If you want to keep a high score on Google’s reviews and avoid angry customers coming back to your store, you need to make you sure to train your techs properly. Having a handbook with the Repairs Do’s and Dont’s, for example, is a great way to ensure the entire team is aligned. You can find some other great best practices in our previous article on Hiring (and Keeping) Great Technicians.
In this article, we point out one very important (and commonly overlooked) step to ensure quality repairs and avoid future headaches that might hurt both your reputation and wallet. We are talking about the importance of putting a device back together with all parts. Here’s what you should do and why:
Pre-Repair Check List
– Make sure customer has backed up their device and make it clear to the customer you are not responsible for lost data.
– Perform a pre-check to ensure all components you will be touching are working. This should always be performed with the customer as your witness so if anything is not working, the customer is aware of any additional fees that may be charged.
– Document the pre-repair checks via your POS or on a paper checklist and have the customer sign indicating findings are correct.
Putting the Device Back Together After a Repair
The technician should always put devices back together the way the manufacturer intended. If a device has missing parts from a previous repair, inform the customer and explain why the parts need to be there.
Having all parts in the proper place allows the retaining plates to keep cables seated and the foam pads on the cables to keep constant pressure, assuring all connections work properly.
The Consequences of Missing Parts
Missing parts can cause cables to disconnect from minor drops or bangs from everyday use. One little fall can ruin the customers day. Imagine if a customer goes to another repair shop in the future and finds out there are parts missing from his (your) previous repair? This is exactly the kind of situation that can potentially tarnish your store’s reputation.
Occasionally a customer may attempt their own repair and end up bringing you a bag of parts to piece together. In this case, you won’t be able to pre-check the repair, which might put you in danger, since customers tend to claim it all worked before. To avoid future issues, explain to the customer you have no liability for issues that present themselves.
Having a document with all liability terms can be a great way of dodging a bullet and maintain your standing as a premium repair store. In the end, nothing will make your business more successful than a 5 Star reputation.