reducing callbacks and warranty work by manuel tarin
TRANSCRIPT
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Reducing Callbacks and Reducing Callbacks and Warranty WorkWarranty Work
By Manuel TarinBy Manuel Tarin
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CallbackCallback
Any visit to a customers home before Any visit to a customers home before warranty period expireswarranty period expires
Happens for many reasonsHappens for many reasons Usually avoidableUsually avoidable
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WarrantyWarranty
Any work performed free of charge to Any work performed free of charge to customer but at cost to companycustomer but at cost to company
Very costly to companyVery costly to company Customers get upset because work Customers get upset because work
was not done right the first timewas not done right the first time
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CausesCauses
Lack of trainingLack of training Unclear instructionsUnclear instructions Laziness and poor workmanshipLaziness and poor workmanship
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Most Common MistakesMost Common Mistakes
WiringWiring Mismatched wiresMismatched wires Grounding issuesGrounding issues
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What’s wrong here?What’s wrong here?
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LeaksLeaks
Improper soldering methodImproper soldering method Wrong kind of solderWrong kind of solder Don’t check hard to reach spotsDon’t check hard to reach spots
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Checking for leaksChecking for leaks
Vacuum to 500 micronsVacuum to 500 microns
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Effects on CustomerEffects on Customer
Lose trust in service companyLose trust in service company Call somebody else next timeCall somebody else next time Tell their friend and family about bad Tell their friend and family about bad
experienceexperience
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Effects on TechsEffects on Techs
Lose time and money going backLose time and money going back Have to deal with angry clientsHave to deal with angry clients Lots of paper workLots of paper work
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Ways to Reduce Ways to Reduce
Employee trainingEmployee training certificationcertification Bonus for low callback and warranty Bonus for low callback and warranty
ratesrates
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Benefits to CompanyBenefits to Company
Happy CustomersHappy Customers Free word of mouth advertisingFree word of mouth advertising Ultimately higher profitsUltimately higher profits
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QuestionsQuestions