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10 Ways to spend more money on service repairs 

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Spending more money on service repairs visualized

There are many ways to spend more money on service repairs while at the same time neglecting the well-being of your customer’s equipment. We will explore counterproductive approaches to service repairs that prioritize wasting resources instead of delivering efficient, cost-effective solutions that actually satisfy your customers. 

1. Ignore warning signs

Warning signs are a nuisance, strange noises, warning lights and a change in equipment behaviour are all signs that should be ignored. Encourage your service team to ignore customers reporting strange noises and only act when real issues arise. This strategy ensures repairs are postponed until the last minute, allowing extensive damage to be caused first, which not only increases the cost-of-service repairs, it also inconveniences your customers halting their operations until fixed. 

2. Neglect regular maintenance schedules

A surefire way to increase expenses is to neglect regular maintenance schedules or even better, fail to establish them in the first place. Promote the idea routine checks are a waste of time and its more effective to allow faults to develop into major issues over time. This way you guarantee for you and your customers every callout is a costly endeavour instead of benefiting from affordable adjustments made through regular maintenance checks. 

3. Avoid remote visual support tools

One of the best ways to spend more money on service repairs is to avoid using remote visual support tools like AIRe Link and focus solely on in-person visits. First, you want to send someone on-site to diagnose the customer’s issue, even when you know it to be a very simple fix. Make sure the engineer only diagnoses the issue and then comes back. This way you are sure to increase costs and frustrate customers by sending another engineer out to make repairs the next day. 

4. Skip the diagnosis stage

Embed into your service team the idea spending time diagnosing customer issues is an unnecessary step. Encourage your engineers to arrive on-site without prior information and have them attempt repairs blindly. Let them spend hours figuring out the problem ensuring they avoid troubleshooting steps. You can be sure your engineers will make mistakes that likely lead to additional broken components that will require more spending to undertake repairs. 

5. Fail to document issues

Ensure your service team does not document customer issues even when they are recurring. Emphasizing logging common issues wastes time so is not necessary. Even when solutions like AIRe Link automatically highlight the most common problems customers face, ignore them. By doing so you guarantee your team spends time diagnosing, and brainstorming repairs before implementing them again and again. There is no need to log these incidents so the next time your team can skip to the repair stage as the diagnoses and brainstorming has already been done previously. 

6. Ignore user manuals

Disregard user manuals as unnecessary for real technicians. Encourage your team to avoid these resources and attempt repairs based on their own assumptions of how the equipment works. Real technicians’ figure this out as they go and don’t need explanations. This way they are more likely to break additional components or create safety risks that increase costs later down the line. 

7. Procrastinate on cleaning

Downplay the importance of cleaning equipment you and your customers rely on. Insist dust and dirt does not affect operating speeds and will not build up over time resulting in issues that cause damage from static electricity or fire hazards. Tell customers to avoid cleaning their equipment and make sure you never show them how to do so. 

8. Insist customers attempt repairs alone

When your customers call for assistance with complex issues, it’s best to let them learn by doing it themselves. Don’t connect with them to remotely diagnoses their issue, let them figure it out. Insist your customers must attempt to repair the problem themselves before your team offers any form of assistance. This way you almost guarantee additional damage is caused resulting in more spare parts required and longer repair times. 

9. Use cheap, low-quality spare parts

When repairs require part replacement, opt for the cheapest, lowest quality spare parts to carry out the repair. By doing so you almost guarantee the spare part will last for a limited amount of time and upon breaking is also likely to damage other machine components. Not only will your customers be annoyed having to constantly get equipment repaired, but your team will spend more in the long run on additional spare parts. 

10. Replace equipment instead of repairing

Develop the idea within your service team that repairing equipment is a waste of time and resources. Inform your customers that repairs are not worth undertaking and they should instead purchase replacement equipment even when a simple repair would suffice. With this approach, you completely disregard your customer’s previous investments and drastically hike up operating costs. 

To wrap up

Implementing these counterproductive measures is a surefire way to guarantee an increase in unnecessary cost and unsatisfied customers. If your service team follows any of these methods your approach should be re-evaluated, and counterproductive steps eliminated from your service repair process. Ultimately cutting corners increases operating costs in the long run with customers likely to work with another service desk to facilitate their repair needs in the future. 

It’s important to note the service industry is shifting to innovative solutions such as remote visual support tools to solve customer issues faster than before while reducing costs. Give AIRe Link Professionaltry for free for 30-days with no credit card requirements. Alternatively utilize the free Basic version for as long as you need without paying a penny to see what long-term impact remote visual support has on your team and customers. 

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