IncreaseingFirst Call Completes

How do you make money on a service call?

• Pricing

• Repairing the equipment and/or costumer in a "PROFITABLE AMOUNT OF TIME"

• By increasing your company's first call completes, you free up TIME

Time is our only commodity

• How much time or MONEY can you give to EACH costumer?

• When do you start to lose your "PROFITABLE

3

" Excess revenues that could be gained by increasing first call completes"

Influences on TIME

• Dispatching Techniques• Computers in the Field• Inventory control• Part ordering process• Prescreening calls• Training• Technician Tools

4

Best Dispatching Practices!!• Routing to DECREASE

mileage/windshield time.

• Dispatching based on experience/brand

5

GPS...

Know where YOUR techs are

Dispatch is not always aware of where call are in relation to services techs

Visual impactDispatch report Arrival TimesJob timesTravel times

Computers in the Field • Handwritten invoices• Bad handwriting • NOT complete• Have to wait to get from tech

• Professional & legible• Sales recorded faster• Accurate reporting

6

INVENTORY CONTROL• Is it clean & organized?

• How often do you do inventory?

• Do YOU use universal parts?

• How much do YOU carry?

• How do you determine what to carry?

7

Part Ordering Process • Do YOU have a parts runner?• Courier service?• Drop Shipping?

• Do YOU run fewer calls EXPECTING the techs to run to the part store?

• Do you run more calls requiring all parts to be ordered?

8

PreScreening Calls• Who does it?

Understand the customers needs

• Who SHOULD do it? POP /receipt / pics

• Do YOU prescreen COD calls or just go??

• Do YOU take parts for a ride or drop ship & schedule?

9

Packing Slip to Customer

Tools• All dolly• Microwave lift table• Floor protecters • Step stool• Pull straps• Air Sled• Hand truck• Vacuum • Proper test equipment • Manometer

11

Creating the Tech (Number) • In haste to improve, many

services make the mistake of measuring too many elements or not measuring AT ALL.

• The tech number should simply be the Numbers that drive YOU to success

• 3-5 items are PERFECT 12

WHY?

• Why is it important to complete on first trip?– Happy Customer– No return trip– More money to the bottom line (flat rate)– Room for other calls later– Customer more than likely to call you back– Sell the job if you have the correct part

Motivation

• There is nothing that drives behavior better than a little old fashion competition with YOUR peers

• Management tool, there is no hiding low performers and will weed them out in a hurry

• Along with measuring,sharing, and celebrating a monetary rewards help.

• BONUS for goals• Commission for techs even office staff

14

QuestionS??