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Workflows, efficiency, satisfaction, and profitability
For any service operation to be efficient, it must have and follow clearly defined workflows. Workflows are planned and follow a specific series of events.
Do More, Make More with Commission Technicians
Commission-based pay may relieve the business of unnecessary overtime expenses by rewarding for productive, not idle time.
Something’s Not Right, but I’m Not Sure Where to Start
The Service Scorecard is comprised of 14 multiple choice questions regarding service management, operations, financial, and marketing aspects of your appliance service business.
Competition for the Service Industry is Heating Up
Simply put, the existing service networks aren’t delivering to meet the needs of the manufacturer or the consumer — self-servicing dealer networks included!
The Importance of Reviews
The sooner you ask for a review after a sales, delivery, installation, or service experience, the better the chances are you’ll get one. I am talking minutes, not days or hours, after leaving the customer’s home.
Efficiency = Profits
Whether in warranty or not, the goal is to accomplish this by repairing a household malfunctioning appliance.
Measure for Success
Two of my top management measuring tools in service operations are separate department financial statements and technician Key Performance Indicators or KPI.