When you’re invested in a repair business, there is a lot to keep track of. Cellphone repair is a pretty challenging and rapidly changing niche to choose as your career, since it comes with a lot of components. One has to supervise customer journeys, keep an eye on sales, check on employee schedules, look after the store’s inventory schedule and book appoints, and hundreds of repair jobs to deliver.
And in case your repair business has multiple stores, it usually becomes the victim of mismanagement if you don’t look into the little details. Sometimes, cellphone repair technicians make small mistakes that lead to disastrous results, and sometimes a business has to shut doors. It may be a part installed too quickly, small screws may be left unseen, or faulty repair parts may sometimes be used.
To survive in today’s market and to keep your business firing on all cylinders, check out the following list of common mistakes that cellphone repair technicians unfortunately make, and how to avoid them.
Not Getting Device History or Not Recording the Current Condition of the Handset
When the customer checks in and submits their phone for repairs, some technicians may not ask about the problem or don’t bother with the cause. If instead the customer is asked about their device’s previous condition, you can know the exact problem and start working on it straight away, thus saving you precious time.
Also, it would be a good idea to get a work authorization form signed with the necessary details recorded and saved for the future. If you don’t know what a ‘Repair Authorization Form’ looks like, consider downloading it right now. Just fill in your details and get a free template designed by RepairDesk.
Other than saving the repair information, consider asking the customer about the history of the cellphone. Enquire if the damaged device had been already given to some other technician to resolve the same problem. You’ll have a clearer picture if the handset was already opened before or not this way.
Relying on Google for Complex Cellphone Repairs
Yes, Google knows everything, but it depends on the relatability and the quality of content on the internet (which isn’t always reliable). People try to provide a solution to something that isn’t very easy, but they don’t always get things right. Blindly following the top results when diagnosing or troubleshooting an issue is a mistake. Yes, you can use it as guidance, but don’t accept any solution at face value and follow your instincts first.
Trying to Complete Repairs Jobs Too Fast
Repair technicians sacrifice certain standards when they’re are rushing repair jobs. Pushing clients out the door as soon as possible to get more jobs is usually the culprit here. You’re bound to miss something crucial if you’re working at hasty speeds.
So, if your technician is someone who doesn’t record customer data and runs away from documentation, it’s best to have a dedicated repair shop POS system. With an easy-to-use and fast point-of-sale system, you don’t miss out on anything. From pre-and -post-repair device conditions to diagnostic notes, you can keep everything in one place with just a few clicks.
Luckily, RepairDesk saves you from filling out long customer data forms, and paper receipts. You can either email invoices to your customers or create a subscription plan against their purchase.
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When standards are met, and customers are leaving with quality work done to their device, you can expect repeat business. Not only may it cost you repeat business by rushing repair jobs, but your ratings will suffer too. Clients will come back yelling at you and demanding a refund for the repair done.
Making Irreversible Changes
One key strategy most repair technicians always have is creating a Plan B. One element of that is always to have an escape plan. So, don’t make costly irreversible changes you cannot reverse without your customers’ consent.
Remember to inform your customer first in case a damaged device needs resetting. If they’re willing and asks you to proceed with the repair, go for it. Otherwise, make a backup, screenshot, or clone the drive, but always ensure you can reverse what you did in case something goes wrong.
No Clear Communication with the Customer During the Repair Process
Most of the time, communication is a barrier between repair technicians and customers. When there is little communication, it can even reduce your average repair orders. Customers are already skeptical about repair shops, and when a repair shop offers a “recommended” service, they are doubtful.
To avoid this, keep your customer in the loop during the repair process.
When there’s clear communication, the repair pipeline can get going, and you can start getting more jobs done. RepairDesk can do this. You can achieve this by setting up automated responses for repair tickets. It serves the purpose efficiently by informing your customer whenever their repair status changes. When the customer understands what you are doing, you can see improved average repair orders.
How to Create a Repair Ticket in 60 Seconds?
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