Worked scenario
Attended, diagnosed, returned with the part
A home services business quoting from a phone description will send technicians twice, and the second journey is almost never in the price.
3 min read
A customer describes a problem. A price is given. The technician arrives, finds the actual fault, and needs a part that is not in the van.
Travel is the cost
The second visit consumes another journey and another slot. On a full day, that is a job not done rather than merely an expense.
First-visit completion is the metric
Measured by job type, it shows which categories are being quoted wrongly and which parts should be carried as standard. Both are fixable and neither is visible without the number.
What changes
- Diagnostic and repair treated as distinct stages where appropriate
- Common parts carried based on job-type history
- Second visits recorded against the job and its cause
- Quoting informed by first-visit completion rates
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