First-time fix rate: the number that pays for everything
Every second visit costs you a truck, a tech and a customer’s patience. Here’s what moves the number.
A second visit for the same problem costs more than the first: the tech drives back, the customer takes another morning off, and the job you could have done instead waits.
The three causes
- The wrong tech: the job needed a skill the tech didn’t have.
- The wrong part: nobody knew what the unit was before the visit.
- The wrong information: notes from the last visit never reached this tech.
Each one is a dispatch problem, not a technician problem, and each one can be fixed before the truck leaves the yard.