Quote:
|
Originally Posted by GMontag
Wait, how do you have above and below average producing techs? The "product" they are producing is hours billable to the customer. All the techs are producing that product at the same rate, as long as they are actually working.
|
Keyword: Service Industry (i.e. repair technicians)
And yes, I have run crews for many years, you get good techs and you get bad techs.
Example: Customer calls in for a service call
Tech "A" (above average) runs the call in less than an hour without needing help
Tech "B" finally calls for tech support after fiddling with the stuff for an hour. Two hours later it is fixed.
In all honesty, Tech "B" brings me in more money because he has twice the billable hours as Tech "A", but the fear is that the customer will notice that the guy doesn't know what he is doing.