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Summary of Findings training checklist

Run this with a tablet, a laptop for the office side, and a demo customer with a card on file. The three guides it draws on are Write and present a Summary of Findings, Book, price and follow up a Summary of Findings and What the customer sees. Times are a guide; the walk matters more than the clock.

Before the session (10 minutes, trainer only)

  • Under Admin, then Service, the Summary of Findings card is Enabled, the two diagnostic fees are right, the Findings labor rate is right, and the terms document is set.
  • A demo customer exists with a site, a contact with an email address, and a card on file.
  • A call is booked on that customer in Summary of Findings pricing with the fee chosen, and a visit for today is released to the technician you will train.
  • The technician can sign in on the tablet and sees the visit in My Day.

Part 1, the rule (2 minutes)

Say it once, plainly: the customer sees a title, two or three sentences and one price per finding. Parts, hours and rates are how we compute the number and they never leave Florio. All pricing is up front, so there is no argument when the invoice arrives.

Part 2, the technician (12 minutes)

Have the technician drive, on the tablet, while you narrate.

  • Check In on the visit, then tap Summary of Findings.
  • Point at the Diagnostic visit block: the office chose it at booking; it is read-only here.
  • Section A: Add the fix, a Title, the sentences under What the customer reads. Watch the sentence counter.
  • Set Presented to the customer first, then look at the footer: “Not yet” and the reason. Say why: a price needs a build-up behind it.
  • Add hours, then a catalog part or Add a manual line. Compare Suggested from lines with the presented price. The technician decides the number.
  • Section B: one finding priced on site (switch Office to price off), one handed to the office with a note (leave it on).
  • Section C: Add a longer-term item, plus a Note for sales.
  • Footer reads Ready to present. Show both buttons and say when to use each: Present and hand over on the tablet, Email the link when the decision-maker is not there.
  • Present and hand over. Hand the tablet to the “customer” (another trainee).

Part 3, the customer (6 minutes)

The trainee playing the customer drives; the technician watches.

  • Read the top of the page aloud: the caption, the three sections, no build-up anywhere.
  • Tick the fix. Watch Approved work, Sales tax and Total today change.
  • Point at Pricing to follow from our office on the hand-off, and the switch on the longer-term item. Turn the switch on and say where it goes: a lead for the sales team.
  • Choose the card on file, type the name, sign with a finger, tick the terms line, tap Approve and pay.
  • Look at the receipt state: the signature, the charge, the open findings, the button now reading Approve selected.
  • Back on the tablet, Complete Visit with the Customer sign-off. Two signatures, two questions: “do you approve this work” and “is this visit done”.

Part 4, the office (8 minutes)

Switch to the laptop.

  • Open Findings. Show Findings to price with the hand-off, and Awaiting signature with who to call.
  • Open the call. Walk the card top to bottom: chips, actions, facts, table, Acceptances with the signature and the charge, Follow-ups.
  • Price the hand-off with Set a price and Save. Send the priced update that opens.
  • Send a nudge, then Log follow-up for a phone call. Watch Next follow-up move.
  • Show Extend validity, Email the link, Open the client page.
  • Show Waive under Diagnostic visit, and say when it becomes Waive and refund.
  • Explain Retry charge on a declined card: the approval stands, chase the payment, retry.
  • Explain Void: only when nothing is approved.

Part 5, questions to ask the room (2 minutes)

  • What does the customer see if we forget the build-up on a priced finding? (Nothing; the page cannot be presented.)
  • The customer approves the fix today and the keypad next week. How many records? (Two.)
  • The card is declined on the tablet. What does the technician do? (Nothing; the office retries.)
  • Where does “I’d like to discuss this” go? (The sales queue, as a lead.)
  • Who can waive the diagnostic fee, and when? (The office, at any time.)

Afterwards

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