Objective: Find and count service visits followed by call-outs or passing visits (to the same Site)
Returning to a customer\'s site unplanned is considered not ideal, even if sometimes unavoidable. Call-backs are classified from Call-outs and Passing-visits, within certain times from an earlier visit: 1 week, 2-4 weeks, 5-13 weeks.
This can be reduced by:
- Planning works correctly: all parts needed on the van are in place. If they are not, discuss with the office about deferring. This is easier if job descriptions are read in advance, and questions asked then.
- Assess all relevant parts of the customer\'s system. The scope of our works may not cover all aspects of their system, for example non-visible structure, unseeable local water tables or water run-offs, and drainage before and after a PS/STP, yet we should think through the possibilities relevant to our scope as best one can.
- Ensuring risks at each site, on departure, are highlighted to the customer, and properly explained. Sometimes call-outs will occur unavoidably, where customers have actively decided not to go ahead with remedials. At least if they have had a proper discussion, it becomes a much simpler conversation with them.
- Providing clear information on what is needed to complete a remedial: in terms of parts needed, tools, and the steps to take. Remember that if a different engineer goes to do it, they may not have seen the site before. If you know who is going, consider calling them to talk them through the job in advance. An unplanned visit after their works may well adversely affect your "unplanned return visit" score.
Note:
- Our normal warranty only covers 30-60 days after works are carried out; however if the cause is negligence on our part, we often need to provide subsequent labour for free. The quality of your work makes a big difference to the customer experience, and both MPC\'s staff stress-levels and profitability.
- With replacement and improvement recommendations, do note potential reasons for urgency or importance. It may not make economic sense for a customer to make changes, even if there is a risk. Our job is not to maximise revenue from customers, it is to provide an excellent all-round service so customers get the right things done for their site, and gladly pay our bills.
- Values may not add up to the total, usually where more than one visit or engineer was required.