I am always impressed when we hear back from a customer what a good job a tech
did. Gives me warm and fuzzies and makes me want to give out raises.
No one ever complimented me after taking a customer complaint call, thats for
sure. lol..
----- Original Message -----
From: Ben Royer
To: AnimalFarm Microwave Users Group
Sent: Tuesday, September 18, 2018 11:34 AM
Subject: Re: [AFMUG] Paying employees per install/service call
This is a great conversation and I feel could be added to in Vegas in some of
the panels. We have looked at all of the mentioned methods. I currently have
7 field techs running. We pay a decent wage, but no per job bonus. The
already mentioned reasoning is why, in that if you pay per job, the jobs get
done quicker, and messier. Your quality goes way down. However, we reward our
technicians in other ways. We have an attendance bonus, safe driver rewards,
clean van audits, and quality control audits. The technicians are commended
for their quality not quantity. We do pictures, notes, all that, and only have
1 tech per job unless it’s a larger job. In my experience, having two can be
just as bad as having one distracted by the customer, only you provided the
distraction because the techs just hover around each other instead of splitting
up and tackling the job. I always tell my team that if a job takes all day, as
long as it’s done right, I’m not mad. You also want to hire a culture of
success. Most our team have a level of pride in their work that they want to
complete their jobs and do them professionally. Anytime we have a customer
call in or email us to tell us how awesome the tech did, we put that on blast
throughout the company to show everyone that employee A did such a great job.
We honestly have had a huge increase in those types of contacts from our
customers in the past few years also. To answer your original question though,
I wouldn’t recommend hiring per job payment with your first guy. Maybe after
he’s been with you for awhile and you have a baseline of how long it takes him,
and his quality of work, but otherwise you’re almost certainly setting yourself
up for poor quality over quantity.
Thank you,
Ben Royer, Operations Manager
Royell Communications, Inc.
217-965-3699 www.royell.net
From: CBB - Jay Fuller
Sent: Tuesday, September 18, 2018 11:20 AM
To: AnimalFarm Microwave Users Group
Subject: Re: [AFMUG] Paying employees per install/service call
and if they DON'T do the additional steps you asked for, they just don't get
paid the bonus?
what percentage go the extra mile for the bonus?
----- Original Message -----
From: SmarterBroadband
To: 'AnimalFarm Microwave Users Group'
Sent: Tuesday, September 18, 2018 11:15 AM
Subject: Re: [AFMUG] Paying employees per install/service call
We do this. Hourly rate is higher ($10 would not meet minimum wage in
California…) and we pay a $35 bonus for each install if it meets our criterial.
Installer has to take pictures of the installation location, the view the
radio sees, radio Asset Tag, wire run, wall penetration and POE location.
Record signal levels (and SNR etc.) which must be within spec. All necessary
customer paperwork signed. All installer paperwork fully completed. Anything
not do, no bonus. We pay the bonus the following week.
Adam
From: AF [mailto:[email protected]] On Behalf Of Kurt Fankhauser
Sent: Tuesday, September 18, 2018 5:31 AM
To: [email protected]
Subject: [AFMUG] Paying employees per install/service call
I was thinking of hiring my first installer/service tech and I am trying to
come up with a unique way to pay them that basically rewards effort. Has anyone
ever heard of having a flat base pay of like $10/hour and then on top of that
pay them for number of installs / service calls / tickets they get completed in
that pay period? Basically it will motivate them to do more because their
hourly rate average will increase with the more they get done. Thoughts?
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