We often hear that a job is “100% except…” Obviously, that job is not complete– it is incomplete. We strive not to drop the ball because that last little bit wasn’t followed up on. A job is “complete” when everything relating to our assigned scope of work is finished with no need of going back.
Here are some examples to clarify complete vs. incomplete:
- On a prewire, of course the system won’t be installed yet. However when all of the wires are in place and the prewire is complete, we can consider the “assigned scope of work”, the prewire to be complete.
- On a trimout, the alarm system won’t be online for monitoring yet (maybe). The system “assigned scope of work” is complete.
- On a camera system, we may not have connected Internet service because it isn’t there yet. In this case, the job should be considered complete, fully billable, and the return trip will be considered a service call. Ideally, in this case, configure the DVR for remote access and record the settings. We can have the customer configure the router without a return trip being required.
- If a job is “100% except”, it is incomplete – we record what remains including what will be required to make it complete.
These tech tips are intended to provide insights to small nuances to help with many different products we offer. It is the small attention to detail that separates an outstanding job from an OK one. Although these apply primarily to technicians, they will help others gain insight to what the technicians do – in small doses.