To clean or not to clean?

[charm5496]

Re: To clean or not to clean?

I have to say that this is at the bottom of a very long list of things that will lose you an account.

I do agree with cleaning a machine. But as for spending longer cleaning it than servicing it just to add "service" - forget it. I am just too busy. I cant think of one single customer who would rather I waste my time polishing the outside of their machines than fixing them quickly and with a quick response time. ( I have many customers with 4hr response targets ) Maybe it is just my customers though. Also, what are your thoughts on a customer cleaning the outside of their machines?

That said, I spent a good 45 mins yesterday vac'ing and cleaning a Canon IR4570. As the fault was caused by a dirty laser. In a dirty environment. It will be just as dirty by today.

so instead of mantaining the machine and keeping the laser and lens clean you opt for the why try because it won't help mentality? How long does it really take to remove the front and side cover to reach in and wipe off the lens? 5- 10 minutes tops even with all the screws in place and using a hand screwdriver for me. I have several accounts that are machine shops, coal factories, chemical plants. They all get cleaned every service call, while the machine is being tested by the customer. It takes no extra time and it gives you an opportunity to have some face time with the customer to make sure their expectations are being met. And like the previous poster mentioned when your machine is clean you know where to look when you are having an issue.

[prntrfxr]

Re: To clean or not to clean?

I do agree with cleaning a machine. But as for spending longer cleaning it than servicing it just to add "service" - forget it.

Cleaning it longer than it took to service it? Unless there was nothing wrong with the machine or you just changed the rollers only, it shouldn't take longer than servicing it. I'm curious how long it takes you to do a PM? Do you vacuum the machine during that period? If it is a quick fix that is under 30 min, I think cleaning is mandatory. It certainly makes the client believe you did something more than stand in front of their machine and charge them for it (if you're charging per hour). Most cleanings take between 5-10 min. Relatively no time at all in the grand scheme of things. I mean really, stopping at most city traffic lights take around 5 min. So you do 1 less call a day, but all your clients are happy.

[CanonSco]

Re: To clean or not to clean?

Cleaning it longer than it took to service it? Unless there was nothing wrong with the machine or you just changed the rollers only, it shouldn't take longer than servicing it. I'm curious how long it takes you to do a PM? Do you vacuum the machine during that period? If it is a quick fix that is under 30 min, I think cleaning is mandatory. It certainly makes the client believe you did something more than stand in front of their machine and charge them for it (if you're charging per hour). Most cleanings take between 5-10 min. Relatively no time at all in the grand scheme of things. I mean really, stopping at most city traffic lights take around 5 min. So you do 1 less call a day, but all your clients are happy.

As stated above, I know the merits of cleaning. But not for cleaning sake. Or to give the impression of adding service / justifying the cost.

I have virtually zero customers who pay by the hour. What they do pay for is up time. And quick response when down.

[TennWalker]

Re: To clean or not to clean?

My philosophy when called out for a machine problem is to correct the original issue and any other items that may be cause potential issues in the near future. In my environment, mostly Sharp machines, this entails replacing the ADF double feed pads, tires, vacuuming the cleaning section, etc. The optics are also cleaned if I see any dust and vacuum the interior if dirty. I don't have that many machines that are in dirty environments like manufacturing anymore. I would sum it up as saying to myself, what can I do to maximize the time between calls. This is especially true with machines on a per call basis. They may pay a little more when I do come out, but its not this back and forth stuff, if at all possible. We have had several accounts go on a per call basis due to the economy, mostly churches.

In the older analog days, the machines really ran dirty, mostly Panasonic and Ricoh equipment then for us.

Happy Thanksgiving to everyone!!

[mjarbar]

Re: To clean or not to clean?

My average time on a call is 30 - 40 mins, of which 5 mins will be cleaning the optics and 5 -10 mins on cleaning the machine - no more.

The rest of the time is on sorting the original problem and face time with the customer ensuring there expectations are being met and seeing if there is anything else they need from me while I am there.

I could cut it down by not having such long chats with the customers but so far I haven't had any come backs from either my bosses or the customer about the way I work or the service of the company, so I must be doing something right !?!

[paulg]

Re: To clean or not to clean?

