The Most Expensive Service Call Is the Second One, Yet Most Field Service Organizations Normalize It
A second service call rarely looks like a strategic failure on a dashboard. It appears as another work order, another technician assignment, or another customer follow-up. That accounting view makes repeat visits look operationally normal, even when they are financially destructive. The first visit carries the visible cost of dispatch, labor, travel time, and parts handling. The second visit carries all of that again, plus customer downtime, SLA pressure, escalation risk, and lost technician capacity.