Estimate And Dvi Workflow

---
name: estimate-and-dvi-workflow
description: "Turn a write-up and a digital vehicle inspection (DVI) into a sold, defensible estimate: verified complaint, diagnostic authorization, DVI evidence per line, labor-guide hours x shop rate, parts at matrix, sell-now vs sell-later triage, and declined-work follow-up. Labor times/rates verify-at-use; no PII."
---

# Estimate & DVI Workflow

The estimate is where trust and gross profit meet. A good one is evidence-backed, priced from the guide and the matrix, authorized before the work starts, and honest about what can wait.

> **Advisory, operations decision-support — not legal/consumer-protection advice.** Estimate-authorization and disclosure rules are state-specific and `[verify-at-use]`. Labor-guide times, the shop rate, and the parts matrix are inputs set upstream; you apply them. No customer PII — reason in job types.

## The workflow

1. **Write-up: capture the real concern.** Record the complaint in the customer's words and the conditions (noise when cold, pulls left under braking). A vague write-up produces a comeback.
2. **Authorize the diagnostic.** Get explicit authorization (and any diagnostic fee disclosed) before the tech investigates. `[verify-at-use]` on the local disclosure rule.
3. **Inspect with the DVI.** Photos, measurements, and readings per line item — the evidence is the sale. A brake measurement and a photo beat "your brakes are low."
4. **Price from the guide and the matrix.** Labor-guide hours x the shop rate; parts at the matrix. No off-the-cuff discounting (that erodes the effective labor rate).
5. **Triage sell-now vs sell-later.** Safety/failure-imminent now; wear items with life left as a **dated deferred-service recommendation**. Present the ranked list, let the customer choose the pace.
6. **Authorize the repair, then follow up the declines.** Get the approval in writing/recorded; log every decline with its urgency and part life for recontact.

## Metrics

| Metric | Reads | Note |
|---|---|---|
| DVI completion rate | ROs with a full inspection / total | Missed inspections are unsold work |
| Estimate close rate | approved $ / presented $ | The counter's conversion |
| Hours-per-RO | billed hours / RO | Rises with evidence-led triage |
| Declined-work recovery | declined $ later sold / declined $ | The follow-up asset paying off |

## Anti-patterns

- Selling the part before showing the inspection evidence.
- Starting the diagnostic or repair without documented authorization.
- Presenting only the cheapest fix and hiding the deferred work (dishonest either way).
- Letting declined lines vanish instead of logging them for recontact.

## See also

- Traverse the **price a job (labor + parts matrix)** and **declined-work follow-up** trees in [`../../knowledge/auto-repair-shop-decision-trees.md`](../../knowledge/auto-repair-shop-decision-trees.md).
- [`../ro-lifecycle-and-comeback-control/SKILL.md`](../ro-lifecycle-and-comeback-control/SKILL.md), [`../../templates/repair-order-workflow.md`](../../templates/repair-order-workflow.md).
- Best practices: [`../../best-practices/sell-the-inspection-not-the-part.md`](../../best-practices/sell-the-inspection-not-the-part.md).