Apointment times that were kept within a quarter hour? It used to be if you made an appointment for 10am you arrived at a quarter til and would meet no later than a quarter after.
Last time I took Wendy's Beetle in we made an on-line appointment for 8am. I arrive at 7:45 and join a long line of cars. I haven't asked if they made appointments or not, and no one came by asking for those who did make appointments. By the time they took the info on Wendy's trouble the earliest they would be able to look at it was 10. Huh? Didn't I have an 8am service appointment?
I'm working repair, loaned to mass market 'cause of "rain trouble." (See the entry on what So.Cal. calls severe weather. We give the customer an 8-hour window on when we might arrive. They can not, and thus do not, hang around waiting for us. And everyone is security paranoid so everything is locked up tight and I cannot gain access to anything without the customer there -- and they ain't there! Most of my troubles I'm having to no-access. Again. Most of them were aready kicked back at least once.
If they would trust the Techs to fix the problem rather than micro-managing and chastizing them if they take too long on a trouble you might, just might, actually have problems fixed instead of tossed back into the pool. And, of course, you have to give the customer a specific time you'll be there to work their problem, and be within a quarter or half hour of that time. But that would require more techs so they have the TIME to do the job correctly. But that takes money. They rather have half assed work with pissed off customers 'cause that is a hidden expense and does not show up on the budget. And the ONLY thing that counts in this modern world is the bottom line on the budget.
I need to retire and go to the dinosaur graveyard.
Posted by Paladin at January 11, 2008 12:42 PM