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Outstanding Service

Posted on 02/25/2020 at 10:45 AM by Angie Deever

We Fix it right the first time

  • Concept: This is always the number one need
  • Best Practice: Visibility and analysis of what is not a first-time fix

We Communicate before, during and after service

  • Concept: Tools and processes to manage many technicians and work orders
  • Best practice: Multiple channels of communication

We Show up when we say we will

  • Concepts: Planning, real time scheduling
  • Best practice: Analysis by our technicians or by type of service; schedule adherence

Professional appearance and organization

  • Concepts: Understanding the problem
  • Best practices – Triage; skill matching; part and tool Inventory; capturing tribal knowledge

Fix as fast as possible

  • Concepts: Understanding the problem
  • Best practices – Triage; skill matching; part and tool Inventory; capturing tribal knowledge

Schedule down time most convenient to customer

  • Concepts: Internet of Things, machine learning, automation, ‘Connected Service’
  • Best practices – Document why service; Internet of things, upsell service (avoid downtime cost)
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