This flow chart depicts the entire repair process and helps to guide the customer through the steps involved. It often eliminates dissatisfaction due to missed expectations. It is simple and easy to understand. Use it by giving the customer a copy when the estimate is written or post it on the office wall so it can be referred to regularly. Keeping the customer informed is one of the most important steps you can take to maintain customer satisfaction. The flow chart can be provided to the customer so that they can be kept abreast of their vehicle’s progress while it is in the shop. It also helps administrative staff by providing the correct word track to use with customers.