SCRS Quick Tip: Evaluating Upfront Estimates

Writing an estimate for customers who drive in has been a routine practice for many businesses, but in today’s repair environment, many shops are rethinking whether they actually serve the customer, the business or the process well. In this discussion, Kris and Michael talk through a shift away from writing upfront estimates and how that adjustment changed both customer interactions and internal workflows. They explain how early estimates can be misleading, time-consuming, and disconnected from the reality of modern vehicle repairs. Instead, the focus has shifted to customer communication, empathy, and education; helping drivers understand that what they truly need is a safe, proper repair, not a quick number on paper. The conversation also covers retraining staff, role-playing common customer objections, refining scripts, and gradually changing long-standing habits on both sides of the counter. By adjusting expectations, gathering the right information, and following up with customers once research and claims processing begin, shops can create a more accurate, transparent, and effective front-end process. This video was filmed at the I-CAR Training Center in Appleton, WI. If you found this video helpful, please like, share, and comment below. To learn more about SCRS or to join as a member, visit www.scrs.com.