Subscriber Discussion

Do You Make Service Appointments?

JH
Jay Hobdy
•Aug 12, 2017
IPVMU Certified

If a customer calls and says, 3 cameras are down, do you give them a firm day and time? Tuesday at 1pm?

This is commercial clients, not residential.

We do not give a time, but a day. Setting a time is just a waste as we would wind up rescheduling most calls. 3 cameras down can be as easy as rebooting a switch, resetting a breaker, or as hard as having to troubleshoot a broken wireless link, tone cable, replace devices etc. Wide time frame.

 

I ask because almost every dispatch/service software I have tried wants us to make firm appointments. We usually can not dispatch to a tech, or email the client the work order unless there is a set time. 

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UI
Undisclosed Integrator #1
•Aug 12, 2017

When I scheduled services, or when I recieve services I expect a time frame.  Maybe you can do 8:00 to 5:00 or whatever, but frankly service industries are now being regulated to provide a short window.

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John Bazyk
•Aug 12, 2017
Command Corporation • IPVMU Certified

If it's the first stop of the day we give them a time. We mostly want to make sure someone is there to let us in. Otherwise we say late morning, early afternoon...etc. some businesses we service do require exact times with them we always schedule first thing. 

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MC
Marty Calhoun
•Aug 12, 2017
IPVMU Certified

#1 Rule- Be polite and seek as much information as possible while speaking to the client requesting service.

#2 Rule- Make every effort to service clients the same day or certainly within 24hrs of the request. If for some reason it becomes impossible absolutely inform the client that you will not be able to visit the site and explain that you have not forgotten them and will be on-site when you say you will.

#3 If you sell it, stock it-No customer likes a broken widget and the company that sold them the widget cannot resolve an issue within 24hrs.

You would be surprised to learn how important speedy service, proper inventory and keeping the client in the loop will bring you positive comments.A happy client will never hesitate to refer your services to others instead of the guy that takes service to be a hassle and has the attitude 'fix it when we get to it'. 

Just saying....

JH
Jay Hobdy
•Aug 12, 2017
IPVMU Certified
In reply to Marty Calhoun

Marty your advice here is sound and I agree for the most part. The only questionable items is stocking cameras. As a smaller integrator, it is hard to keep cameras in stock, because we have sold so many different types, fixed,varifocal, bullet, dome 3.6mm, 2.8mm, 6 mm, etc.

 

But maybe having a some loaner cameras would be a good idea. We already do stock switches, etc.

 

 

But the point of my question is the actual time frame. It is almost impossible to set a time. It is pretty hard to tell how long a service call will take due to so many variables.

 

I would like to know why most service dispatch programs are so hung up on appointments. We also have non urgent issues like I need my phone app configured, or a TV is down etc. Those we like to put in the system and address when more convenient for us.

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UM
Undisclosed Manufacturer #2
•Aug 13, 2017
In reply to Jay Hobdy

I agree, Jay, and I think John conveys what most good service providers "can do"- if it's the first appointment of the day, that is easy enough to commit a time too, or at least a short time window. Past that it is very iffy, and you should not back yourself into a corner. Most important thing is to keep the customer informed. I've heard so many stories from customers about other integrators who just show up whenever, and that's like a week after the call was placed. And look at it like this, many times even the phone and cable companies would only give you the day they would show up, many times several days after you made the call, sometimes a week, though they have gotten better about it lately.

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