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Goals in this section can be used for employees directly

involved in the repair of machinery of various sorts and

trades like plumbing, carpentry, auto mechanics, and

welding.

Customer Communication

■Provide an estimate to the customer within the time

span agreed upon.

■Inform the customer of any other mechanical problems

found during repair.

■Explain clearly the consequences of not repairing a

mechanical problem.

■Provide advice to the customer on whether a repair is

worth doing.

■Notify the customer when the repair is completed.

■Contact each customer one week after repair to deter-

mine his or her satisfaction with the repair.

■Present a clear, itemized bill upon conclusion of repairs

that comes within 10% of the estimate.

■Notify the client if arriving more than 10 minutes late.

■Inform the client of options regarding repair parts and the

merits of each so he or she can make an informed choice.

Diagnosis and Quality of Work

■Diagnose problems accurately at least 95% of the time.

■Ensure that repairs do not have to be redone within one

year.

■Ensure that repairs outlast warranty on repairs in at least

95% of cases.

■Attend appropriate training courses each year to refresh

diagnostic skills and learn about changes in new models.

Mechanical Repair and Trades

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