So much of your most important metrics are out of your control. Even if you meet say appointment rate it can be taken away through no fault of your own. Caller has a high deductible and wants to think about it and claim is voided and it goes against you. Caller wants an appointment that day and there aren't any with Safelite and it counts against you. Even if you get them to schedule just in case they can't get anything sooner and the caller calls back in because they did find something sooner it counts against you. They should be happy they found something sooner to get the structural integrity fixed. It is so unfair and it used to be much fairer. Express your concerns with a sup and it counts against you. You can do everything right, get the appointment and the caller can call back in for some reason and change the shop and it counts against you. That is completely out of your control. They love to intimidate you into silence and don't want to do anything but blame the employee for them not making money off of that caller. Caller decides a claim doesn't make sense because the insurance company is only paying a few dollars and they void the claim and it counts against you. It is a racket all the way around. This employer knows how they run it now isn't right but they don't care. They hate lower tier employees and have no respect for them. They have no empathy for the caller and all they want is their money. Sell someone $60 wiper blades who drives a old car and have probs making ends meet. They don't care about the lower tier employees so why would they care about the callers and the predicament a claim can put them in.
