A customer told me my repair notes were too hard to read

About two months ago, I finished a job on a washing machine and left my usual note for the homeowner. A few days later, they called back with a question and said, 'Sorry, I couldn't really make out what you wrote about the cycle settings.' I looked back at my copy and realized my handwriting was a mess, full of my own shorthand. I always thought my notes were fine for the next tech, but I never considered the customer. Now, I type up a simple summary on my phone before I leave and print it out for them. It lists the part I replaced, the model number, and three clear bullet points on any special care tips. It takes an extra five minutes, but I've had three people since then thank me for it. Do you guys do anything special to make your service info easier for customers to understand?

3 comments

3 Comments

lunag3020d ago

Your method makes a lot of sense. Do you ever get pushback from other techs who say it's a waste of time? I've seen guys treat clear notes as a sign you're not busy enough. They stick to the messy shorthand as a point of pride, which just seems like a bad habit that hurts the customer.

anthony_campbell8820d ago

Wait, they think messy notes are a point of pride?

clark.morgan20d ago

Got the same pushback early on.