Being Prepared to Repair Customer Problems
There are a lot of things that can happen once a garage door has been installed. In our case, we try to keep track of the garage doors that we have installed. This is in order to ensure that when something happens, we know about it and are prepared for it. That doesn't mean that we spy on our customers or that we keep a database and call them often. That would be a good thing to do, though. Instead, we keep our ears to the ground and we pay particular attention to the news in our neighborhood.
We at garage door repair Whitestone may seem like a small operation, but we do keep abreast of developments when it comes to garage doors. For instance, new garage openers, or new technologies, are something we like reading about and we send our staff for training whenever we can. These are brand names which are famous in the industry, and these manufacturers usually have their own technology or manufacturing design and signature. If just have to make sure that when they do something new, we are there ready for it when the product rolls out.
Sometimes things do happen quite fast and we don't have the time to adjust. In most cases, it's the small things that happen. For instance, there's a concept called mean time to failure (MTTF) and another concept called mean time between failure (MTBF). The first is a graph of expected time to the first failure of a product. It could be a light bulb, a computer, or a remote control. MTBF, on the other hand is a variable which describes the time between one failure and the next instance. These are variables which we could not control. What we can control, is called mean time to repair or MTTR. This is a time span which we try to limit by resolving problems as soon as possible.
One thing we noticed is that customer problems occur in waves. One customer might come in with a remote control problem. After the second such problem comes in a few days later, we would be preparing for the third or the fourth instance. It is a rudimentary prediction method, but unless the errors become a trickle, we don't relax. We are not sure if this is due to a manufacturing batch error, or if things happen on the customers' end which makes these problems happen.
We do know that sometimes nature takes a hand and all we can do is shake our head and repair the problems. A bush fire or a flooding in an area is not something we can predict nor control, but when that happens, we make sure that we have the replacement spare parts for everything from garage door, cables and hinges, up to the remote control.