Does your service department suffer from the following symptoms:
- Incomplete or sloppy service tickets
- Low service ticket revenue
- Customers who feel the need to shop the Internet after the diagnostic
Yes, but what do you do about it?
You train your technicians but you are still not achieving uniform results. You talk with other owners and they have the same issues, so you resign yourself to live with it. After all, you don’t receive that many customer complaints about it. Not so fast. Let’s examine this issue in a little more detail.
Let’s take the example of a service tech who went out on a no cooling call and found a bad capacitor. After replacing it, he wrote the words “25 MFD Cap Bad” in the area of the ticket detailing the work performed. Then he showed the price of the capacitor at $118 and labor at $69 for a total ticket invoice $187. What might your customer do? They might just get on the Internet and surf for 25 MFD Cap and correctly determine that a capacitor was replaced – only to discover that a 25 MFD capacitor can be purchased online for about five dollars. Now they’re hot! Obviously, they don’t understand your cost of doing business so what do they do? Call you and complain? Probably not. In all likelihood, they simply stop using your services and tell everyone they know that your company is a ripoff. Studies show that a satisfied customer will tell 2-3 people about their experience with your company, but a dissatisfied customer will tell 8-10 people about their experience. The odds are not in your favor. And the worst part about it? You have no idea it’s going on!
So what is the solution? Consider Call Smart.
What is that, you ask? Call Smart is a revolutionary point of sale, mobile system from Callahan Roach Business Solutions that runs on both Droid and iPad. It features a unique and secure logon for each tech, and is customizable, utilizing your graphics and information.
Stay tuned for more blog posts on this subject. In the meantime, take some time to go through recent invoices generated by your service technicians to see if you are fully satisfied – or if you think there is a better way to go.