Reducing Callbacks and Reducing Callbacks and Warranty WorkWarranty Work

By Manuel TarinBy Manuel Tarin

CallbackCallback

Any visit to a customers home before Any visit to a customers home before warranty period expireswarranty period expires

Happens for many reasonsHappens for many reasons Usually avoidableUsually avoidable

WarrantyWarranty

Any work performed free of charge to Any work performed free of charge to customer but at cost to companycustomer but at cost to company

Very costly to companyVery costly to company Customers get upset because work Customers get upset because work

was not done right the first timewas not done right the first time

CausesCauses

Lack of trainingLack of training Unclear instructionsUnclear instructions Laziness and poor workmanshipLaziness and poor workmanship

Most Common MistakesMost Common Mistakes

WiringWiring Mismatched wiresMismatched wires Grounding issuesGrounding issues

What’s wrong here?What’s wrong here?

LeaksLeaks

Improper soldering methodImproper soldering method Wrong kind of solderWrong kind of solder Don’t check hard to reach spotsDon’t check hard to reach spots

Checking for leaksChecking for leaks

Vacuum to 500 micronsVacuum to 500 microns

Effects on CustomerEffects on Customer

Lose trust in service companyLose trust in service company Call somebody else next timeCall somebody else next time Tell their friend and family about bad Tell their friend and family about bad

experienceexperience

Effects on TechsEffects on Techs

Lose time and money going backLose time and money going back Have to deal with angry clientsHave to deal with angry clients Lots of paper workLots of paper work

Ways to Reduce Ways to Reduce

Employee trainingEmployee training certificationcertification Bonus for low callback and warranty Bonus for low callback and warranty

ratesrates

Benefits to CompanyBenefits to Company

Happy CustomersHappy Customers Free word of mouth advertisingFree word of mouth advertising Ultimately higher profitsUltimately higher profits

QuestionsQuestions