{"id":18211,"date":"2024-04-23T20:04:29","date_gmt":"2024-04-23T20:04:29","guid":{"rendered":"https:\/\/fieldnation.com\/?p=18211"},"modified":"2025-01-09T10:53:32","modified_gmt":"2025-01-09T15:53:32","slug":"successfully-manage-break-fix","status":"publish","type":"post","link":"https:\/\/fieldnation.com\/resources\/successfully-manage-break-fix","title":{"rendered":"9 ways to successfully manage break-fix work on Field Nation"},"content":{"rendered":"

One of the key things I\u2019ve learned as a field service delivery leader is that being a great buyer has a ripple effect on your success. When you\u2019re a good buyer, it\u2019s easier to staff tickets, meet tighter SLAs, and satisfy clients. If there’s one piece of advice I’d give to other companies, it would be this: strive to be the best buyer possible to attract the best techs.<\/span><\/p>\n

Break-fix is 99% of our work on Field Nation. Most of our clients have sites all over the U.S. and in Canada. We support networking equipment like access points, cradle points, and switches. We also dabble in supporting security cameras and alarm panels and provide managed services for one of the largest logistics companies in the U.S.\u00a0<\/span><\/p>\n

Here are nine ways we draw in top-notch techs and consistently deliver quality client outcomes, especially when it comes to break-fix.<\/span><\/p>\n<\/a>

1. Craft an effective work order<\/span><\/h2>\n

Our work orders used to be somewhat wordy, but I\u2019ve learned that clarity and conciseness are essential. This approach helps technicians understand exactly what\u2019s expected without sifting through unnecessary information.\u00a0<\/span><\/p>\n

We never create a new work order from scratch. Instead, we use work order templates customized for each client. For example, the scope of a client project might change, but the check-in\/check-out process is always the same. Using templates, you can fill out an address, type in the scope, and call it a day. Also, templates are a great backstop to make sure techs get the information they need for a project.<\/span><\/p>\n<\/a>

2. Optimize pricing strategies<\/span><\/h2>\n

We started our journey to optimize our approach on break-fix pricing when we landed a client with a four-hour SLA. Our pricing is tiered based on the urgency and complexity of the work. So the higher pricing on a quick-turn project is designed to attract a technician who can respond within the client\u2019s timeframe.<\/span><\/p>\n

We also have a client with a standard two-hour rate for each break-fix project. Whether a tech is on-site for five minutes or two hours, we charge the client for two hours. This ups the ante for the techs and makes them want to take the work.<\/span><\/p>\n

Also, it\u2019s important to realize when you need to increase your prices and when you need to have a pricing conversation with clients. Recently, due to increasing costs in gas, parts, and other expenses, we implemented our first price increase in four years. Keeping our pricing competitive helps us meet tighter SLAs and find better technicians. Given the rising costs of everything, clients recognize when a price increase is the right thing to do.<\/span><\/p>\n<\/a>

3. Trust your gut<\/span><\/h2>\n

When it comes to vetting, vibes matter. Vetting is about more than just qualifications. Over the years, I\u2019ve noticed that what techs say on the phone can be a sign of their quality. You get a lot of insight from how technicians respond to your questions. Short responses are a red flag and may indicate a lack of engagement or expertise. On the other hand, when you find the right tech, you\u2019ll have the feeling they know their stuff.\u00a0<\/span><\/p>\n

I also take into account things like whether techs confirm their work orders promptly. Little indicators like that go a long way.<\/span><\/p>\n<\/a>

4. Overcome client hurdles<\/span><\/h2>\n

In the rare case when we can\u2019t fulfill a client need, it\u2019s critical to maintain an open dialogue. We keep clients apprised of what we\u2019re trying and the status of finding the tech they need. We try to offer our clients options, such as telling them when the next tech is available and can be on site. It\u2019s important to always show clients you\u2019re giving their work your best effort.<\/span><\/p>\n<\/a>

5. Optimize project check-in and check-out<\/span><\/h2>\n

One of the things we\u2019ve worked really hard on is our check-in and check-out process. We make it easy for techs to check in on-site and start their work while making sure we have the information we need.<\/span><\/p>\n

We have a dedicated phone line where techs do a checkout call. On the call, we verify that they submitted the right sign-off sheets, completed the scope of work, and uploaded all photos and deliverables. This step has saved us so many times. It protects us and the technician in case any issues arise with the client later on.<\/span><\/p>\n<\/a>

6. Offer flexible arrival windows<\/span><\/h2>\n

We avoid giving clients a specific start time, and instead give them time ranges (such as between 8:00 and 10:00 a.m.). That flexibility gives techs more options and prevents them from being late.<\/span><\/p>\n<\/a>

7. Speed up assignments and approvals<\/span><\/h2>\n

We’ve fine-tuned our process so that we approve jobs no more than three days after completion. A quick turnaround in approving assignments and processing payments shows techs they\u2019re valued. And when they feel that respect, they’re more eager to jump on our next work order and deliver the quality our clients expect.<\/span><\/p>\n<\/a>

8. Maintain accountability<\/span><\/h2>\n

I\u2019ve found that consistency cultivates mutual respect. Maintain good relationships with techs by holding them accountable to their commitments. Use penalties for late work, incomplete tasks, or failure to meet specified work order requirements. However, ensure these penalties are fair and clearly communicated from the outset.\u00a0<\/span><\/p>\n<\/a>

9. Leverage Field Nation resources<\/span><\/h2>\n

We leverage Field Nation’s capabilities, like Talent Pools and GPS check-ins, in our daily operations. Regularly engaging with Jack Cushing, our dedicated Field Nation account representative, has been invaluable. His insights about the platform’s robust features have significantly contributed to our standing as a leading buyer, continuously improving our processes and outcomes.<\/span><\/p>\n

If you’re considering Field Nation for break\/fix work, you’ll be in great hands. Field Nation has helped us be a more successful and competitive business, and they can help you do the same.<\/span>
\n<\/span>
\n<\/span><\/p>\n

<\/div>\n","protected":false},"excerpt":{"rendered":"

One of the key things I\u2019ve learned as a field service delivery leader is that being a great buyer has a ripple effect on your success. When you\u2019re a good buyer, it\u2019s easier to staff tickets, meet tighter SLAs, and satisfy clients. If there’s one piece of advice I’d give to other companies, it would […]<\/p>\n","protected":false},"author":53,"featured_media":18220,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"xn-wppe-expiration":[],"xn-wppe-expiration-action":[],"xn-wppe-expiration-prefix":[],"footnotes":""},"content-group":[],"class_list":["post-18211","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","fldn_content_category-labor-marketplace","fldn_content_category-quality","fldn_content_type-blog","fldn_work_type-featured"],"acf":[],"yoast_head":"\n9 ways to successfully manage break-fix work on Field Nation | Field Nation<\/title>\n<meta name=\"description\" content=\"Learn 9 top strategies for effective break-fix projects on the Field Nation marketplace with proven tips from a field service leader.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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