Why it matters so much in the field
Because a second visit doubles the cost of that job and can rarely be billed. It is lost margin, and the customer waits longer too.
The four causes of a second visit
- The part was not on the van. Usually the most common.
- An incomplete diagnosis on the first visit.
- Missing information: the technician did not know the model or what was done last time.
- Missing skills: whoever was free went, not whoever knew.
All four are tackled the same way: information before leaving. The equipment history, the exact model and the usual parts for that fault.
The usual mistake
Measuring it without recording the cause. Knowing that you fix six out of ten visits the first time does not tell you what to change. Knowing that most second visits are due to a missing part does, because it tells you what to carry in the van.