An on-site visit is an instant hit to your margins. A second technician visit may even put you in the red for that customer. The more visits required to solve a single problem means the customer’s level of irritation increases making the job of the technician that much more difficult costing you money and not helping your reputation.

The last time I moved, no less than three technicians in two separate trucks arrived at my house to do… something… to my cable modem and security system… which I already had up and running. I’m not sure what exactly they did but I wasn’t getting charged… directly… and my dog was loving the extra attention that day so it didn’t bother me so much. But I did have to be home for that 4-hour window.

When my new stackable washer/dryer arrived two professional installers got started hooking everything up and then had to stop when they realized that the brackets they needed to secure the dryer to the top of the washer were the wrong type… and that the correct ones had to be ordered from the warehouse… and that the installation had to be rescheduled. The brackets arrived the next day but the dryer sat… unusable… in my hallway for almost a week before the technicians were able to return and hook it all up for me.

I later moved from that apartment to a new one. I was able to decouple the washer/dryer, get them prepared for moving and get them restacked and hooked up myself… while the movers were still bringing boxes into the new house.

While my mother would like to think so, I’m not exceptional. In fact, according to Forrester, more than 7 out of 10 customers prefer self-service. Don’t get me wrong, I don’t mind the help. I do mind the waiting. offers solutions to better help customers help themselves… without waiting.

Leave a Reply

Your email address will not be published. Required fields are marked *