The Service & Repair industry is a hot market right now, and as more players get into the game, the challenges of bringing repair shops up to speed with adopting best practice standards is coming to the forefront.
So, with repair businesses ranging from single locations to chains with several hundred stores, we complied a starting list of 5 best practices that will help take your approach to repair service to the next level. This list is an excerpt from our whitepaper, The Right Fix: Winning with Mobile Device Service & Repair.
- Establish solid core business practices.
Every retail business needs help with tracking cash, fraud prevention, preventing inventory outages and managing churn. A centralized retail management solution is essential to help institutionalize these activities and ensure they are rigorously followed.
- Manage your parts inventory and supply chain.
Purchase high-quality parts with lower defect rates versus generic copies. The extra cost may be more than offset in customer satisfaction and saving re-work. Maintaining a perpetual parts inventory lets you know if parts are on hand or need to be ordered from a distributor. Work with your suppliers to establish seamless processes for replenishment and special orders.
- Schedule service orders with precision.
This requires real-time visibility into parts on hand and technician schedules. Don’t guess or hedge with a customer. Give a firm fact-based quote and deliver confidently on the promise. Use a common platform to communicate exact priorities to the bench.
- Professionalize your customer interactions.
Well-designed systems let you standardize the initial service encounter and organize order-taking. Carefully and completely document repair orders. Record all relevant information about the promised repair as well as the inbound condition of the device, then capture a customer sign-off. What result is expected? Was the case scratched or dented when you took possession? It all should be documented to prevent misunderstandings at delivery time.
- Help employees with suggestive selling.
Deploy software to help guide suggestive selling and add-ons, especially at the time of pick-up. This helps the employee to create a better experience for the customer while boosting overall profit. A simple reminder to offer a screen protector or protective case can boost profits on the service they just provided. Embedding this in the POS software via a pop-up or reminder screen affords the employee better ability to sell to customers without the hassle of trying to remember all products and offerings.