A customer's comment made me rethink my diagnostic process

I was working on a noisy dryer in a home over in the Westgate area, and after I replaced the idler pulley, the homeowner asked, 'Do you always check the drum rollers first, or just go for the loudest part?' I realized I was often just chasing the noise. Now, I start every dryer repair by manually spinning the drum to feel for roller wear, even if the belt or idler is screaming. It's added maybe five minutes to my initial check, but it's saved me two callbacks this month alone. Has anyone else had a simple question from a client change their routine like that?

3 comments

3 Comments

terry_bailey352mo ago

Sounds like you were already doing a pretty good job if you only had two callbacks. Maybe you're overthinking it now?

torres.jason1mo ago

Nope. Two callbacks is STILL good. Overthinking is the real enemy here.

jake1572mo ago

What if the two callbacks were for big things that really matter? Getting those right could be way more important than a bunch of small wins. Focusing on fixing those might be the real goal here.