|
<< Click to Display Table of Contents >> Navigation: Operational Philosophy > The Cost Of Comebacks |
A comeback is one of the most expensive events in a service business.
When a service must be redone:
•Time is lost
•Schedules are disrupted
•Profitability decreases
•Client confidence is damaged
•Employee morale suffers
Often the original profit from the workorder disappears completely.
Many businesses only consider the direct labor involved in correcting a problem. However, the true cost is much larger.
A comeback may involve:
•Re-diagnosis
•Additional labor
•Replacement parts
•Client transportation issues
•Scheduling disruptions
•Administrative time
•Damage to reputation
Even worse, the client may never return.
Many comebacks occur because:
•Procedures were skipped
•Work was rushed
•Documentation was incomplete
•Communication failed
•Final inspections were omitted
Speed without accuracy often becomes very expensive.
Quality work is usually more profitable than rushed work.
Clients remember:
•Reliability
•Professionalism
•Accuracy
•Honesty
far longer than they remember speed alone.