If you want a Office worker to clear jams or check the toner I find its best the machine to be clean. Also found that some customers will put in a call just because the copier was dirty it was a perception thing sometimes other times they didn't think the job was finished. When a few years back the Company I worked for merged with its sister company I was constantly going to some copiers which were in a terrible condtion. If a customer is in a lovely clean office and the only object which is dirty is the Copier then to fix the copier correctly you need to clean the machine otherwise there is a good chance your get recalls. Many of the calls which kept coming in for certain customers dried up when we simply over a few calls cleaned up the copier so it looked part of the workplace.

But as others state its horses for course no point in cleaning up a copier stuck in a buliding site with dust everywhere just worry about the working/moving parts and display and optics.

[kingpd@businessprints.net]

Re: To clean or not to clean?

That's where it's good to cover these things in contracts. CPC and other service plans don't cover being the janitor. Clean to the point that it improves quality or reduces damage or potential future issues.

If a customer owns the machine and not on service, let them do what they want. If their environment is a cause of machine problems and the machine is on maintenance; make them move the machine and put terms in the contract where extra billing will be done.

If you want a Office worker to clear jams or check the toner I find its best the machine to be clean. Also found that some customers will put in a call just because the copier was dirty it was a perception thing sometimes other times they didn't think the job was finished. When a few years back the Company I worked for merged with its sister company I was constantly going to some copiers which were in a terrible condtion. If a customer is in a lovely clean office and the only object which is dirty is the Copier then to fix the copier correctly you need to clean the machine otherwise there is a good chance your get recalls. Many of the calls which kept coming in for certain customers dried up when we simply over a few calls cleaned up the copier so it looked part of the workplace.

But as others state its horses for course no point in cleaning up a copier stuck in a buliding site with dust everywhere just worry about the working/moving parts and display and optics.

[DAG COPIERS & COMPUTERS]

Re: To clean or not to clean?

All very good posts. Humans by nature like good things or good looking things, they are attracted to them. As the previous poster paulg noted, some customers will put a service call just because the machine looks dirty. In their minds they think...''If this covers are so dirty like this what about inside the machine?''.

Cleaning a machine's exterior covers is really integral part of a service technician's job. Most service manuals include them in the service work plan, a good tech should endeavor to clean the covers after repair or service of the machine, it gives the customer a good impression about your work, a sense of satisfaction, and as we all know a ' first impression lasts longer'.

[ddude]

Re: To clean or not to clean?

...it gives the customer a good impression about your work, a sense of satisfaction, and as we all know a ' first impression lasts longer'.

Yep-I do believe that a clean machine will result in fewer callbacks. As a lead tech, I would often hear the customer's complaint of the previous tech who "didn't fix it right" they would often add that the tech " ... didn't do anything - he didn't even clean it"
Cleaning gives you time to check all trays as you wipe them down, test features, inspect components, look for worn items. It's all part of our job.

[Jules Winfield]

Re: To clean or not to clean?

Also, with more and more dealerships looking to do the infamous 'more with less' techs are stretched further than ever even though the metrics don't change so if it comes down to the extra time or hitting two more calls to hit the target numbers that keep me fed what would you choose?
Plus, I've worked for some managers who seemed to think they were Howard Hughes when it came to cleaning copiers. Of course, on ride alongs they'd spend more time cleaning than the actual repair took.

This guy hit it right on the head. Unfortunately, this is becoming the way most dealerships do business. Spending too much time cleaning covers and such will get you fired. I've seen it happen...

[fixthecopier]

Re: To clean or not to clean?

You really need to do a site survey. If your machine is the dirtiest thing in the office, clean it. I recently did a call for a fax not working on a Bizhub 283. The problem was the phone company. I called them and got the line blocks removed. One of the things I told the phone company was, "Your name is not on this machine, my company is". In other words , when it fails, all the customer sees is my company logo. Most techs would not have bothered to make 3 return trips once they realized it was not thier machine, but I think I impressed them by going the extra mile. As far as cleaning, that was one of the other things they called in for. I suspected it was because they were pissed about the fax issue.When it was resolved I let the office manager see me wiping down the already spotless machine.