Repairing a cellphone, iPad, MacBook, or any other device involves an increased risk of slip-ups. And such slip-ups can result in legal actions against your cellphone repair business.
You probably get a lot of devices to repair every day. Taking utmost care of each of the incoming devices demands a degree of responsibility from your end.
So, to avoid any untoward incident and a dissatisfied customer, having strict SOPs relating to pre and post-repair checklists is a good idea.
What Is The Pre And Post Repair Device Checklist?
A pre-repair device checklist is an act of performing a complete inspection before repairing any device. It can take anywhere from 3-5 minutes and needs to be done in the presence of the customer. Thus, enabling the tech to find out if everything is fine or not to reduce the liability later on.
Whereas, post-repair device checklist is the act of testing the device after the necessary repairs have been done. Here the technician/salesperson makes a complete comparison of the before and after condition. Hence, ensuring that the device is ready to be given to the customer.
To help you manage your operations, RepairDesk allows you to create a pre and post-repair device checklist. The option is available every time you make a ticket on your repair shop software through the point of sale.
You can even intake customer signatures through a dedicated customer-facing display in our repair shop software to keep records and avoid discrepancies.
For optimum solution, you can make the pre and post-repair checklist compulsory in repair ticket management. So that your employees don’t end up missing any issue that will result in bad customer service.
Why Is There A Need For It?
The pre-repair device checklist is crucial for a good customer service experience and leads to the success of your cellphone repair business. Because you can easily find yourself in a precarious situation if you’re negligent.
So, why is the pre-repair device checklist essential?
Because when you are working on a customer’s device, you should always know the pre-repair condition. It helps you judge whether the issue was pre-existing or is something you caused. And are liable for now.
Below are a few important reasons why you should have a pre-repair device checklist.
· Gives a chance to upsell
The only time when you get to upsell is when the customers drop off their device for repair. And when they come back to pick it up.
However, most repair shop owners claim that the most successful sales happen when working on the pre-repair device checklist. So, ideally, you should run a complete inspection of the device every time a customer comes in.
In this way, you can offer solutions for the issues that they had no idea about.
For instance, a customer comes in with a cellphone that is not working at all. You can upsell by trading in the device and selling a new one to the customer. In return, the customer will not have to wait for the device to be fixed and you will end up earning more.
· Helps you avoid negative reviews
A customer comes to get his cellphone screen repaired. As per your SOPs, you scan the device but don’t have a pre-device repair checklist.
So, the scan shows a problem with the mic but you forget to note it down because you don’t have a standardized pre-repair checklist. You go about the repair as usual. When the customer comes to collect his phone, he realizes that his mic is not working anymore and you get blamed for it.
Save yourself from an angry, dissatisfied customer or a chargeback dispute and get a pre-repair device checklist. It will inform you and the client about the existing issues and the plan of action necessary for the repair. Sticking to commitments is very important for good customer service.
Denis Gutsu, the First Response Phone Repair owner in Sacramento, CA, shares how a business can decline with one unhappy customer.
“One customer tells 10 customers, 10 customers tell the 10 customers, that’s a hundred customers. And all of a sudden, your reputation is starting to go down because of that one customer. And that’s what a lot of business owners don’t take into consideration today.”
So, having a pre-repair device checklist in your repair ticket software will save you from bad word of mouth. Diagnosing all the device issues on hand and knowing the estimated repair time will enable you to commit the exact time of completion.
· Results in repair accuracy
By inspecting the condition of the device at the start, you can find out the actual state of the device. Remember, it always needs to be done in front of the customer. It will allow you to avoid discrepancies and inform the customer of the whole situation of the device.
In addition to this, try to decrease the amount of time spent on the repair. Performing a pre-diagnostic service through your repair shop software will locate and trace all the issues in the device instantly. So, you will end up saving time.
· Gives a chance to build customer relations
As the pre checklist takes 3-5 minutes, it gives you a window of opportunity to connect with your customers and get to know them.
When you’re trying to make a connection with someone, you try to find out their pain points. Like if the phone speaker isn’t working, the customer will be more than willing to tell you a story about it. So listen. And in listening and empathizing, you build that relationship.
It is your golden opportunity to find out about your needs and deliver the best customer service through empathizing with them.
· Helps in keeping records
The primary purpose of the pre-repair device condition checklist is accountability. Having devices go through a comprehensive pre-repair checklist will enable you to compare the before and after the device’s condition.
This also helps with internal processes. Because the person who books the repair doesn’t necessarily perform the repair as well. So, detailed notes on the device will help in that context as well.
In addition to this, keeping records of the issues identified will also help your employees in the future if similar repairs come up.
Who Should Conduct The Pre & Post Repair Check?
Ideally, the sales representatives should work on the pre and post-repair device checklist. Because if your sales rep is doing it, they will know the tricks to upsell there and then. So, it will be a win-win situation for you.
Do keep in mind that if a pre/post repair checklist is taking you less than 3-5 minutes, you’re missing something out.
How To Do A Pre And Post Repair Device Scan?
While a repair shop software will take care of maintaining the checklist, how you check a device is a different story. There are many diagnostic software to test cellphones out there that you can use.
You can even enhance your inspection by adding diagnostic tools. For instance, a complicated repair comes but you cannot identify it without opening the device. The diagnostic tools can help you inspect it quickly. These tools can also help you find out more about the device such as the age, battery life, etc.
In addition to this, you need to have data privacy procedures to avoid legal accusations and hassle if you end up erasing the data on the device. So, there are two ways to go about it.
The first is to have a document describing that you will not be violating the customer’s data and are responsible for the protection of it. You can get certifications to gain more trust from your customers.
The data privacy document will encourage customers to share their passcodes, giving you easy access to the device.
The second is not taking responsibility for securing the device’s data. Apple is one such example that makes customers sign a document for it. The form verifies that Apple will not be liable for your data if the device gets wiped. And customers have no other option but to sign it.
To help you, we have jotted down a sample checklist for you:
- Home button and the power flex
- Digitizer (the entire screen)
- Volume and ringer
- Camera (back and front)
- Headphone jack
- Ear Speaker
- Charge port
- Water damage
- Carrier connection
- Proximity sensor
So, to cut it short, a pre and post-repair device checklist can help remove unnecessary delays, improve your SOPs and reduce repair cycle time. It can also help you build customer relations and improve internal communication regarding the repair.