Ecmweb 7203 Bill Murdy Pr 0
Ecmweb 7203 Bill Murdy Pr 0
Ecmweb 7203 Bill Murdy Pr 0
Ecmweb 7203 Bill Murdy Pr 0
Ecmweb 7203 Bill Murdy Pr 0

Residential Service Truck Success

March 19, 2015
Maximize your service electricians' success through proper selection and replenishment of residential electrical items.

Without a doubt, one of the most frustrating aspects of running a service business is having your electrician leave the job and drive to the nearest supply house because he didn’t have the part in stock on the service truck to complete the job. Unlike a new construction project, where the parts are ordered ahead of time and measured out, each service call features a bit of the unknown. Descriptions by homeowners are often difficult to decipher, and it gets more complicated when relayed through a customer service representative or call taker. Here are some ways to maximize your electrician’s success while on the call.

Take a multi-level approach to stock replenishment

Your first task should be to make sure your trucks carry what is needed to take care of the customer’s original request. Maximizing inventory requires an organized truck. Most “off-the-rack” shelving systems do not offer enough density in their storage space for all the parts that are needed for this line of work. Install additional shelves and incorporate readily available bins that are labeled and indicate items and the quantities to be carried on the front of each. All of your trucks should carry the same items in the same locations. The main goal is to have the diversity in parts needed to handle most calls.

The quantity of items we carry on our residential service trucks is much lower than what’s carried on a typical new construction truck. But with lower quantities comes more responsibility. You must be diligent in replenishing items used on a daily basis. A purchase order system has to be in place to enable this process, and your company needs to either back up inventory at the shop or have a supplier contract in place that can provide daily deliveries of often-used small parts. Many of the larger electrical distributors offer consignment plans, so you may be able to rely on them to warehouse the inventory and pay for items as you use them, which is another good option to help with cash flow.

Establishing what electrical items to carry

If you’ve been in the service business for a good amount of time, reviewing past material invoices can give you an indication of the most common items being used. But remember to review for seasonality, as popular items in the spring will vary greatly from the items you use in the winter. Carry the popular devices in all colors (e.g., switches, dimmers, receptacles, and plates). Maintain cable inventory to be able to accommodate circuits from convenience outlets to an electric range, and stock all the devices needed at both ends of the circuit. Be prepared for low-voltage systems too, such as doorbells, cable TV, and telephone equipment. Circuit breakers need to be carried for replacement for all manufacturers or an “approved” alternate. In addition, it’s a good idea to carry a 100A and a 200A panel and a meter pan for those special situations that might arise. Boxes, conduit, and fittings should also be stocked in sufficient quantity to complete most jobs.

Beyond the basics, you should also stock items that can make your customer’s life easier (e.g., outdoor motion detector light fixtures and timers) or safer (e.g., arc fault circuit interrupters, ground fault circuit interrupters, and surge protectors). Although you’ve arrived at the home to take care of an immediate need, if you don’t educate the consumers and offer them options on updating their electrical system, you’re not doing your job properly. More important, if you don’t have the product on hand to follow through on the work, then you’re probably not going to make the sale.

Don’t forget about the tools and equipment

At this point, we’ve covered most of the electrical components required to complete most residential calls. But you still need to add the tools, ladders, drop cloths, a vacuum, and other equipment needed to complete the job. You need to set up a space for everything on the truck, and keep everything it in its place. Organize an area for the technician to maintain his personal tools, and verify that the company-supplied tools are neatly organized as well.

In addition, store all of the necessary paperwork and forms needed to price out and collect payment on the job, including customer invoices, inspection report forms, and any promotional material in the driver’s compartment. It’s always a good idea for the technician to maintain a “brag book” too, which shows photos of his past work. Like the rest of the truck, it’s important that everything remains organized and easy to locate. It’s also smart to carry a waste bin in the vehicle to keep things neat and tidy — especially the dashboard area.

Once everything is set up, create your master directory as the prototype for all your vehicles. List out your bin numbers, what goes in them (and in what quantity), and map out your truck. It may seem like an overwhelming task to undertake, but doing it once the right way will pave the way for all of your future vehicles.

It might sound like you’re going to need an 18 wheeler to get the job done, but by properly organizing and not “over” stocking, you should be able to fit everything you need into an extended van.

Murdy grew up in the electrical industry and holds a degree in electrical engineering. He has been in the residential electrical service industry for 30 years and has been a business owner for more than 25 years. He independently owns and operates the Mister Sparky electric franchise serving western Long Island, N.Y. He can be reached at [email protected].

About the Author

Bill Murdy | Owner

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