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comebacks
how does everyone deal with tech comebacks?,we eat them ,but how do you make the techs acountable?
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3 Replies
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Dan Goninen wrote:
> how does everyone deal with tech comebacks?,we eat them ,but how do you make the techs acountable?
Dan:
I like to see every employee on some type of significant incentive pay system where it costs them money if an issue occurs that is definitely their fault. There are countless ways to do this, and it has many benefits.
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Tom helped us set this up .It just seems like we get a lot of part failures and customer concerns and not that many comebacks… Yea right. But we have improved.The tech who had the concern does not get paid time and if they are not available the tech who had to fix the concern gets actual time and subtracts it from the tech who first did the job. The peer pressure between the techs helps a lot.
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Dan Goninen wrote:
> how does everyone deal with tech comebacks?,we eat them ,but how do you make the techs acountable?
Though not enjoyable, it is ethical for the business to eat the comebacks. It is not ethical to make the employees subsidize the shop operations. If the only way a tech can be profitable is by having him pay for comebacks you should fire that tech.
As far as making the tech accountable, make sure he understands that a pattern of stupid comebacks is rewarded with a pink slip.
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