Just hit 1000 service calls on my own van and it made me rethink something

I always thought the goal was to get in and out fast, you know, keep the numbers up. But when my app ticked over to call 1000 this morning, I looked back at my notes. The last 200 calls, where I started really taking the time to show the customer the old part and explain the fix, had way fewer callbacks. I'm talking maybe 2 or 3 callbacks total, compared to a dozen in the 200 before that. It adds maybe five minutes to the job, but it saves me a whole trip later. I used to think that was just extra time, but now I see it as part of the repair. Anyone else track their callback rate and notice a sweet spot for customer explanation time?

2 comments

2 Comments

seth_nguyen20d ago

Totally get where you're coming from. I had the same realization a few years back after tracking my own callback numbers. Spending those extra few minutes explaining the problem and showing the old part builds trust and cuts down on repeat visits. It feels like wasted time at first, but the numbers don't lie.

adams8220d ago

Yeah, "the numbers don't lie" is so true. I read an article once that called that explanation time "preventive customer service" and it really stuck with me.