In this article I’ll give a basic outline of what I do on service calls. I know that after several years in the field most technicians get into a routine of how to approach calls so I know it will not be the same for everybody and every company. But, this information may be particularly helpful to “new to the field” technicians in getting an idea of where to start and, as time goes on, how to develop a personal service call system. As for you seasoned techs, well, I’ll try to provide useful information on things you may have used in the past and have forgotten and can re-apply to your routine in the future.
Preparation Before the Service Call
First, make sure your service coordinator is getting all the pertinent information such as make and model, problem reported on the machine, customer contact name, phone number, full address, hours of operation, and department. Pricing should be talked about so there are no surprises once the service is complete. Nothing is worse than showing up on site and then finding out that either you or your customer, or both, don’t know the full situation. Continue Reading