Trade the Job – Diagnostic Fees: Part 2

Trade the Job – Diagnostic Fees: Part 2

Steve Stone
Owner’s Spotlight
ShuBee®

 

How you manage your technicians is imperative. Your service manager needs to know every time a job is being diagnosed. If we sent them to a job and they diagnosed the job but didn’t trade the job, that would be strike one for the day. We let that slide. If we sent them to another job and they diagnosed it without trading it, that was strike two. So then the service manager called the tech and said, “ What’s up? Why didn’t you trade that job? That was your second opportunity today.” If the tech had a third strike for the day we sent him home. Our techs knew on the third strike they would go home. I have to say in all the years we were in business it was extremely rare we would send a tech home.

If one of our service techs missed an opportunity to trade a job, our service manager would call the client and ask if the tech explained what the he or she needed to do or if they mentioned we offered a five-year warranty or any other added values. The service manager would even let the client know the tech was still in the area and could come right back.  We would be amazed how many times the client would say they were fine in that moment but would call back the next day or following week. It became evident we had built good will; so then that customer became our client.

But let’s say your tech did everything you trained him or her to do and still didn’t trade the job. When the second technician comes in from another company working either by the hour or working flat rate and doesn’t have that same appearance and professionalism, you will get a call back. Even if the other guy is cheaper, you will still get a call back.

 

Be sure to check out next month for part 3 of Steve’s story!