Phil Risher argues that HVAC, plumbing, and electrical technicians should fix all related problems on a job, not just the one the customer reported. He ties thorough work to higher income and proposes paying CSRs a base salary plus a cut of each ticket to encourage teamwork.
You think that when you go in and you fix the thing you were called out to do and you leave that, that's a good job. It's not. If there's five other things that still need to be done and they happen to call somebody else to get that done, that's on you. That's not a good job. And then we get to the point where they realize, holy cow, by doing a job, it actually positively affects my income. Ding, ding, ding. And then we talk to the CSR about giving them just a low base, and then we give them a piece of every ticket, and they work as a team in tandem with the technicians.
