Technician Transparncy, honesty, integrity
We at Perfect Appliance Care, only care about our customers home appliances so that our clients spend most of their home time with their famiky and friends.
Failure, Fault, Breakdown, Problem, Issue, Stuck, what to do now? our clients least bothered with such terms because we take care of their such terms and we are only a phone call away.
Our clients, customers are like our family and we prioritize our services to our existing customers, clienta first.
Our Clients are Our 1st Priority.
Our Clients' Referrals to us are also 1st Priority but after our 1st Clients.
Our Repeat Clients and Referred Clients are our number 1 priority. Why?
Those companies, businesses, technicians who do not satisfy their clients/customers would never get Repeat and Referral Business from them.
It means they have to spend more time, efforts and budget to reach out to client. Further their cost of having customers is way higher than us.
So they tend to charge more where ever when ever possible to cover their advertisement expense, which is in thousands now a day even for a single technician what to talk about a company.
On other hand because of our low cost advertisement budget we tend to charge less where ever when ever possible to satisfy our clients/customers.
Last year I had an experienced technician with over 30 years in business who misdiagnosed my clients washer and yet charged $250.00 dollars. I get rid off him in no time because his focus was not on solving the problem of the customer/client and he only focused on getting paid for the visit regardless of problem is fixed or not.
My customer complained that her washer is not removing the water completely after rinse cycle. My so called 30 years of experienced technician who lives in Brookside Surrey and also an instructor at a appliance repair school in Delta, BC diagnosed the washing machine and he quoted to client that it needs a drain pump. He spent half an hour on the machine and tested in diagnostic mode.
My client consented to his estimate. He ordered the drain pump but it was on back order from GE and aftermarket. He decided to go there again without the drain pump. He again spent more than half an hour doing further tests. First time he charged 150 for the visit and during 2nd visit he charged $100 without solving the peoblem.
Interestingly I was also present there both times. After second diagnose he is still stuck at drain pump and told customer it would take some time to get the drain pump.
I realised that during his diagnostics, the basket was nut spinning. So I leaned down and checked the belt and belt was off. And also it was damaged. So I installed the belt and washer started working. But I had extensive experience in drive belt pulleys even with timing belts in automotives and I knew this belt won't last. I still let him handle the washer problem. I told him belt is damaged. He said no no it is fine. So we left. But he felt bit ashamed that I caught his misdiagnose.
Few days later my client called my 30 years experienced technician about the existing problem. He hanged up on her. He did not even replied ro her emails.
I fired the technician when she compalined again that her washer is not rinsing properly. I knew what it is! The belt!
So I bought brand new belt and installed it. The rinsing problem was gone. I did not charge the customer even a single penny. Not even for the belt and my third visit.
I apologized to the customer and told her that I have fired the technician.
Some appliances might be not worth fixing or customer do not want to spend or çuatomer do not want ro wait for the back ordered part and so on but bottom line is as a technician you must be transparent, honest and crystal clear with your customer.
But if a technician has poor skills to diagnose the problem in 1st time or 2nd time then what good is his 30 years of appliance experience to your company and most importantly to your client/customer. So it is highly recommended to appliance repair companies that before hiring a technician you must shadow him/her to few service calls.
Why it is necessary? Unlike an automobile or appliance repair shop, if you are hiring a mobile technician and he is hiding the source of parts and misdiagnosing the appliances and keep charging without fixing the problem the chances are he is a crooked and corrupt person. How can you trust his integrity and conduct if he fails in very basic steps of customer service.
So customers/clients must also ensure the integrity and conduct of a technicain to whom you are going to entrust in your very privacy place called home apart from company reviews. Even though a technician is the company's face and reputation, but not all technicians are honest, transparent, crystal clear with either company or your customers/clients. Especially if you are hiring technicians who will represent you and your company in your customer/client's private property.
An profesional technician have all the following qualities as minimum:
1. He/she is respectful to customers private
property
2. He is courteous and respectful to customer and the other family members or guests
3. He is skilled and good in diagnosing the problem during 1st visit.
4. He is trust worthy and provide cuatomer with honest opinion
5. He is genuine and use genuine parts for repair
6. He is authentic anď charge reasonably by putting himself in customers shoe.
7. He must be honest in diagnostics, estimate and invoicing.
8. Without it you can not satisfy customer and can not earn their respect for Repeat and Referral business.
9. Without Repeat and Referral, no authentic, reputable business can survive in the market.
We at Perfect Aplliance Care strictly adhere to our policy of Repeat and Referral business and any technician short of such policy commitment is not welcomed at Perfect Appliance Care.
Management
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