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open kimono, we are partners


We all know that one of the biggest challenges in the service business is managing customer expectations and response times. The simple fact is certain times of year there is much more demand than we have in supply (techs).  In all of the years I've been involved in service, I would venture to say that this challenge between supply and demand is the root cause of anxiety amongst our customers.  We have hidden behind a veil of excuses in the past that weren't easy to track. For instance if we were not able to return to your location we might blame it on the parts, "hey once the parts arrive we will certainly come out and fix your equipment". All along we delicately balance what resources we have to satisfy the best paying and squeakiest wheel requests. The expectations of our customers, and frankly the transparency that computerized systems often provide, we must break the mold and stop hiding behind these excuses.



Why can't we just provide the facts?  If we have efficiently defined the amount of supply that we have (our direct employees) and then blended those with resources external to our organization (subcontractors) then shouldn't we be able to flex as required to demand? Sure I can hear the naysayers through the tip of my pen, "don't bring in the subcontractor that does similar work because they will poach our customers". While I can't completely disqualify the sentiment, the fact is that blending your labor forces between internal and external labor to allow you to expand and contract is the way of the future. The root problem has nothing to do with labor, instead it has everything to do with trust. I'm referring to trust from all angles, the trust you have with a subcontractor, and most importantly the trust your customer has with you to tell them "how it is". Nobody is a miracle worker and while many clients may profess that they expect you to be "Johnny on the spot" every single time I would challenge you that the reason they say that is because you haven't provided them with visibility.  If you shared with them that you are deliberately selecting resources to go to sites based off of information regarding their sense of urgency (I only have one air-conditioner versus the other request that has 10 air-conditioners) don't you think that they would actually be on board and be more of a partner with you?



While we are enticed by new technologies often we may apply these tools without actually modifying our business approach. Information shared with your client is not bad if you have nothing to hide.



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Next post:  what is pull through and how is it optimized?

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