What do customers look for in a service technician?
In an ideal universe, a repairman would appear at our front door five minutes after we realized our equipment was broken, fix it for free and disappear again for another five years till it broke again.
That's not reality, of course. More realistically, you want to be able to find a technician easily, pick up the phone and call, and get a live person, not a recording. You want the technician to arrive in a reasonable amount of time and not waste your whole day, make the right diagnosis, have the right parts in his vehicle, and fix your equipment correctly the first time. All for a reasonable amount of money. And when problems do occur (and sometimes they just do,) you expect to be able to pick up the phone again and handle it easily.
