When I ask that question of service technicians, they tend to say:
- Fix things
- Solve problems
- Satisfy customers
- Make friends
uniforms and send them off to run calls…
You’re not going to generate profits long-term unless you fix it right the first time, solve
problems and satisfy customers; and I find these things are where techs seem to focus all
Some people take a self-righteous stance and say they’re in the business just because
they like to help people. You can lie to yourself, you can lie to your customers, and you
can lie to everyone else you meet; but you ain’t gonna lie to Tec Daddy.
You’re only running calls because everyone, including you, has to earn a living. The fact
that we are in a “helping” profession is a huge plus that I personally feel contributes
significantly to my job satisfaction; but the only reason we put up with what we have to
put up with on a daily basis, is that we need the money.
We’re only doing it for the money, but unfortunately, for many of us, there’s not that
much money in it.
It doesn’t have to be that way.
In every market area I’ve been to (which is a lot) there are contractors and service techs
who are meeting their financial goals. They tend to be grossly outnumbered by
contractors and techs who are not.
Why is that?
Obviously, the financially successful contractors and service techs know something that
the unsuccessful contractors and service techs don’t know.
That “something” could be very simple.
Very few of the techs I’ve spoken with are aware of such things as:
- The total dollar amount they generated the previous year
- The number of calls they ran the previous year
- Their average dollar amount per call
- The number of service agreements they sold last year.
How much money did your truck bring in last year? How much income did you generate
last month, last week or even yesterday? If you’re like most service techs, you don’t
know. Yet, generating a profit is the purpose of your job.
The first thing you can do to get the most out of your career as a service technician is
become more aware of the income you personally generate for the company.
Keep accurate records of how much income you generate by the day, week, month and
year. That may seem like a lot of trouble, but once you get into the habit of doing it,
you’ll find that it’s not only easy, it’s interesting and it’s fun.
Click here to watch the first video of the Tec Daddy series for free, where I demonstrate
my personal method of tracking my sales.
Wouldn’t it increase your personal job satisfaction to see how, on a daily basis, you’re
making progress on improving the key factor that is the purpose of your job, namely, the
What management can do:
The purpose of management is to help their co-workers succeed.
Service managers should generate profitability reports with (at least) the figures I’ve
listed above, and techs should keep their own records.
Really good service managers sit down with each tech on an individual basis, once per
week, for ten minutes. The purpose of that brief meeting is to go over the numbers from
the previous week and set just one aspect of the job on which the tech is to focus on
improving during the upcoming week. It can be such things as:
- Closing ratio
- Average service invoice
- Average number of tasks sold per call
- Service agreement sales
- Reducing callbacks and complaint calls
What technicians can do:
Service technicians need sales goals in order to reach their own financial and career
goals — and everyone needs goals. How you gonna hit the bullseye when you ain’t got no
When you start keep track of your own sales figures for your own personal edification,
you start competing against yourself to improve your daily average and your per-call
average. By default, you wind up setting your own sales goals. When you set your own
personal sales goals, there is a better chance you will hit them.
After a few days of recording your own sales figures you’ll get a feel for what the dollar
amount of your average invoice is. Once you’ve established the amount of your average
invoice for yourself, you’ll probably never run a call that results in an amount that is
lower than your average.
From there, set a personal daily sales goal, and make it mandatory. Goals only work
when they are mandatory and time-specific. Setting a mandatory minimum daily sales
goal for yourself means making the personal commitment to keep running calls on any
given day until you reach your goal. When you are truly serious about that commitment,
you’ll find you’ll hit your minimum sales goal waaaaaay before 5:00 pm every day.
If you’re going to maximize your career in service, it’s time to quit playing around and
pretending like you have no control over how much income you contribute.
Since the purpose of your job is to generate a profit for the company, whether you own
the company yourself or work for someone else, you’re not going to get the most out of
your career in service until you maximize the profits you generate. If you’re a service
tech and think you’re working for someone else, you’re not. Even as an employee,
you’re still only working for yourself.
Why do they pave the roads?
So that you won’t see the rut you’re driving yourself into.