Service Call Problems and Solutions

1
Service Call Problems and Solutions

• Presented by Randy Whitehead
• NPSC 2005

2
Innovative Service Solutions that Work!
3
Areas Of Discussion

• Call Preparation
• Customer Satisfaction
• First Call Completes
• How to Measure Performance
• Scheduling

• Managing Service Call Parts
• Tech Assist Problems
• Time Wasters
• Vehicles
• Recruiting Techs

4
Call Preparation

• Hire a great service call rep
• A bad service call rep costs far more in lost
  opportunity than the extra you pay for someone
  good.
  
• Create a written list of questions to ask the
  customer
  
• Always get model number
• Ask for serial number
• If cant get the model and serial, it leads you
  to believe that the unit may not be in a
  serviceable position
  
• Inform the customer that there is a charge if the
  unit is NOT in a serviceable position
  
• Ask if the customer has an extended warranty
• Get Date of Purchase

5
Proof Of Purchase

• Use a prepared script to inform the customer
  nicely that a copy of the proof of purchase is
  required
  
• Tell the customer that the copy of the proof of
  purchase is their payment
  
• Tell the customer that they will need to pay for
  the repair if proof of purchase is not ready when
  the tech arrives
  
• Have the tech take credit card info if POP is not
  available Give the customer 5 days to provide
  POP before charging the credit card
  
• If the customer shows the POP but did not make a
  copy, then have the tech explain to the customer
  that he will take the POP, make a copy of it and
  send it back to the customer always send back
  the original and 2 copies so the customer has
  copies to give if future service is required
• Equip trucks with a scanner or fax machine copy
  the POP

6
Verifying Warranty Eligibility

• Have CSR verify warranty eligibility on every
  service call create links to mfr websites in
  your browser so access is easier
  
• Have customer call mfg customer relations for a
  warranty extension if needed most mfrs want the
  customer to call rather than the service center.
  
• Some mfrs allow you to make up a DOP based on the
  date of manufacture. Check with mfr first
  because some do not allow this
  
• Create a warranty period database

7
Customer Satisfaction

• Customer Satisfaction is dramatically influenced
  by the ability to repair the set on the first
  trip and by the relationship the technician forms
  with the customer

8
First Call Completes

• Industry average is 1.67 trips per completed
  repair
  
• Each trip costs 100
• Eliminating return trips greatly improves
  profitability
  
• Do everything possible to eliminate return trips

9
Increasing 1st Call Completes

• Get a detailed description of the problem
• Ask when the problem occurs
• Ask how long it takes for the problem to occur
• Ask if the problem is intermittent
• Ask if the problem occurs on specific signal
  sources or on all signal sources
  
• Ask mfrs for scripts they use to triage problems
  and use the same scripts
  
• Review the NSA repair database for that model and
  symptom for ideas and part numbers
  
• Order likely parts so they are on the truck for
  the first call Pay for overnight freight if
  needed Extra freight costs less than a return
  trip

10
Fist Call Completes Common Repairs

• Utilize Tips Programs
• NSA Repair Database
• Mitsubishi publication that contains all model
  numbers, boards and part numbers It is a
  fantastic tool
  
• JVC symptom/repair database is accessible on
  their website
  
• Check all mfrs websites

11
Measuring Service Call Performance

• of 1st trip completes
• Total labor billed
• Customer satisfaction
• Average Turn Around Time
• complete within 7 days
• Repeat failures
• Parts cost/repair
• CSR influences the metrics

12
Effective Scheduling

• After the route is created, call the customer
  give a more accurate time frame
  
• You can tell the customer the number of stops the
  tech will make before he arrives.
  
• Give the customer a two hour time band
• Have the tech call the customer before he starts
  the previous service call
  
• The tech can call after leaving the previous
  call
  

13
Effective Scheduling - Continued

• When setting up the service call, tell all
  customers that the tech will call before going to
  his house and let him know that if the tech calls
  and no one answers, then the tech will not go to
  the house
• If the tech cant reach the customer, he is to
  call office and let them try. Some customers use
  the caller ID and do not answer a call from a
  cell phone. Have the office try to call the
  customer so the business name appears on the
  caller ID
• Charge the customer for missed calls

14
AM/PM VS All Day

• Schedule by day, do not give AM or PM time frame
• Customers seem to be very accepting of this
  change. The problem is that service centers are
  somewhat reluctant to try. Everyone that has
  tried it reported that is was far superior and
  customers liked it.
• During the afternoon of the day before, create
  the most efficient route possible.
  

15
Route Optimization

• Use ServicePower to optimize the routes. They
  have the best program available.
  
• You can increase your calls by 10 to 15
• You can significantly reduce your fuel costs by
  doing this
  

16
Same Day Service on Newly Purchased Product

• Use a junior tech to go to homes on the same day
  or next day on service calls on newly purchased
  TVs.
  
• Service calls on most newly purchased sets are
  for customer education and hookup

17
Customer Not Home

• Charge the customer for missed calls
• Take the customers credit card for all COD
  calls. Let the customer know their credit card
  will be charged if they are not home

18
Managing Service Call Parts

• Stock all common parts
• Order parts before going on call so you have the
  likely parts needed
  
• Return any boards not needed. Most mfrs allow
  this and wont charge restocking fees on unused
  boards Call Mitsubishi for approval first
  
• Delay the date of the service call if needed so
  you have the parts available
  
• Ask for 25 to 40 handling on parts

19
Rescheduling for parts Installations

• All parts received get priority scheduling
• AVRC uses their parts distributor as their parts
  department
  
• The parts dist tells the tech (while still in the
  customers home) when the part will arrive and
  schedules the return service call on the spot and
  enters that into the service centers computer!
• Make sure you take all parts that could be needed

20
Tracking Duds

• We now spend more time handling duds than we
  spend ordering receiving all other parts
  
• Print dud stickers to put on all parts boxes
• Separate color for dud, no dud, hold for 90 days
• Create a dud tracking system (you can lose more
  money by not tracking a dud than you can make on
  the repair)
  
• Create an entry to your accounting system for
  every dud you return.
  
• Reconcile parts accounts monthly to verify you
  received the correct credit for duds returned
  

21
Part Number Research

• Use any service tips program you can
• NSA members can use their repair history function
  on the web
  
• Mitsubishi has an excellent book that lists all
  parts numbers for boards by model
  
• JVC has a symptom/repair data base on the web
• Check mfgrs websites for tips
• Check your own repair history
• Use parts distributors websites

22
Tech Assist Problems

• Send an email to tech assist
• Have a good admin person try to contact Tech
  Assist instead of wasting techs time on hold

23
Time Wasters

• Greatest time waster is having the techs come to
  shop in the morning
  
• Can schedule an extra service call a day if techs
  dont come into shop first
  
• Give them parts and schedule the night before
• Ship parts to techs instead of having them come
  in to the service facility

24
Types Of Vehicles

• Use small pickup trucks with camper shells
• Use new PT Cruiser Remove rear seats
• Use small Subaru wagons
• Use small SUVs
• Savings in fuel alone almost makes the payment

25
Recruiting Techs

• Get techs with good soft skills
• Hire on attitude
• Easier to train for tech skills than to change a
  bad attitude
  
• Pay techs well
• No shortage of techs, just shortage of techs
  willing to work for low rates
  
• A poor tech costs you far more than the extra
  amount you would pay for a good tech

26
Independent Servicers Working Together!
Randy Whitehead [phone]
randy_at_servicew.com