Granted you can't stop all the stupid things that happen, but for the most part it isn't all that often if you train the customer. That is part of field service. Training the customer, opening communication with the key operator so when you need to approach them about a problem (like someone feeding post-its) you can do so without causing bad feelings. We work with BEI but do not use the bonus program. We look at the machines and the calls and parts. I have looked over the BEI bonus and have seen some things I know aren't right. Techs that need constant help or has lots of part returns hitting big numbers. I have seen these people work and I know when a tech is worth his money and when they are just keeping response times down. BEI seems to give big bonus' that aren't with the techs they should be. It isn't all wrong but I know some techs weren't getting the money they deserved for the job they did. Like it was said earlier, you can't compensate work done on the IT end either. We have our own program based on clicks between calls. It is tiered so the more clicks between visits the higher the value. We take out the parts usage on a percentage basis. If you use a high amount of parts wthout the results it will hit your bonus hard. But if your machines hit their between call point and your percentage of machines that make the bonus is high the parts usage is a much smaller deduction. Plus working close with the techs I am able to remove calls occaissionally due to a part that was bad out of the box or a call where the customer wasn't there.
Comment