Heating Help

Oil Guys

What do you think is a good callback rate for techs? I know 0% is the goal, but not very realistic. Does anyone have a benchmark that they use?

#'s

Didn't mean to come off that the numbers determine everything. Just that these are definite trends that need to be looked at. Do I flush a guy that hits 5%? No, we sit down and talk about what he may be doing wrong. A lot of times it is procedural and just needs more training in certain areas. Most techs respond positively, because they don't want customers upset with them on callbacks. I am talking about 5% being unacceptable when the tech just refuses to change the way he works to fix the problem, or just cannot technically get to the point he needs to be to do the job. Believe me, I have worked through many techs over the years and given them every chance and an enourmous amount of help so that it works for everyone, the customer, the tech and the bottom line. Pat

As a disciplinary tool there are just too many variables. I try to weed out those callbacks that really aren't, but there's so much gray area. Training and an improved service force are the ultimate goal.

Call Back %

We invoice out our callbacks at full rates and a good tech should stay below 3%. 3 - 5% is normal for a tech still learning and over 5% is unacceptable. Pat And yes, 0 would be great, but unrealistic

I am more lienant...

I do not scare the tec's BUT.....If it is a call back, I will send the same person to not only learn, but give him or her a chance to explain what happened. VARIABLES,.that are not always foreseen can bite you in the Ass and since in my opinion there is an EMERGENCY shortage in good tec's, I try to take it as it comes,.....Then I can make the determination. Being a biz owner now, but still have my service smarts, the last thing I needed was to have the Boss setting #'s on what was and what it should be. Don't get me wrong I know profit is everything, but the serious tec's and the not so serious tec's can be easily separated......and they are treated accordingly. Even if I knew everything, I would not have to do this for a living, so go easy and I still do believe in the 3 strikes and your out rule.....:-) I cannot tell you how many time I have been at bat in my younger years and I still don't know it all But I know where to find the ANSWER. I will never give up. These are the guy's you want to KEEP..... My .02 and some change...:-) Mike T.

callbacks

seems every year we have one or two service calls that require call backs since the burner is running when i get there unless it acts up it is a guessing game sure take pump pressure check cad cell but there can be 30 different reasons it went on safty a few times it looked like the primary and ended up being the motor experance helps lower call backs also maybe an incentive program tell the techs they get a bonus fo few or no callbacks maybe they will try harder

It depends on what the initial call was for. If it's a tune up and you get a call back for a leaky filter then thats not acceptable. If it was a has to reset call and the tech replaces a control or motor and next week you find out the coupling was bad then that is a problem. Every call is different. You can usually tell if a tech is any good after a month or two. To set numbers on good techs isnt something you should do if you want to keep them.

Thanks guys

I fully agree with you Mike. I am just putting together a tracking system and will use the info for training purposes. I will always try to train before anything else. We are a big company and this will help identify problem areas where more info 3-5% is about what I was thinking too, Pat. Thanks.

call backs

I think for training purpose it is agood idea.with the amount of techs that you have, some are going to exell in the many, tasks that are required for a full service company. heating, air conditioning, hot water. provided they are givin training in all fields.I have worked with techs right out of trade schools,that have know idea what a fan & limit is! I tell them thats my blood pressure monitor!call backs can be tricky ,you know.but i think your on track for training.

I am more lienant...

> We invoice out our callbacks at full rates and a
> good tech should stay below 3%. 3 - 5% is normal
> for a tech still learning and over 5% is
> unacceptable.
>
> Pat
>
> And yes, 0 would be
> great, but unrealistic

I do not scare the tec's BUT.....I fit is a call back, I will sent the same person to not only learn, but give him or her a chance to explain what happened. VARIABLES,.that are not always foreseen can bite you in the Ass and since in my opinion there is an EMERGENCY shortage in good tec's, I try to take it as it comes,.....Then I can make the determination.