There are three main objectives when a SolutionOne technician goes on a service call.
Fix the machine – the 1st time. This means not having to reschedule for parts, further research, or further assistance.
The procedure we use on every service call is referred to as a “Minimum Call Procedure” – or MCP. An MCP consists of contacting the customer upon arrival to verify the nature of the problem. It is far too common to find the problem that was called in was never actually the problem to begin with. Once the problem is verified, we test all other functions of the machine – providing the machine is operational (doc feeder, all paper drawers, manual bypass, duplexing, all finishing functions) to verify there are no other problems. We then repair the original problem, and any other problems we may have come across while testing. We then clean the machine from top to bottom. This includes wiping down the covers and finisher exit trays, cleaning the optics and original glass, and cleaning the paper dust out of the paper trays. When cleaning the paper trays we also check to make sure the paper is loaded correctly, and reload the trays as necessary. We also check the counters on the machine to help determine when certain parts are reaching their end of life. Once the machine is clean, we retest all functions again. If the end user is available, we ask them to test the machine to make sure they are satisfied with the repairs.
Do not get a callback. This goes hand in hand with #1. The tech does not want a callback because it wasn’t fixed the 1st time – or for any other reason.
A callback is determined by a set of parameters that are specific to each model of machine. The parameters are “number of copies run since the last service call” and/or “number of days since the last service call”. As long as the next call for this machine exceeds either of these preset parameters, the call is not considered a callback. A callback does not have to be for the same problem as the original call (for example – the 1st call was for jamming, the 2nd call was for copy quality). The call does not have to be anything the tech did, or didn’t do. Some tech favorites are calls for jamming that turn out to be the customer loaded the paper wrong, or lines on copies that are caused because the customer did not remember to clean the slit glass under the doc feeder. Thankfully our Dispatch/Triage team does a fantastic job, as do the techs, by calling the customers and attempting to “phone fix” the call so a tech does not have to be dispatched. On average for the last 12 months, SolutionOne has phone fixed 30.6% of the total calls each month. To put a number to that percentage, on average we are clearing 187 calls per month by phone.
“Fix” the customer. This can be the most important, and most difficult, task a technician has to master.
What does this mean? Fixing the customer is a lot about earning the customer’s trust. If our customers trust our work and trust that we will do everything we can to fix their equipment, it will be much easier to keep them as customers. The best example I can give is a technician who was here many years ago. He was a GREAT guy and an OK tech, but his customers were extremely loyal to him. There was one time I covered his territory while he was on vacation and I responded to a call for one of his customers. All they cared about was, “where is our regular tech? Is he alright? When will he be back?” I responded that he would be back on Monday. I proceeded to rebuild this machine from top to bottom. When I was done, the machine was singing medleys from the Sound of Music. On Monday they called back because they wanted their regular tech to check out the machine to make sure I hadn’t messed something up. They did not know me and I hadn’t earned their loyalty. That is a loyalty that is extremely hard earn – but it’s something we work at every day.
By Chris Logston, Field Service Manager for SolutionOne