Re: Service Department Suggestions?

["Everywhere Man" <alarminstall@xxxxxxx>]

So when the client calls for support and gets disconnected they can pay
the $30 again? Franklin, I am ashamed of your response. Old age is
making you loopy. You're losing your wits. My suggestion is that you
grab a bag of snowballs and head down to the border and assist the
Canadian minutemen in keeping American wetbacks from sneaking in for
jobs.
They want you at that igloo. They need you at that igloo.

Frank Olson wrote:
> JW wrote:
> > We are in the process of a merger and will retain two offices (about two and
> > a half hours away from each other). While we will have service techs,
> > installers and sales staff at both sites, some of the management will be
> > shared.
> > We're looking at ways to share the tech info and streamline communications
> > between the two offices. Because of increased clerical support staff in one
> > office, I'm thinking of diverting all phone calls to one site with calls
> > being dispatched to the other when needed.
> >
> > If you have any recommendations for technology or remote
> > management/consolidation/structure suggestions, please share.  We'll have 7
> > or 8 service techs in two locations providing service (phone and field),
> > doing remotes and inspections.  We currently use ALARM software from
> > Z-Micro.  Also checking out google calendar (web-based). We're using an
> > older dos-based database for our tech detail/documentation and are looking
> > for a good program to use as we upgrade things.
> >
> > One last question: Over the years we've been providing a lot more tech
> > service over the phone. Basically we only charge (sometimes) when an actual
> > remote programming session is needed. Otherwise all the tech time (which is
> > substantial) has been free to customers (and not all even pay monitoring
> > fees since we have many local fire alarm systems). Giving good service feels
> > good but I'd like to explore ways to be responsive and still recover some of
> > the costs.  Do any of you bill for tech assistance over the phone? Do you
> > have customers pay some type of retainer for it or do you just consider part
> > of the cost of doing business. Many times we're walking customers through
> > tasks we used to get paid to go out and do (code changes, battery changes,
> > trouble-shooting). If you do charge, what kind of reaction did you get from
> > customers?
> >
> > Thanks for any thoughts/ideas!
> >
> >
>
>
> Several individuals have offered some really good suggestions.
>
> As for telephone technical assistance, go with a 900 number.  You can
> tailor this with a minimum upfront charge (like $30.00 - $40.00) and no
> per minute charges so they don't feel "pressured" by the time it might
> take to come up with a solution.