Thanks to our Partners, Pico Technology, Autel, and Independent Wrench Jobs
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Show Notes
In this episode, Matt builds on a thought that has been bothering him for a while: the automotive repair industry has done a pretty terrible job defining what we mean by diagnosis, diagnostic, analysis, and even something as simple as a code scan.
The spark for the conversation comes from seeing a vehicle owner buy their own scan tool after being told a dealership wanted $190 “to scan codes.” That raises the real question: was the shop selling a code scan... or were they selling a diagnostic process? Because those are not the same thing, and pretending they are creates confusion for customers and devalues the work of actual technical specialists.
Matt argues that a diagnosis is the conclusion you arrive at, while a diagnostic is the process used to get there. A code scan might be one piece of that process, but it is not the whole thing. And a good diagnostic process does not always immediately hand you the answer. Sometimes it gives you something better: more precise questions, better direction, and a narrower path to the root cause.
That leads into a bigger point about communication, economics, and trust. Auto repair is a classic credence good, where the customer often cannot accurately judge the quality of the service they received. That creates information asymmetry—the shop knows far more than the client does. Which means language matters. Definitions matter. Expectations matter. If the industry wants to separate itself from guesswork, parts-changing, and pseudo-diagnostics, it has to become far more disciplined in how it describes the work being sold.
Matt also reflects on confidence, competence, and what actually drives improvement. Sometimes a little lack of confidence—the kind that makes you run one more test, read one more article, attend one more class, or call one more sharp friend—can be a strength rather than a weakness. It can push real learning. But like most things, it cuts both ways.
This episode is a call for more precise language, more honest communication, and a stronger defense of the real value behind analysis, testing, and arriving at an actual diagnosis.
In This Episode
Why a code scan is not the same thing as a diagnosis
The difference between a diagnostic process and a diagnostic result
Why a good process does not always produce an immediate answer
How testing should often remain at the specialist’s discretion
Why rigid test lists can break down from vehicle to vehicle
The danger of selling customers a result instead of a process
Information asymmetry and why auto repair is a credence good
Why precise language helps distinguish real specialists from guessers
The double-edged sword of confidence in technical work
Why continual learning often comes from knowing how much you do not know
Key Takeaways
This episode is really about reclaiming the value of professional analysis.
A shop can offer a code scan. That is fine. A shop can refuse to offer a code scan and only sell deeper diagnostic work. That is also fine. What matters is being honest and clear about the difference.
Customers need better explanations. Shops need better language. And the industry needs to stop using words like diagnosis, diagnostic, and code scan as if they are interchangeable, because they are not.
Quotable Moments
“Diagnosis isn’t the end. Diagnosis is the beginning of practice.”
“A diagnosis is something that you arrive at. A diagnostic is a process.”
“A very successful process may not lead to the answer right away. It may lead to a better question.”
“We have done a horrific job when it comes to definitions or standards.”
“The customer cannot differentiate the quality of our services versus another. They have to take our word for it.”
“That lack of confidence is what drove me to do one more test.”
Sponsor Thanks
Thanks to:
Autel
Pico Technology
Independent Wrench Jobs
Also thanks to the Automotive Repair Podcast Network.
Contact / Call to Action
What do you think? Are we misusing the words diagnosis and diagnostic in this industry? Reach out and let Matt know.
Email:
[email protected]Thanks to our Partner, Pico Technology
Are you chasing elusive automotive problems? Pico Technology empowers you to see what's really happening. Their PicoScope oscilloscopes transform your diagnostic capabilities. Visit PicoAuto.com
Thanks to our Partner, Autel
From drivability diagnostics and TPMS service to ADAS and advanced safety systems, Autel helps technicians follow OEM procedures and repair with confidence. Learn more at Autel.com
Thanks to our Partner, Independent Wrench Jobs
Independent Wrench Jobs is a new, tech-only community to help you find better independent shops—fair dispatch, steady work, real leadership. No games.
Built by Technician Find—serving the industry since 2017. Join free at IndependentWrenchJobs.com
Contact Information
Email Matt:
[email protected]Diagnosing the Aftermarket A - Z YouTube Channel
The Automotive Repair Podcast Network: https://automotiverepairpodcastnetwork.com/
Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/
Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/
The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/
The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/
Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/
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