Every shop owner knows the pain: You create a $3,000 estimate, only to discover $2,000 in hidden damage three days into the job. Your customer’s frustrated, your schedule’s blown, and your profit margin just disappeared. There’s a better way.

Major impact

The largest impact can be realized by managing throughput with a properly executed Disassembly for Estimate (DFE) and Disassembly for Repair (DFR) process. Despite both processes having the same goal, the strategy behind them differs. Knowing when, how, and why to disassemble can make the difference between a happy client on a profitable Repair Order or a poor customer experience that costs you more than dollars.

The Strategic Difference between a Disassembly for Estimate and Disassembly for Repair can be described best as:

• A Disassembly for Estimate (DFE) process focuses on diagnosing and discovery.
• A Disassembly for Repair (DFR) process focuses on Production and efficiency.

Disassembly for Estimate: The Detective Work

• When is a curbside inspection not enough? Anytime there is any suspicion that damage is beyond a cosmetic repair. Based on your shops mix of work, this will likely be on 90% of the repairs you perform so schedule your appraisal time appropriately.
• Remember the goal is to eliminate, or at very least, severely reduce the need for supplements. This includes administrative supplements like ensuring the Claim details you received are accurate to the damage and what is communicated by the customer. If there is any discrepancy, clear it up first.
• Now the crucial step of strategically disassembling the vehicle is to document all damage while still being able to reassemble and provide it back to the customer. Evaluating the documented damage against OE repair procedures, contractual obligations, and parts supply is a key part of this process.
• And most importantly, review the estimate with the customer and schedule a repair date. Your investment in creating an accurate appraisal through a solid Disassembly for Estimate really needs to be showcased.

I think we can all be guilty at one time or another of getting caught up in KPIs and administrative tasks. So much so that we can miss the real reason we are here. That is to serve our customers. Taking some pictures and telling them you will email them an estimate is not serving them, nor yourself.

The Disassembly for Estimate process allows you to speak with your customer from a place of knowledge. You can then set clear and realistic expectations for all stakeholders because you have a firm understanding of the damage severity and required procedures.

If you currently have the need to continually communicate repair delays, high cycle time, frightful levels of Work in Process (WIP) along with frustrated employees. You may want to start at the beginning and implement a Disassembly for Estimate process.