Put it in writing.

07

Visual Explanation

Intake ─► Diagnose ─► Quote ─► Approve
                              │ decline
                              ▼
                        Return + diag fee
   Approve ─► Repair ─► Verify ─► Handover ─► Follow-up
Bench flow
08

Real-World Example

A customer says: “It broke again a week later, and I'm not paying twice.”

What decides this conversation?

Your written warranty scope and the repair notes proving what was done.

Possible causes

  • Different fault
  • Same fault recurring
  • New damage
09

Technician Tips

Technician Tip

Track recurrence per fault type; it tells you which jobs to stop accepting.

Technician Tip

Quote turnaround in ranges, never single numbers.

Did You Know?

Shops that charge for diagnostics typically report higher customer trust, not lower — priced work reads as real work.

10

Common Mistakes

Common Mistakes

  • Free diagnostics on complex jobs
  • Verbal quotes
  • No status communication
  • Undefined warranty scope
11

Safety Notice

Safety Notice

  • Comply with local consumer protection law.
  • Never restart work on a returned device without re-documenting it.
12

Hands-on Practice

Exercise 11 — Price your services

  1. Build a three-tier price list
  2. Justify each tier by time and risk
  3. Test it against five past jobs
13

Knowledge Check

Question 1 of 2

Diagnostics should be:

14

Mini Project

Mini Project — Shop operating manual

  1. Write pricing, statuses, warranty and dispute policy
  2. Design the customer-facing one-pager
  3. Pilot it for two weeks and revise
15

Reflection

  • Which policy would have saved you money last year?
  • What job type should you stop accepting?
16

Module Summary

Today you learned:

  • Pricing tiers
  • Queue statuses
  • Warranty scope
  • Dispute handling
  • Recurrence tracking
17

Resources

18

Assignment

Produce a complete one-page customer service policy for your bench.

20

Module Test

Complete the 2-question knowledge check above plus the assignment. Passing score: 80%.