Backup Maintenance

[Gary]

I like that, Gary. But speed is regrettably a high priority when you bill service work. The most likely negotiating point with a customer is how long the repair took. Right after obvious callbacks.

In almost all cases, the customer has no idea how long the repair should have taken. It has been my experience that customers who negotiate will do so regardless.

I have known contractors who will pad the bill a little, knowing who the negotiators are, then shave it down for them, and everyone is happy.

Not that I would recommend such a practice, mind you.

In any case, this is your cross to bear. The service tech's cross is callbacks, and quality of work should always be his main focus.

Everyone tries to avoid what gets him in trouble.

If you tell the service tech he takes too long, he will cut corners, and the quality of his work will suffer.

If you tell him about his callbacks, he will try to improve the quality of his work.

Which would you have him do?