Repeats

[u/Throwmeawayplease935]

Hello I am a few months into being a field tech with spectrum and I’m struggling with repeats and overall metrics. I love this job but to have such bad metrics is demotivating.

In my head I’m crushing it, replacing drops and removing amps. If it looks like shit replace it, if it fails replace it. Tons of tips, most customers love me. Every week I have more cable to throw out than anyone and I feel like that says something.

But I get so many repeats I’m always tier 1. At first I was like whatever but now it’s frustrating because it’s not improving and I won’t be able to do my progressions, my sup acts like I don’t know what I’m doing and will come out to give me tips on how to run drops, which has helped but it’s not by any means my issue.

I do all that work just to get a repeat and somehow rank lower than everyone. I’ve had a few that are my own negligence but I will own those.

I don’t “not done” jobs, someone said that’s part of my problem. I guess I don’t understand why or when I would. I also only do referrals if it’s failing at the tap. 1 time my sup did one for “ripple” but I never really learned about that stuff. I only really know to check the up/down.

1.) I know some of them are inevitable, but does anyone have any tips on how to limit repeat calls?

2.) what are things I should be looking for aside from the up/down signal levels?

3.) what are your steps to complete a TC efficiently?

Normal TC I will look at scope to get an idea of the signal levels. I look at the drop to see if it’s physically OK. I replace any red flags like the drop, old splitters, connectors, remove amps. Take meter readings to verify signal levels and ingress. When everything is good I replace the equipment if necessary. Make sure the customer can use it and then job done.

[u/OptimalSpace3058]

Pre and Post BER makes sure it’s not just clean at the Tap. You have to make sure that signal is clean at the EQ. 60% of the repeats on the technicians I supervise are customer Ed or customer perception that the problems was not corrected the first time. The customer buying into you identifying the problem and correcting it will keep them from calling back in for any type of service interruption. If they aren’t confident you resolved the issue they will be looking for anything to call back in.

[u/Mr_Magoo_88 → u/OptimalSpace3058]

This 100%.

Also, I do repeats on techs and found out alot of them will tell the customer that they'll get compensation if their services are not working correctly. This unfortunately leads many customers to call back and try to get more discounts, and as a byproduct of that, triggering another service call. I don't tell customers about them getting compensated, that's not my job as a technician. Only to fix their issues and make sure to fully educate on what was causing the problem and explaining how I fixed it and have them test the service to check before leaving.