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Number of service calls per day
Am thinking of going to fewer number of service calls per tech per day after the first of the year. Just seems like we can never quite complete the number of calls each tech is assigned each day. This leads to lots of invoices that have tech stating, "need to go back to Mrs. Jones' house and put on a T&P gauge" or whatever the part was that they ran out of time to do. Then our office is left trying to find a place to squeeze in a return visit to complete the required work. Often this is a month down the road before we have an available hour to re-schedule this work. Often this is not due to the part not being on the service van, but the tech running out of allotted time for that call. Currently the techs leave the shop in the morning with the work orders for that day: anywhere from three to four depending on what type of work, and how busy we are. I am feeling that doing less calls per day, but being able to complete them 100% would actually increase profitability. I also feel it would lead to greater customer satisfaction because all the issues would be handled in that one call. Hopefully this would also reduce call-backs by allowing the tech more time to properly diagnose/repair ALL the issues. Has anyone out there done what I'm talking about, and how has it worked out for you? Any info would be greatly appreciated.
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