Protecting your shop with bulletproof records

Aug. 9, 2018
You need to be able to defend yourself against lawsuits or any claims that could potentially arise – and there’s plenty of evidence out there that such disputes happen.

In my previous column, I discussed why I believe it’s critically important for your shop to be building a “bulletproof file” on every job you complete. You need to be able to defend yourself against lawsuits or any claims that could potentially arise – and there’s plenty of evidence out there that such disputes happen. (I talked about some of the real-world scenarios of those in the previous column.)

The good news is that there are fairly simple ways to build that file. Here are some of the steps I recommend.

  • Understand your agreement with your estimating system provider. Most shops are uploading to the cloud all of their estimates, photos and other documentation on a job. Make sure you understand how long your estimating system provider will maintain that data for you. Ask what happens to it if you are no longer doing business with that provider. Do they offer an option that allows you access to the stored data even if you are no longer using their system?
     
  • If your shop holds one or more OEM certifications administered by the Assured Performance Network, understand that includes a service benefit called dataSafe. That allows you to maintain storage “in the cloud” of your own repair file data. It won’t cost you additional money to use it; all you have to do is set it up.
     
  • Even better, I suggest that shops develop their own storage system for their repair data files, not in any way connected with your agreements with some other third party that at some point you may choose to no longer do business with. Cloud storage is not expensive, and it can be configured to make data back-up an automatic and seamless part of your process. Chances are your system is configured to automatically send some files through a parts sourcing system, for example: that same automation can help you capture a copy of all your file data for a given job.
  • But having securely stored your files someplace where you will always have access to them isn’t going to help you if those files aren’t complete and bulletproof — able to demonstrate to anyone looking at them what was done to the vehicle and why. That’s why for every job, you should be recording and storing the following:
     
  • Notes about intake conversations you have with the customer about what led to the damage, along with notes about communication you have with the customer throughout the repair process.
     
  • Every version of the estimate along with the final invoice for the job.
     
  • Documentation from pre- and post-repair scanning of the vehicle.
     
  • Copies of handwritten or other notes processed internally about supplement items or changes to repair procedures while the vehicle was in-process.
     
  • Copies of quality control forms that move through the shop with the vehicle.
     
  • Copies of all OEM repair procedure information you downloaded and used for the job.
     
  • Images of the vehicle pre- and post-repair, along with in-process steps such as welds, destructive weld testing completed, color match let-down or spray-out panels, damaged parts, etc.
     
  • Documentation about safety checks performed, whether or not they were billed for, such as inspection of seat belts.
     
  • Documentation of interactions with the insurer involved. If an adjuster says, “We’re not going to pay for that,” make a note of it. (You still need to do whatever it is they aren’t paying for, if it’s a required part of a quality repair, but note their decision in your file.)
     
  • Documentation of internal conversations about the job, such as between the parts department or technicians and estimators.

The estimating systems offer one option for maintaining some of these records. But I know shops that also just maintain a Microsoft Word file for each job, in which they document by date any communications they have with anyone regarding that job.

Completing these steps will help you create a file that will clearly document your process, helping protect yourself should a “bullet” ever come your direction.

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