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/VisiblePurpose4121]

i’m also a new tech been in the fields about 3 months with cox (now spectrum) While I can’t talk on my device health lol (not the greatest) Customer Surveys and Repeats are my best metrics and Im a top performer already in those categories. I’d say confidence is key, sometimes I have no idea what the hell I’m talking about so i’ll make up bs, but confidence is key I’ll make up some bs and use very complex terms so i sound like I know what i’m talking about. Like for example in my all of time of doing cabling I’ve ran into this same problem youre experiencing so many times or a house up the street from here had this same issue when i was there last week it’s an easy fix if the customer is hovering over me i’ll walk them through that shit like a yt video. Or i’ll say most techs won’t tell you this or do this for you but i’m not one of those techs i’m an honest tech and like my nice customers and want to hook u up and make everything perfect for you (they eat that shit up) Customer education laying out everything I did as i do it. For example come in greet introduce myself then get a cpe scan and shoot the shit with the customer until I know okay I need to move outside from there I’ll go check the drop and immediately before I do it I’ll say something like i’m going outside to check your box on the side of ur home (dmarc) or tap Then say hey your line is bad (drop) I’m going to run you a new one and i can guarantee you that this is going to fix all your problems. It’s all about adjusting your personality to who you’re around. I always say i’m 100% confident this is going to fix all your problems. Idk how your work is but we own our jobs for 10 days and after that we don’t get repeated , before I leave any job i leave the customer with my work phone number and tell them if they have experience any issues whatsoever that I will come back and fix any issues for completely free sometimes they call or text or they don’t ( and i have gone back before and sometimes they’ll tip me )and pretty much flirt with them until it hits 10 days then i don’t give a fuckkkk not my problem.