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Improving your service response times

Lucas Deal May 9, 2013

“If an SRT says a job should take eight hours and one of your guys does it four [hours], he’s probably a pretty good technician,” says Dave Costantino, director of the Commercial Vehicle Group at Mitchell 1.

Noting that in your software will give you background in case you want to adjust that SRT when that technician is given that repair again, Costantino says.

Pence says that’s what it takes: a constant, relentless process. SRTs won’t fix themselves.

“There’s no magic bullet; there’s not just one thing to do,” he says. “You have to change the mindset of everyone involved. The last two years have been a work in progress, but now our guys really have it down.”

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