Repair process of a cell phone through a repair shop software is a great liability. Any mistake or misunderstanding during the repairing process can put your repair shop in legal jeopardy.
But you can mitigate this problem by creating pre and post-repair checklists.
Pre and post-repair device checklist
Pre and post-repair device checklists include closely scrutinizing and documenting the device condition before and after repairing it.
Making a pre-repair device checklist usually consumes 3 to 5 minutes. So, make sure you do this in the presence of your customer to avoid any false allegation regarding the repair.
A post-repair device checklist includes inspecting the device after the completion of the repair process. This practice helps the tech to compare the condition of a device before and after its repair.
It is good to make pre and post-repair checklists an integral part of your repair ticket management. So your employees will not miss out on any issue.
Why is a pre-repair device checklist imperative?
Documenting the problems of a device is as important as their identification. The pre-repair device checklist tells the exact condition of the device to both parties, the customer and the repair shop tech.
Here is how important this feature is.
Chance for upsell
A customer comes to you with an issue, and you offer them a solution. Then, through a pre-repair checklist, you can identify issues in the device which the customer does not even identify.
At the same time, you can offer them a solution for a problem they are not even aware of. Here you have a chance to upsell.
Avoid bad reviews
A customer comes to your repair shop. He asks for a screen repair. You open the device and notice an issue with the mic as well. You ignore this and don’t even mention it. After repairing it, you return the device. The customer finds the mic is not working and puts the blame on you. This results in an unsatisfied customer and a bad review.
But, you can avoid such problems by creating a pre-repair checklist through your repair shop software. It will keep you and your customer informed about any issues they might be unaware of.
By identifying the problem, you free yourself of any liability and ask the customer if they want to fix the issue.
If you are honest with your customer and pre-inform them of such issues, they will eventually generate good word of mouth for your repair shop.
Helps to build good customer relations
A customer comes to you for a repair. They give you their device, and you start filling the pre-repair checklist. While you’re going through the diagnostics, you can have a chat with your customer. This gives you the ideal opportunity to connect with your customer.
For instance, tell them a few hacks to boost their device’s battery life and get their loyalty in return. Good customer experience will convince them to come back to your shop to make future purchases and create good word of mouth for your business.
So this strategic effort to build a relationship with your customer can lead to their loyalty and referrals.
Helps to maintain records
The core purpose behind generating pre-repair device checklists through repair shop POS software is to document problems. Through this before and after comparison, you can analyze the device’s condition.
Keeping records of identified problems helps your employee to deal in a better way. For example, they can check if a device has been properly fixed or not. Or if your repair has caused some other damage to the device.
Who should do the pre and post-repair check?
A person who knows how to talk well with customers should fill a pre-and post-repair device checklist. Then, that person will be able to strike a conversation with your customer whether they are visiting your shop to get a device repaired or pick up a repaired device.
Also, they must know the tricks to upsell.
Tip: If a pre or post-repair checklist is consuming less than 3 minutes, you must be missing something out.
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Understanding pre and post-repair device scan
A device scan uses diagnostic software which inspects problems in a device. This can be simple and advanced. If you want to do an advanced inspection, using paid diagnostic tools is a good idea.
For instance, if a customer brings in a phone, the LDI will tell you if the device has been water-damaged. But to understand the extent of damage, you need a diagnostic tool.
Diagnostic tools can also provide information regarding the battery life and age of a device.
What are data privacy procedures?
You started the repair process and accidentally lost the data of the device. Now, what is the way out?
To avoid any legal accusation in such cases, follow data privacy procedures. You have two options.
The first option is to assure them that you will not cause data or privacy breach through a legal document. A certificate or legal document will help you to gain the trust of your customer.
Furthermore, a trusted customer will give you easy access to his device by sharing his passcodes.
Another option is not to take any liability for customer data loss. For example, Apple’s customer data policy doesn’t make them liable in case of losing data.
To help you, here is a sample checklist for you:
- Home button and the power flex
- Ear Speaker
- Digitizer (the entire screen)
- Volume and ringer
- Charge port
- Camera (back and front)
- Headphone jack
- Water damage
- Carrier connection
- Proximity sensor
If a pre and post-repair checklist is within the POS software, that’s great. But even if it isn’t, using some other tool or just a printed-out list will help you avoid liability.
Such checklists also help repair shops avoid unnecessary delays and reduce repair cycles.