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Maximizing First Call Completes for Enhanced Productivity and Profitability

Discover the value of First Call Completes (FCC) with insights from James Dolbeare of AAA Appliance Service Center. Achieving FCC not only boosts customer satisfaction but also improves your bottom line and maintains healthy profit margins. Learn about the risks associated with failing to meet FCC goals, such as reduced customer satisfaction and increased costs from repeat visits. Additionally, understand how to calculate your FCC percentage and productivity ratio, setting your targets to achieve success in the service industry.

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Maximizing First Call Completes for Enhanced Productivity and Profitability

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  1. Productivity the Value of First Call Completes James Dolbeare AAA Appliance Service Center

  2. 1 and Done : FCC It’s the secret to higher margins

  3. Benefits • Customer satisfaction • Increased bottom line • Increased margin • Building a profitable service company

  4. Risks of not doing first call completes • Not meeting break-even • Losing money on the second trip • Loss of customer satisfaction • Potential negative online reviews

  5. What is your percentage first call completes? • 75% - 85% is goal range • Self servicing dealers can be as low as 50% - 60% • How to calculate this percentage will be in the next class • Important to track because you can’t manage what you can’t measure

  6. Productivity Ratio • Actual divided by theoretical • Example: • 6 completed calls • 10 dispatched calls • 6/10 = .60 = 60% ratio • Impacts the CODB and is a key factor in your pricing Actual Theoretical

  7. Your Goal should be 6 completes per day per tech

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