The bench is full of other people's property. What each machine is, what was agreed, what it is waiting for and whether the customer has been told is the difference between a workshop and a pile of laptops.
Data handling needs a record. What was backed up, what was accessed and what was returned or wiped is both a professional obligation and the answer to a question that occasionally becomes serious.
Parts decide the timescale. A screen ordered today and arriving Thursday is a promise that can be kept; a vague soon is what produces the call that interrupts the afternoon.
Support contracts are measured whether or not the shop measures them. Response times agreed with a business client are checked by that client, and a shop without its own record is arguing from memory.