Customers’ Punch List – Going Blind!

I went to a customer to fix a minor issue this past week, and found myself with a huge punch list given by the site contact. It makes me realize how we just go in blind not knowing exactly what to expect!.

How many times have you gone to a site where the customers’ Punch List gets at times unrealistically doable?.

I needed to add trunk capacity to their system, once I arrived, and went through my normal routine of login my times, read through the ticket, and contacted anyone involved with this incident to be better prepared when facing the customer. 

The original request was to add Trunks to an existing Trunk Group therefore I needed my telecommunication tools (Butt-set, cross-connect, bridging clips, mod plugs, crimp tool, etc.) including my laptop. I work efficiently when bringing all tools and parts needed all at once, this will help avoiding trips to the car later on.

Here are 4 simple steps to help you go through this process=

• 1.-Don’t Panic
• 2.-Review the punch list
• 3.-Billable or not billable?
• 4.- Before leaving the site

1.- Don’t Panic

It might be easier saying this than actually experiencing it, nobody is perfect, and we go through different life situations everyday, so everyday we won’t be able to perform the same way. One thing I practice to help me fight some personal life situations is knowing that the person in front of me ‘my site-contact’ is been given the responsibility of fixing all issues related. Just think for a moment and put yourself in their shoes, and don’t panic.

2.- Review the punch list

frustrated him/herself and wanting all of these things taken care soon, the site-contact doesn’t have a clue how to fix it, they just want it fixed so they can move on with their day-to-day work. Don’t be selfish, take time to review the punch list and explain what will take to get everything done.

3.- Billable or not billable?

If you are like me, you also don’t enjoy talking about change orders, pricing, labor costs, etc; all you want is getting your job done and move on to your next thing; that is why we are technicians/engineers so we don’t have to deal with the money part, we enjoy fixing and solving problems. But if there is no money we won’t get pay, at least that’s what I tell myself at times.

Here I share 5 pointers=

• I don’t get to decide – Before giving your customer any news good or bad, you don’t get to decide if you can help them with the long list of things they want you to do. Some things might not be included in their Maintenance Contract, that is if they even have one. We automatically want to help, and do it quickly to prove ourselves.
• Develop a list of parts needed – It is very important to write down a list of parts needed to fulfill the customer’s demands
• How long will it take? – Here I give myself an extra hour, so let say it might take 2 hours to do realistically, I will say 3 or maybe 4 depending each situation may vary.
• Communicate your with your teammates – Now you are ready to make the phone call to your supervisor and Salesperson (AE). Communicate in detail what they want you to do, or have the customer email the punch list directly to their sales rep.
• Update the customer – By now you, your supervisor, and salesperson know how long and how much it will cost to fulfill the customer’s demands, have your salesperson call the site-contact to explain what will entail getting each item done.

Before leaving the site

I have experienced at times that by fixing one issue it will fix another without having to spend time or materials, go the extra mile and show the customer all you have done for them. Before leaving the site take time with the site-contact and test every virable, take them to the IT Room if necessary so they can see how proud you are of your own work. This little action will speak volumes.

Okay, it is your turn, how do you handle this type of situations? – Leave us a comment in the comment section below… I can’t wait to hear from you!