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i have been looking through some adverts on line for appliance repairs
for some new ideas i can incorporate.I came across this line in a washing machine repairers ad.
“95{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} jobs completed on same day visit”
can anyoneone here beat that. I am lucky to have 50{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of jobs completed
on same day some days.Re: success rates
95{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} total bullshoosh!
80{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} is a realistic average if you interrogate the customer beforehand and have a full van stock of common parts across all brands. But advertise 95{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} and many punters will be happy to read that tripe so you can’t knock the sentiment.
Re: success rates
80{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} is about right if you adhere to Martins criteria above AND you only repair 2 Brands of Tumble Dryer, Indesit & Hotpoint.
Other than that, you do well at 50{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} so don’t fret too much.
What you’ve been doing is essentially called ‘Research’. Research is of the upmost importance if you are considering online advertising and one of the perks of doing this tedious ‘research’ is finding the Ads or sites that just plainly talk rubbish.
Two of my personal favourites are: No Call Out Fee (Should also say: If the person before you didn’t have a repair, you are paying for it if you have yours done OR It’s free to get me to knock your door but if I open my tool bag it’s a minimum of £X.XX) and Free Estimates (Should also say: I love to de-value my knowledge, skills and expertise but I will find a clever way for you to pay for it).
Kind Regards
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Re: success rates
It depends what you mean by success rates. In my case every job has the potential to be successful one way or another.
It would typically starts off as repair call and if you are able to repair then that is good. If you are unsuccessful to repair due to board failure, sealed drum and obsolete parts then you have succeeded in identifying the faults which is a success for you or the customer but getting that repaired is another matter.
Some brands you get more success than others. In my case it would be Bosch, Hotpoint and certain whirlpool variants. Others are pot luck.
Re: success rates
Or 1st time completion ! When I worked in Manufacturers service the required 1st time completion rate was 86{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} which in real day terms was 82{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} for most engineers and that was with one manufacturer and 5 brands with a full decent van stock
Sent from my iPhone using TapatalkRe: success rates
Success rates for the big boys equates to basically how much you can fiddle, your basically under pressure to provide good figures for the people further up the growing pile of shit, figures mean more to them as they have no idea what there doing but can assimilate 80{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} is better than 50{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} and so on, so it encourages creativity such as you basically tell the computer you fixed on 1st visit and get an engineer to recall back as an extra off the books visit. :rotfl:
One big know it all company has no van stock, they still believe engineers can fix 1st visit in over 80{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}, one manager (from outside the industry) boasted he can get 95{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} 1st fix, resulted in a few stressed engineers on long term sick and a few more notices given.
As for indies an experienced person maybe able to achieve it, but sustained over time, I very much doubt it, customers are experts at leaving out info or basically a bit thick, so 100 {e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} accurate fault info to diagnose over the phone, not likely.
Chances are the indie is just doing what the major boys do and lie, well its not really a lie, just not accurate.
Re: success rates
lee8 wrote:One big know it all company has no van stock, they still believe engineers can fix 1st visit in over 80{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d}, one manager (from outside the industry) boasted he can get 95{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} 1st fix, resulted in a few stressed engineers on long term sick and a few more notices given.
Do you live in a Walter Mitty world or what? That you would be privy to a “big know it all company” that would confide you such nonsense? “95{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} fix…. Stressed engineers bollocks…….? Leave off lee8 we are not a bunch of naive white goods disciples resting on your every word. (Sigh)
Re: success rates
lee8 wrote:
Chances are the indie is just doing what the major boys do and lie, well its not really a lie, just not accurate.
That is the most offensive thing you said about Indie. There are some cowboys out there but for someone to advertise the high success rate which is untrue then it is misleading and an offence to say such thing without proof. And there are consequences of doing so.
Implying that one of us on WTA would dare inflate the success rate figures in order to win jobs. It’s against the principles of WTA and it is immoral. There are talks on getting good customer service and getting the basics right. The standards are high and we should be proud to be part of a good trade association.
If that what you think of other indie (fudging the success rates) then it must mean you look down on us.
Re: success rates
I don’t think offence was actually meant, bear in mind, it’s not like me to defend lee8. 😉
And, I’m not so much defending as offering a counter point of view.
Most customers and a good number of truly independent engineers are just fine, no problem at all. Most manufacturers are “okay” most of the time even if they do kinda live in their own little bubble in some ways just like everyone else.
This is not deliberate or especially bad, it just leads to a bit of confusion.
What one party sees in this industry is most definitely not what or the same way that someone else will see things, over the years I’ve come to learn this. Usually through bitter lessons. 😕
What you see when you look at engineers is many that, most of the time do the job well and just get on with it. Some when they get a problem are a nightmare making out that it’s not their job to repair things, which is sorta running counter to the notion of the chosen profession.
Some just out and out lie. Cheat. Deceive.
You get the picture, it’s a mixed bag.
Now, when you sit and look at a lot of calls like many do, especially insurers, manufacturers and such then you have a different perspective and it’s very easy to get pretty despondent about things. You see, what you tend to find is that anyone that has any real dealings rubber stamps and puts to bed the vast bulk of calls, no issues.
