Radio broadcast .. (1922-30)

Pertinent Remarks by a Practicing Service Engineer HOW WE LOOK AT SERVICE PROBLEMS By MILTON B. HAGER MOST SERVICE articles which we have read in worth-while radio pub- lications have been written either by a radio engineer or by an executive of a high-grade independent service organiza- tion. Although this article has been written by an engineer, the author has been actively engaged in radio installation and service work for one of the largest radio retail chains in the East. Therefore, an attempt will be made to consider service problems from a slightly different angle. On the other hand, it is not intended to lay down an iron-bound set of rules for dealers to follow, but rather to give them ideas which they may adapt to their own needs in their own localities. Regarding Installation First, the matter of installing sets will be considered. In this connection we have found that the most economical method of delivering receivers is to send out a light truck with as many sets as may be handled at one time, using two men on the truck. As it takes a good man to make more than four installations in an eight-hour day, the maximum load for the truck for a full day's work would be eight receivers. Throughout the day the men split up so that only one man works on the actual installation of any one set. Some dealers fit up a special truck for installation work and equip it with all sorts of special apparatus for facilitating the work. However, we have found that this is not necessary. We carry a small kit which contains a few tools and the neces- sary accessories, such as antenna wire, in- sulators, ground clamps, etc. We also have a few odds and ends of lumber and some short lengths of bamboo, as these often simplify the work when erecting an an- tenna on the roof of an apartment house. When working in an apartment house district a ladder is not always a necessary piece of equipment as a step-ladder, which may be borrowed almost anywhere at any time, will usually give access to the roof. Of course, one-, two-, and three- family houses present problems of their own but even here we have found that a convenient ladder appears with pleasing regularity. In the case of two- and three- family homes tall clothes poles are common. These make an excellent antenna mast and are usually fitted with spikes strong enought to permit the average ablebodied man to reach the top. Above everything else our servicemen who work on installations are cautioned not to drive nails in a roof. Failure to follow this rule would cause considerable damage to customers' houses and would give the dealer a poor reputation. Our servicemen are also told not to solder joints in the antenna, lead-in, or ground wire. It is both difficult and inconvenient to make a good soldered joint out of doors and we have found that well-taped, clean, mechanical joints are just as satisfactory. For the Some people like company." ground connection we usually use a radia- tor, but we make sure that all paint or rust has been removed from the pipe before applying the ground clamp. The customer must be pleased and this means that the serviceman must watch his P's and Q's while working inside the house. He should keep his hands clean. He should treat the customer with courtesy and respect at all times. If it is found neces- sary to move furniture, he should ask per- mission, and then, when he is finished, things should be put back in the order in which they were found. Before leaving he should also instruct the customer in operat- ing the set and at the same time make .sure that everything is in good working condi- tion. If it is a C.O.D. installation it is also necessary for the serviceman to watch the collection. In this case the best rule to apply is, "Be courteous but advise the office at once in the event of any misu misunder- standing." Routine Calls '.4 convenient ladder appears with pleasing regularity." Every dealer has a great many service calls which of necessity must be scattered throughout the day to meet the con- venience of the customers, noon and late afternoon calls being the most numerous. These calls can be made profitable only when they are handled with care. It is necessary to route your calls carefully to save time and mileage. Don't bunch your calls but spread them out over the week. One must be reasonably prompt, but re- member that you can't have six servicemen on Tuesday, none Wednesday, and two on Thursday. It is also wise to concentrate on service calls in wet weather when it is unwise to attempt putting up antennas. Your men should be instructed to make all calls short but consistent with courtesy and service. On an average it will be found that calls do not take more than one half hour each and if care is taken in centraliz- ing the work of each serviceman to a particular portion of the city very little time will be lost between calls. From the viewpoint of efficiency it is highly important that the outside service- men be properly equipped. Every man should be provided with a reliable set- analyser, and the dealer should make sure that he knows how to use it. We use one of the most inexpensive set-testers on the market but have found that it answers perfectly in ninety per cent, of the cases. Twenty-five dollars should cover the cost of the individual equipment that a service- man uses when he is out of the shop. Be- sides the set-analyser and small tools each serviceman should carry a pocket volt- meter, a battery tester, and a complete set of tested tubes. Another principle which we have found important in servicing receivers is not to attempt making any extensive repair in the customer's home. If a test indicates that the work could be performed best in the shop the serviceman should take the chassis, power pack, loud speaker, or the whole works, if neccssars. to the shop for repair. Incidentally, what the customer doesn't see can't cause comment. Servicemen should also be trained in the way they should talk to customers regard- ing their receivers. The customer should !«• told that most standard sets are good value at the time of sale and that he (the service- man) intends to repair the set so that it is capable of giving as good service as when it was new. Most people appreciate good service, and good service begets confidence. Free Service on New Sales In addition to his regular service bus- iness the dealer must give equal considera- tion to another form of service which may seem less profitable but which is just as important—the free service on new sales. We back the manufacturer's guarantee and in many cases service both set and tubes for a period of six months without additional charge. We find that the tube service in particular is a big factor in making your set sales stick. All these free service calls, of course, should receive just as prompt attention as the paid calls. Servicemen must be selected with care. RADIO BROADCAST published an article (April, 1929, issue page 405) giving a good stiff examination. Get a copy of this article and then find out how your men measure (Concluded on page 188) "'Before leaving he should instruct the customer in operating the set." 146 • JANUARY 1930