How We Match Technicians to Customers - Wisler Plumbing & Air

The most important thing for us to do as a company is make sure the right person goes to the right call. Everyone loses when that doesn’t happen. If we send a technician who doesn’t have the relevant competency out to someone’s home, they will be frustrated because they struggled to complete the task. The client is going to be very frustrated, too, because their concern was not efficiently resolved. Time is very important to everyone, so if we have to go back to do something twice, it’s absolutely no fun for anybody involved. We’re very much keyed-in to trying to get the right tech on the right job so these things don’t end up happening.

It can be very challenging to pull this off sometimes, though, because we may not fully understand the issue that we’re sending someone out for. Sometimes we’re making educated guesses about what potentially could be going on, so we have to compensate when we’re assigning the job to a technician. We also have a lot of technicians who specialize in a certain area. For instance, our plumbing technicians don’t cross over to HVAC and vice-versa. Our maintenance technicians specialize in maintenance and are not service technicians.

We always look at the skill level of the technician and the skill level required for the actual task being requested and try to match them up. That way we can divvy out jobs and tasks to the individuals who are specialized in those areas. If they do a specific kind of task day in and day out, they’re going to be much better at it than someone who might run three HVAC calls, four plumbing calls, and a couple of water treatment calls every week. If a technician was constantly doing different tasks, they’d never find a groove. We think the best strategy is to have specialties within our techs so we can field the right person for the job.

We also look at the priority of the call. For instance, no-heat calls and no-water calls are very important and generally are given a higher priority over a dripping sink faucet. We also give priority to our Diamond Club family members as one of the benefits of the program. When one of our Diamond Club family members calls in for service or maintenance, we try to give them priority over someone who isn’t a Diamond Club family member.

We have a role in our company that is entirely dedicated to dispatching technicians. Kresta is our dispatcher here, and she has a couple of people who back her up while she’s away. (She’s been with us for about 7 or 8 years now.) She’s very capable of getting a handle of any situation and knowing how to match a technician’s skillset with the task. The dispatcher’s role is ultimately to get the right call to the right tech as the calls come in.

If you have any questions, reach out to us today by giving us a call at 540-483-9382. You can also request an appointment online if you’d like to get a technician out to your home for plumbing or HVAC maintenance or repair.