There are times we get to a
service call and find a miscellaneous repair that takes us
moments to correct with no parts used. The question now is:
Do I quote a repair or just collect my Diagnostic/Service
Call Fee?
Or, your staff performs a service, and never thinks about
quoting the appropriate repair. Besides not having a labor
rate high enough to cover costs and provide a return on
investment, this is an issue many struggling companies deal
with.
To stay in business, we must collect for the service
performed, but that doesn’t mean as a company you can’t
waive miscellaneous repairs. As a business owner you must
then incorporate the corresponding fee into your overhead
and consequently increase your labor rate to compensate.
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Here are
some sample repairs we often find overlooked:
•Turning a switch on
•Part procurement
•Return trip
•Working in difficult-to-access locations
Our suggestion is to always quote for repair work performed,
and if you determine the best course of action is to waive
the repair, show the work as no charge to the customer. This
shows you are a compassionate company, shows the value of
the work performed, and provides the documentation necessary
should there be a call back.
Here are examples of actual service calls ...
Customer
Won
Customer Lost
We recommend
always documenting the appropriate repairs even if you
decide to waive them.
Interested in
this topic? Read another Coolfront blog post on
Unapplied Time: The Service Department Killer.
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