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Mike Cayley from the Automotive Training Institute discusses the "three Cs" as a tool for keeping work orders organized and clear. The first C is the "concern," which refers to the customer's specific issues when they bring in their vehicle, such as squeaking brakes, a leak, or a burnt-out headlight. It’s essential to separate multiple concerns. The second C is the "cause," where the technician inspects the vehicle to identify the source of the customer's concerns. Finally, the third C is the "correction," detailing what steps will be taken to resolve the identified issues. This structured approach helps convey a clear narrative of the customer's situation.