But there’s the ones that pop up over and over, usually the same problems and often the same people. More often than not exactly the same data and patterns in what goes off.
So you form a picture and you know that stuff like, “wire off pump”, levelled machine and test”, lubricated XXX”, refitted belt and the likes are usually just a sham to get paid.
Now, before anyone goes off on one there’s many reasons why this industry is that way and it’s a very complex subject involving bonus systems, training, an easy life and a host of other things.
What lee8’s saying, badly I will acknowledge, is that there are those that do cheat the system or, think they’re cheating and getting away with it and the larger the operation is, the easier that becomes. That breeds an attitude that often pervades beyond the original larger organisations as engineers leave to go to other businesses, out on their own and so on. Sorta like a plague if you will.
What he didn’t say was that not all are the same and, neither would I. Mostly because that would be completely untrue.
But I’ve seen this first hand, many times and I understand why that, especially in larger service operations, that this sort of thing goes on.
John summed it up brilliantly in one phrase, “What gets measured gets done.”
Sadly a lot of bad things fall off the back of that. Especially if you’re measuring the wrong things, which is a part of the point lee8 is making.
In his example the focus is on first time complete calls, not customer care or getting the best outcome for all involved and, that’s not the fault of the engineers or employees.
When you’re a small business a lot of that you just wouldn’t get, especially so if you don’t do contract work to any great degree and understand the pressures there. Likewise, the repairers that even do contract work don’t understand the focus and pressures from the client all too often.
That said, a lot of you have either worked or came from that kind of environment and, it ain’t getting any easier.
When you look at it all from a different perspective and a bit of understanding you just think the whole system is mental and just seems designed to breed distrust and bad habits. Not deliberately mind, it’s just a by product largely of a distant age in some ways clashing with the modern world and business systems.
That leads to people not in your shoes looking at you in a completely different light from the one you might expect and, as usual, it’s the few bad apples…
K.
Re: success rates
kwatt wrote:I don’t think offence was actually meant, bear in mind, it’s not like me to defend lee8. 😉
Thanks.
I’m only offending people if their guilty because there lazy or full of s888, if not, no issues.
Most customers and a good number of truly independent engineers are just fine, no problem at all. Most manufacturers are “okay” most of the time even if they do kinda live in their own little bubble in some ways just like everyone else.
Its a bubble all right, due to an industry with egos larger than their IQ’s or experience, there are a few minor managers unable to manager teams because the higher manager wants it done his way, yet it cannot achieve the required results and your bashing your head in as you cannot change it.
Maybe its me, although I just suspect some here have been away or never been involved with the big boys.
But there’s the ones that pop up over and over, usually the same problems and often the same people. More often than not exactly the same data and patterns in what goes off.
Made me laugh yesterday, spoke to client who has an intermittent no function on a Zanussi W/D. Engineer attends and told the client to clean the dispenser. :rolls:
Really, I could list many many many many more.
What lee8’s saying, badly I will acknowledge
Thanks that hurts, I do have feelings…….. somewhere. :rotfl:
What he didn’t say was that not all are the same and, neither would I. Mostly because that would be completely untrue.
I kinda hoped people reading my comments had the capacity to understand that I’m talking more specific.
But I’ve seen this first hand, many times and I understand why that, especially in larger service operations, that this sort of thing goes on.
John summed it up brilliantly in one phrase, “What gets measured gets done.”
Sadly a lot of bad things fall off the back of that. Especially if you’re measuring the wrong things, which is a part of the point lee8 is making.
Listen its simple, if your provided with the correct tools to do the job, you can get it done.
But if for example you place a budget on the cost of how much you can spend/order on parts per month and you have say 40 US style units with knackered compressors taking up most of the budget, what do you do for the rest of the 200-300 other appliances that month.
It goes from the bottom to the top, everybody is covering their own butts.
Giving people drum changes with ten calls does not help, but is a regular occurrence or giving ************ drivers * days classroom training then letting them loose as qualified engineers also does not help, knackers your budget as their ordering multiple parts on multiple visits, if you had your way you’d sack them, but you can not as there employed it is not there fault & there is no replacements anyway.
In his example the focus is on first time complete calls, not customer care or getting the best outcome for all involved and, that’s not the fault of the engineers or employees.
Customer care, yeah that is sugar coating. Its the ones trying to care for the clients that usually get the most pressure cos the budgets been blown. :rolls:
That said, a lot of you have either worked or came from that kind of environment and, it ain’t getting any easier.
K.
I know more engineers of sick than I’ve ever known before, usually engineers just moved on, companies had to change or they lost good staff, now there fully aware there is no option, people are staying and frankly starting to either fall apart or try to make the best of it.
Re: success rates
Implying that one of us on WTA would dare inflate the success rate figures in order to win jobs. It’s against the principles of WTA and it is immoral.
Its nice to hear someone has some decency. Not many like you out
there.
I used to get customers say they selected people out of the Yellow pages because they thought Yellow pages vetted their advertisers. How wrong they were…May I ask what’s your stance on advertising ‘no call out’ & ‘same day service’? If that isn’t the case 100{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of the time…
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