Editing Standards (section)

== Specific to Louis: not industry ==

Test out the device to see what it needs. If the front gets busy, give it to a technician to give an estimate on it so you can move onto the second customer while the first customer waits for an estimate.

When talking to someone on the phone, if they want an estimate over the phone, tell them that it’s a general estimate that may not apply to their device and that we would need to take a look at the device itself.

=== Workplace Best Practices ===

Aim to respond to any customer email immediately after they have sent it, using information from the knowledge base. Customers often email 3-5 places to see who will reply first. In this business, often, the first shop with a decent reply will get the business.

If a customer does not give you a model number, give a range and tell them pricing depends on the model and year. We seek to eliminate friction in the process that risks us losing them as a customer unnecessarily. If the customer is ok with the price range, you have answered their question. If they are ''not'' ok with the price range and want a specific price, ''then'' you can place the onus on the ''customer'' to figure out what model machine they have.

It is not someone else’s job to clean up common areas. Don’t assume that someone else will clean up or the job will not get done. If everyone assumes that basic decency is not their job, then it will be no one’s job.

If you see a part that has low to no stock, don’t assume that it is on the way. Contact the inventory manager. Sometimes, our systems fall short. In the case that they do, we trust that our staff serves as the last line of defense against being out of stock.

If you are going to be late, or leave early, or going to take off, let a manager know. If you are leaving for longer than a lunch break, let a manager know. We may have a task planned for you or have planned jobs around when we believe you will be here. This will allow us to edit our schedule.

Do not deface, steal, or misuse company or customer property.

Do not punch in or out for someone else.

Do not do anything that we believe, in our discretion, is averse to the interests of the company or customers.

Try to ask for a password for a device, whenever possible. Tell the customer that it is not needed for repair, but to test out the devices.

Try not to rush into an estimate for a customer. Inaccurate estimates create angry customers.

Always ensure that the tools you have are working properly; don’t wait for it to die. Some of the tools we use here are difficult to find and take lots of time to replace. The sooner you let someone know that it isn’t working, the lower the likelihood of downtime that results in lost revenue.

When asking a customer what is wrong with their device, try to get as much information as you can from them by asking a series of open-ended and closed-ended questions. Such questions include: How did the issue occur? Was there a liquid spill? If so, where did it spill? Is the data important? What is the history of the device? The more information we have up front, the better we can come up with a solution for them later. You wouldn’t want to be the one that has to inform a customer with the news: “Unfortunately, we cannot fix your device, but it looks like data recovery is possible!” if the customer said during drop-off that all the data is already backed up and not important. The more we know and have in the ticket at the beginning, the lower the likelihood we look like fools later.

Whenever dealing with a liquid damaged device, make sure to tell the customer that the repair price may go up because other components could be damaged because of the liquid. What we tell you is only an estimate: if the repair price goes above our initial estimate, you are welcome to opt-out of the entire repair. It is not possible for us to perfectly test every single part of a machine in an economically viable manner; it would lengthen the time for each repair to an unacceptable length and destroy any sense of workflow. At the same time, we do not want customers to think we are looking to pull a bait &amp; switch, so explaining this upfront prevents conflict later. Our policy whereby the customer can cancel a repair anytime the estimate changes is to ensure fairness in these cases.

When showing a customer recovered data, as a courtesy give them some privacy. The customer may be trying to recover private or sensitive data. The last thing you want to do is make your customer feel uncomfortable during this experience.

[[Category: Repair Industry Standards]]