Chris Collins explains how pay plans shape what employees actually do. When technicians earn commission on external warranty jobs but not internal work, they ignore the broken jet ski in the shop. Paying for all work types fixes the problem.
If we agree that the pay plans drive behavior, then you're driving the behavior away from warranty and internal. So somebody just bought a bought jet skis over the weekend and now the ICB flipping whatever lights on. And what happens when you call? You can come in 2027. Good luck with your paperweight of a jet ski that you just bought and your brokenhearted girlfriend. Screw her too. We don't care because we don't get paid on internal. So pay them on everything.
