How to handle a high rework rate at an auto repair shop?

A high rework rate at an auto repair shop is often not because the mechanics don't know how to fix things, but because the initial intake and diagnosis weren't clearly communicated. If a customer says there's an 'abnormal noise' and the work order just says 'check for abnormal noise,' whoever ends up doing the repair is likely to run into trouble. An effective approach I've seen is to ask for…