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?