AUTO-REPAIR-SHOP-MANAGEMENT5 MIN READ
Give late-job feedback without a character attack
Use Situation-Behavior-Impact language to address missed technician updates without blame.
Evan E A-tech S Situation B Behavior I Impact The late update 20 sec Scene Evan knew at 2:45 that the Camry would miss its 3:30 promise time. The board stayed green until 4:20. The issue is not whether Evan is a good tech. The issue is the missed behavior and its impact on customer trust. 50m promise-risk silence 1 customer call missed
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