Thanks for the comment. Yes this is a very difficult thing to track and there will always be some exceptions to the rules. Retention goes with the main “owner” of the account. Yes there is overlap between techs on this one and everyone must realize that we still function and survive as a team that supports each other 100%.

I believe “Follow ups” are what we term “Call Backs”… Sorry, you say Tomato we say Ketchup… So if you are speaking of follow-ups as a “call back”, meaning an extra service in between regular services, then that is placed on whomever last serviced the account. So if Joe is the regular tech, but Sam does his follow-up/callback then, Joe would take a hit on his call back ratio. If the customer calls back again prior to the next regular service, then Sam would take the next hit.

Again your culture must be flexible and understand that there will be overlap. I would error on the customers side, meaning if the customer needs service sooner than Joe can get there then you send out Sam. Customer satisfaction takes precedence, at least in our culture.

Hope that helps.

Can you tell me, how do you track follow-ups and retention in the real world situations where technicians team up and swap services due to illness, vacation, availability, etc? It is almost impossible to have a totally restrictive rule of one tech only to one customer. Customers like this approach until their tech is not available and realize that timeliness is at least as important. I would love to understand how your quantify this.

Thanks,

Gerry