8 Mistakes to Avoid as a Repair Technician
When it comes to the basics of appliance repairs, there are some guidelines you should follow that go beyond the installation instructions. Check out this list of the 8 mistakes to avoid and what you can do instead to provide the best service as a repair technician.
1. Don't Skip the Diagnostic Fee
One of the simplest mistakes you can make as a repair technician is skipping the initial appointment and diagnostic/trip fee. Before moving forward with any repairs, make sure you have that initial appointment set with the customer to get a good look at the situation. And of course, make sure you charge appropriately for the time spent diagnosing the situation!
2. Triaging the Issue
Although an over-the-phone triage is a basic step for many experienced technicians, it's a good idea for a newer repair technician to skip it. It's a great idea to ask the customer questions to prepare for the visit, but diagnosing the problem over the phone can cause issues in the long run.
For example, you could order parts that aren't actually needed or end up with a canceled appointment. This is why a good rule of thumb is to stick with that initial diagnostic appointment instead.
3. Avoid Over-the-Phone Estimates
To go along with the first two, do not give a potential client an estimate over the phone! The only “certain” charge you can give them is your trip, diagnostic or installation fee.
Even if the customer “knows” what the issue is, it is in everyone‘s best interest to move forward with a diagnostic visit so your estimate can be accurate. Remember, you're in business to make money, not lose it!
If a customer is certain about their issue, odds are they have done their own research and are shopping around for the best price…which could lead to wasting your time. They aren't your ideal customer if they aren't willing to schedule an appointment and pay your service fee.
4. Parking in the Customer's Driveway
Unless it's absolutely necessary, avoid parking in the customer's parking spot! This is something that a newer repair technician may not be thinking about, but your vehicle can be a huge liability. Instead, try to park in the street when possible and make sure you are away from other vehicles.
5. Letting the Customer Help
Some customers really want to be involved with the repair process. However, it's important to stay firm and avoid this altogether. Explain to the customer that it could be a liability issue. For example, the Accion Opportunity Fund explains that it is a business’s job to prevent a customer from foreseeable harm.
Allowing them to help with a repair without the necessary experience could be considered putting them in harm's way. Instead, you could offer to talk to them about what you are doing during or after the repair if it would make them feel more comfortable.
6. Talking Badly About Your Company
This might be a no-brainer, but speaking badly about how your company works (especially if you work with a home warranty company) is a bad idea. It reflects back on you and can be seen as unprofessional!
7. Setting Tools on Customer Equipment
Think about it this way: you wouldn't want someone to set an open cup on top of your car! Avoid leaving your tools all over your customer's equipment whenever possible. Instead, use the floor (best option) or separate designated space while working on their equipment.
8. Not Getting a Signature
When it comes to bids and bills, getting a customer's signature is good practice. This ensures that they are aware of the repair and pricing. Additionally, make sure there is a cost breakdown available to answer any questions the customer might have.
Protect Yourself and Your Company
Overall, your job as a repair technician is to provide quality service. Following best practices and avoiding these top mistakes can help you do just that!
Looking for more tips? Check out Parts Town’s new Resource Center today.