1. Reducing Callbacks and Warranty Work By Manuel Tarin

2. Callback Any visit to a customers home before warranty period expires Any visit to a customers home before warranty period expires Happens for many reasons Happens for many reasons Usually avoidable Usually avoidable

3. Warranty Any work performed free of charge to customer but at cost to company Any work performed free of charge to customer but at cost to company Very costly to company Very costly to company Customers get upset because work was not done right the first time Customers get upset because work was not done right the first time

4. Causes Lack of training Lack of training Unclear instructions Unclear instructions Laziness and poor workmanship Laziness and poor workmanship

5. Most Common Mistakes Wiring Wiring Mismatched wires Mismatched wires Grounding issues Grounding issues

6. What’s wrong here?

7. Leaks Improper soldering method Improper soldering method Wrong kind of solder Wrong kind of solder Don’t check hard to reach spots Don’t check hard to reach spots

8. Checking for leaks Vacuum to 500 microns Vacuum to 500 microns

9. Effects on Customer Lose trust in service company Lose trust in service company Call somebody else next time Call somebody else next time Tell their friend and family about bad experience Tell their friend and family about bad experience

10. Effects on Techs Lose time and money going back Lose time and money going back Have to deal with angry clients Have to deal with angry clients Lots of paper work Lots of paper work

11. Ways to Reduce Employee training Employee training certification certification Bonus for low callback and warranty rates Bonus for low callback and warranty rates

12. Benefits to Company Happy Customers Happy Customers Free word of mouth advertising Free word of mouth advertising Ultimately higher profits Ultimately higher profits

13. Questions