Just hit 1000 service calls on my own van and it made me rethink something

I always thought the goal was to get in and out fast, you know, keep the numbers up. But when my app ticked over to call 1000 this morning, I looked back at my notes. The last 200 calls, where I started really taking the time to show the customer the old part and explain the fix, had way fewer callbacks. I'm talking maybe 2 or 3 callbacks total, compared to a dozen in the 200 before that. It adds maybe five minutes to the job, but it saves me a whole trip later. I used to think that was just extra time, but now I see it as part of the repair. Anyone else track their callback rate and notice a sweet spot for customer explanation time?

4 comments

4 Comments

seth_nguyen2mo ago

Totally get where you're coming from. I had the same realization a few years back after tracking my own callback numbers. Spending those extra few minutes explaining the problem and showing the old part builds trust and cuts down on repeat visits. It feels like wasted time at first, but the numbers don't lie.

kai_stone991d ago

Preventive customer service is a good way to put it, but I think the numbers part is a little more complicated than just callbacks. You also have to look at how many of those callbacks turn into actual return customers or repeat visits for other stuff. Just cutting down on one metric doesn't always tell the whole story about whether you're building long term trust. I tracked my numbers too and saw fewer callbacks, but it was the increase in word of mouth referrals that really made it pay off. So yeah, the talking helps, but you gotta keep an eye on the bigger picture too.

grant_torres1d ago

Crack myself up thinking about how my "customer education" approach usually involves me waving a broken part around and making engine noises with my mouth. Definitely beats going back to fix the same thing twice though, even if my wife says I look ridiculous doing it.

adams822mo ago

Yeah, "the numbers don't lie" is so true. I read an article once that called that explanation time "preventive customer service" and it really stuck with me.