After the mechanic has made a preliminary diagnosis, the
service manager gives the vehicle owner an estimate of the cost and the approximate time when the repair will be completed if no unexpected problems arise. Company policy states that the owner will be consulted before any work other than the agreed-on job is done. Although the customer may speak with the mechanic during the repair process, the service manager is the main point of contact. It is the service manager's respon sibility to be sure the customer understands the preliminary diagnosis, to advise the customer of any unexpected problems
and costs, and to notify the customer when the vehicle is ready
for pickup.