See past CSC Edge issues here!
Every time you get a service call you are dispatched to go out and repair or fix something. The question is, "What do you actually fix on every call?" The answer to this question seems obvious, but many times we gloss over the real complete answer. When you deal with repairing equipment you must deal with the physical product and also the people and companies that you impact on every service call. Are we all conscious of that and do we check all the FIXED PROFESSIONALLY boxes when the work is completed?
First of all, the obvious is that you successfully repaired the product that you were called upon to fix. Not working when you got there and working when you left is the big box to check on every successful service call. That is the simplified assessment of your performance. Sometimes that is not the case, and then you have to ask if you have done everything possible to get the item repaired as fast as possible and does the customer understand that fact? Were you able to get the item repaired enough so that perhaps it can still be used for a short time until the final repair can be completed? Was the repair completed using the best, new parts available without compromising the overall operational integrity of the unit that you just fixed? In other words, can you put the Blue Label of technical excellence next to your work on every job?
You also may have to possibly FIX the reputation of the manufacturer who built the unit you are asked to repair. Things break, and the manufacturers look to the service industry to keep their equipment working after the initial purchase. Right off the bat the customer is being inconvenienced by the equipment outage you have been sent to repair and if possible that company’s reputation should not be tarnished more by the comments of a service technician. We all have product favorites, but we should do our best to help FIX the manufacturer’s reputation every chance we get because it makes you and your company look professional and does not make the customer feel like a poor decision maker. You are there to fix and provide expertise on the item in question but should avoid philosophizing about the pros and cons of one manufacturer’s product versus another.
The last fix is probably the hardest and the one that is overlooked the most and it involves your own skills, knowledge, performance, and attitude about the work that you do. You should be proud of the service work that is provided each day and be critical of your own performance without anyone looking over your shoulder. Did you understand the newest technology? Were you up to speed on the unit that was being serviced? Did you have the parts needed to fix the item in one visit? Did you have all the tools needed to do the job properly? Did you politely educate and explain the situation to the customer? Did you represent yourself and your Company as a true professional? The best in all professions always take the time to fix themselves after every outing without being prompted by anyone else. Perfection is a hard to goal to achieve but the best of the best never stops trying.
Author: Don Pierson, Treasurer