1. Increase first-call completes.
Increasing the frequency of “one and done” service calls is the main secret to higher profits and customer satisfaction. Studies show the average first call complete (FCC) rate is around 70%, but your goal should be 80% or higher. To get there requires a three-step process on each call:
- The CSR must gather adequate data from the customer on the make, model and specific issue.
- The tech must use this data to pre-diagnose the call back at the office, and bring the documentation, parts, and tools they’ll likely need.
- The tech must be trained in actual troubleshooting and diagnostics — especially of computer-controlled appliances (see tip 7) — so they don’t fix what isn’t broke and fix what is.
And don’t forget to monitor your FCC rate if you don’t already. You can’t manage what you don’t measure!
2. Add-on products and services.
Another way to increase profit on each call, while also increasing your customers’ value perception, is to train your techs to offer add-on products and services while in the home. It doesn’t take much time to sell and install steel-braided hoses (if stocked on the truck), or to do a condenser cleaning, so why not give customers a full-service experience to rave about while increasing your bottom line without any additional drive time? Just make sure it is the customer’s decision, and not a surprise item on their bill.
3. Review parts inventory and service calls.
Effective parts management is a key component of profitability. At a minimum, you should review your parts inventory and ordering history once a year to look for areas of over- or understocking (though we’d recommend as often as 4 times a year).
Rules of thumb:
- If a part is used 4 times per year, keep it on the truck
- If used 1-3 times, keep it on a shelf
- If not used even once, return any you have and do not restock
You should also audit your parts distributor’s statements as there may be discrepancies in how much they’re charging you, or crediting you for returns.
4. Implement a campaign encouraging online customer reviews.
90% of people research a company before hiring them, and online reviews play a big part in that research—a recent study showed that 88% of people trust online reviews as much as a personal recommendation. Most happy customers are willing to leave a review if asked, the key is to ask. Only then will they drown out the occasional disgruntled customer (deserved or undeserved) and provide proof to new customers that your business can be trusted. You can train your techs to mention it, use leave-behinds as a reminder, and include another reminder in any follow-up survey (email or CSR phone call).
5. Spot key issues and trends in your business and market.
Every business owner should have a weekly reminder on their calendar to go over their customers’ feedback and online reviews to spot any issues or trends that need to be dealt with. Don’t just check Yelp: search “your business name” + “your city” + “reviews” to find all feedback. And here’s a tip many folks don’t think of: keep an eye on the reviews of other appliance service companies in your area. You can often identify the chief complaints of your market and implement training and strategies to avoid similar complaints and become the preferred servicer.
6. “Mystery-shop” your Customer Service Representatives.
Great customer service is by design, not accident. As the first personal impression of your company, the CSR must set the tone for the entire service experience. They must also be well-trained in gathering information for your techs (for pre-diagnosis) and in selling the job. There are two options for reviewing their performance:
- Larger companies often invest in a phone recording service that allows managers to listen in on their CSR’s calls.
- Smaller companies can ask trusted friends to “mystery shop” (call pretending to be a customer) and share their feedback later.
If they aren’t performing as desired, it’s up to you to determine if it’s a lack of training or unfixable.
7. Get ready for the computer revolution.
The computer revolution in appliances is already here and here to stay. Rather than lament the “good ol’ days” of simple appliances, smart companies are learning the skills needed to successfully repair modern appliances, zooming ahead of their competition and reaping the benefits of increased customer satisfaction and company profits.
Training is not just a key component to increasing your FCC rate. You can be the company that will work on any brand because your techs know how to competently troubleshoot and repair even modern computer-controlled appliances. And once all your techs are brought up to speed, your dispatching will be simplified because you can trust all of them to work on any appliance.
The days of specialized techs is over. A well-trained tech just needs the model-specific tech documents and the tools of his trade to work on any machine out there.
Master Samurai Tech is the industry-leader in appliance repair training, working with manufacturers and service franchises alike to train the techs of the future. Are you interested in taking your business to the next level? Want to see how we can help transform your techs into appliance repair masters?