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Productivity

Productivity. the Value of F irst C all C ompletes James Dolbeare AAA Appliance Service Center. 1 and Done : FCC. It’s the secret to higher margins. Benefits. Customer satisfaction Increased bottom line Increased margin Building a profitable service company.

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Productivity

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  1. Productivity the Value of First Call Completes James Dolbeare AAA Appliance Service Center

  2. 1 and Done : FCC It’s the secret to higher margins

  3. Benefits • Customer satisfaction • Increased bottom line • Increased margin • Building a profitable service company

  4. Risks of not doing first call completes • Not meeting break-even • Losing money on the second trip • Loss of customer satisfaction • Potential negative online reviews

  5. What is your percentage first call completes? • 75% - 85% is goal range • Self servicing dealers can be as low as 50% - 60% • How to calculate this percentage will be in the next class • Important to track because you can’t manage what you can’t measure

  6. Productivity Ratio • Actual divided by theoretical • Example: • 6 completed calls • 10 dispatched calls • 6/10 = .60 = 60% ratio • Impacts the CODB and is a key factor in your pricing Actual Theoretical

  7. Your Goal should be 6 completes per day per tech

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