Repair, Retraining for Errors

It’s very important that customer repairs are taken in using complete information and descriptions. Any mistakes that are made set us up to be liable for damage that we might not have caused, or pay too much to replace in case of loss. The correct procedure is detailed in LHFJ policy “Taking in Repairs.”

Taking in a repair involves a lot of details and it may take some practice to get it right. However, we cannot rely on the Repair Department to fill in what’s missing on the repair slips. Repair slips must be completed while the customer is in the store. The customer could accuse us of causing any kind of damage that is noticed after they leave the store.

We do our best to train everyone on the sales floor in how to correctly take in repairs, but sometimes not everything sinks in at once. In order to help you get it right without worry, we are setting up a retraining system so you can practice any parts you are missing and get it right then next time.

The Repair Manager will send a screenshot to the COO of any repair slips that are submitted that are incomplete or inaccurate. The COO will order retraining for the person who took in the repair. If a sales assistant took in the repair as a result of being asked to put it together by a salesperson who actually took in the repair from the customer, then both the assistant and the salesperson will be retrained.

Repair designates someone from Repair to do the retraining. That person schedules with offenders to meet in conference room to go over what was done incorrectly and how to do it correctly. This training must take place within 3 days of the report of incomplete/inaccurate repair slip. A brief report is sent to HR to confirm the date and which person(s) was retrained.