A. Date(s) of service

Complete information regarding the dates and times that work is performed is essential information. In the case of automated systems or companies with separate accounting departments, problems can arise when the “invoice date” or “billing date” is different than the date upon which work actually is performed. To avoid confusion and problems from this sort of situation, be sure to indicate the specific date(s) upon which work was started and completed.  In the event work is performed over several days, list each day work was performed. An added level of protection also can be gained by maintaining copies of technician time stubs, if applicable, as these can be used to establish the amount of time each job took to complete.

From a litigation standpoint, accurate date of service information can be a very helpful tool in limiting damages for loss of use and/or annoyance and inconvenience claims. On the other hand, failing to maintain sufficient information can make a claim for these damage types much stronger.

B. Test(s) performed

Another important item to consider including in your documentation is a statement of the tests performed and the results. For example, if a test performed established that there was insufficient power to drive an electrical motor, those findings should be included in the records. The record also should include details regarding the types of tests performed and by whom, the duration of the tests, and the tests’ outcomes. If the tests are of the types that create objective findings, whether in the form of numbers, percentages, or other results, the findings are even better for inclusion in the record.

Customers, generally, like to see that tests were performed. In the event that your service personnel were unable to duplicate the customer’s concern, this additional information may help reduce a customer’s feelings that they are not receiving good customer service.  Likewise, reduction of that sort of feeling reduces the possibility of a lawsuit.

C. Research and investigation performed

A rarely included piece of information is the research that a technician or service department performs in attempting to diagnose a condition. Particularly on electrical equipment, vehicles, and other technical items, research or other investigation, such as contacting a technical assistance hotline, may be necessary to properly diagnose and/or repair the item.  References to that research and/or investigation should be incorporated in your records. Your records should include the titles of reference materials, literature, periodicals, bulletin numbers, etc. that your employees reviewed. They also should include the hotline file numbers and names of people with whom the condition was discussed.

This information can be very helpful if a lawsuit is filed later.  It can be used to recreate the steps taken by your staff in working on your customer’s complaints and can help your legal counsel develop new lines of defense through the identification of additional fact witnesses and areas of expert testimony.

D. Work performed and resolution

Typical service and repair records include most of this information, usually through “line-item invoicing” or similar accounting features.  However, to be complete, your record should state what work was performed and its corresponding outcome.  The outcome information, when written descriptively, can be the most important and effective information included in your records as it is a statement of the item’s condition after the completion of your work and when the item left your custody.