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The shop I work at went from 5 callbacks a week to maybe 1 after we started doing this one thing
About 4 months ago, the owner got us all to start using a simple checklist (like a physical paper one) for every single repair ticket, even the 'just needs a new drive' jobs. It felt like a pain at first, you know? But the before-and-after is crazy. We used to miss stuff like loose cables or forgetting to set the boot order, stuff that would have people bringing their machines right back. Now we catch it before they leave. Has anyone else's shop had a big drop in callbacks from something simple like that?
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amymason8d ago
Yeah, that tracks with what I read in a trade magazine last year. They profiled a shop that cut their callback rate in half just by making a simple checklist for basic cleaning jobs. It wasn't for the tech, it was for the customer. Things like "confirm desktop icons are present" and "verify printer test page works." Stopped those "you broke my printer" calls that were just a disconnected USB cable. It's the dumb, obvious stuff that always slips through when you're in a hurry.
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dakotal168d ago
Oh man, that hits way too close to home... my personal checklist for leaving the house is basically "keys, wallet, phone" and I still manage to blank on one of them at least twice a week. Applying that level of forgetfulness to tech work is a scary thought. It's so smart to just make the simple stuff foolproof, because we're all fools sometimes, especially when rushing. That printer example is perfect, the number of times a cable just gets nudged is crazy.
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