7 Essential Steps for Reducing Callbacks And Building a Service Based Culture
Beware of the Printer Parts Swappers
In the printer service industry, there are 2 types of technicians: diagnostic technicians, and part swappers. Most service teams have realized that developing a group of technicians who can troubleshoot is essential for driving growth.
Part swapping will get you only so far. But being a successful technician ain’t easy. There are many variables that affect devices. Types of paper, toner, power and preventive service all impact the outcome and performance of a service organization.
That’s why service leaders must do their part to create an environment where their
technicians can operate like finely tuned machines who can diagnose the most common
and probable symptoms and — in the process — reap rewards for the entire team.
By following these five crucial steps, you can reduce call backs and foster a successful
diagnostic culture within your service team.
1) Printer Technician Training
We can measure the cost of training, but we can’t measure the cost of untrained
employees. Firefighters, soldiers, police officers and EMT’s spend most of their work
time training.
Why? The fact is they can’t afford to make mistakes, they deal with life and death, injuries, and emergencies so they practice, practice, practice. That allows them to quickly evaluate a situation, make a decision based on their training and get a planned positive result the first time. Repetition is the mother of learning, the father of action and that makes it the architect of achievement.
2) Source Quality Parts
There is nothing more frustrating to a technician than replacing a part and still
having a problem, opening a box and seeing a broken part, or getting the wrong
part and having to explain to a customer why they have to come back.
Parts should be 100% post production tested before you get them. Technicians should make it a habit to check parts BEFORE leaving to go to the customer. They should check
with tech support if they are unsure of a part name or number.
3) Thorough Testing
Before starting and after repair completion, testing EVERY function of a machine allows the technician 2 things: First, by testing every function of the machine before starting he can point out to a customer something else that is wrong with a machine and the
tech will not get blamed for breaking the part or causing the problem during the repair (the tech will also have an opportunity to up-sell the customer).
Second, by post testing he can check every function and show the customer that everything works correctly and answer any questions the customer may have before leaving
Helpful Resources
4) Educate The User
An overwhelming number of repairs are caused by customers improperly using a
machine, for example running labels out of tray 2, 3 or 4 instead of the MP tray.
Taking the time to explain the positive reasons to follow the manufacturer’s recommended method for running labels (or whatever the cause of the problem is), helps the customer to keep from repeating mistakes.
5) Preparation
There is no substitute for preparation. There is a good reason the Boy Scout Motto is “Be
Prepared”. Having a stock of top quality, high mortality parts with the tech at all times is
essential. Techs having TekSuite on their smart phone or tablet for reference is vital.Pre
qualifying calls to the client, asking specific questions and having the client voluntarily perform minor testing helps to narrow the problem. Calling tech support prior to leaving for the repair if they are uncertain of any aspect of the customer complaint and during the repair helps the tech bring the correct part and solve problems in one call. Review the device history is possible.
6) Collaborative Diagnosis
Create an environment of open consultation. The medical profession practices this extensively. On the more challenging cases, doctors will often utilize a collaborative diagnosis approach. Reach out to colleagues or call the various technical support resources. Put your ego aside and bounce ideas off each other.
7) Log Results
Technicians should take notes or keep a log of failures & the solutions, especially
on the more uncommon and unusual problems. Overtime, this HP printer troubleshooting knowledge base will reduce misdiagnosis and could become a powerful differentiator.
Metrofuser is a leading global innovator, manufacturer of printer parts, equipment, diagnostics, repair information and systems solutions for professional users performing critical tasks. Products and services include hp printer parts, printers and printer repair training. Parts include hp printer parts such as printer fusers, printer maintenance kits and other hp printer replacement parts. The company's, customers include office equipment dealerships, online retailers, repair centers and MPS service providers nationwide. Metrofuser has been named to Inc. Magazine’s fastest growing companies five consecutive years.
Will DeMuth helps printer service organizations maximize service costs and reduce call backs through product placement, training, and advisory services. Will has 20+ years of product leadership experience and is part of the greatest operational team in the industry. His company Metrofuser has been honored with 20+ Leadership and Industry Awards.