Some Customers Call Tech Directly, Refuse To Call Central Office

I have a question and would like some input from others, please. We have some customers that absolutely refuse to call our office for a service call or support. They call the technician directly. On one hand, we are grateful they call, but on the other, we have no way of knowing that there was a call, what systems are involved, call/issue tracking, performance etc. Some, despite our best efforts, want to call that tech. The next thing we know, there is a call or email about an ongoing issue we are unaware of. We are caught with our proverbial pants down.

I am interested to learn how others handle this, or is there anything to handle? Thanks in advance:)

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****, *** ******* ** that **** ** * good ******* ** **** since ** ******* (** me) **** **** ****** trust *** ******* **** techs.

** ***** * *** to *******/****** *** ***** to ****** ** **** to *** ******* ******? Forcing ********* ** **** the ****** *** ****** goodwill / ***** ***********. Thoughts?

* ***** ****** ** not "*****" ******; * agree **** ** *** cause **** *** ****. I ***** ****** ****** people. * ***** ****** they ********** *** **** to *** *** ******* to ****** * **** customer ********** *** ***** own *******.

** ********* **** ** the ***** *** ****** about ******* *** ****** pegs ** *** ****** holes, *** **** *** only ** ** ****. That **** **** **** the ********'* ***** ** the *** * ***** as ****.

** ***** **** *** just ********** ** ** it ***** ***, *** get ***** **** *** wheel ****** ** ******.

*** ** ** ****, I ** *** **** thing. ** * **** an *****, * **** the *** *** ***** one *** ***** ***** two ***** *** ** the ****.

***** *** ***** ****. My ***** *** ********** to ******* ** ******* the ***** **** *** phone, **** ******* **** to *** ****** *** scheduling ** ** ****** is ********. ** ***** a *** ** **** for ** ****** *****, as ***** *** ********* much ****** ****** ******* they *******. ** **** helps ******* ******* ******* between ****** *** **********, which ********* *** ****** hood ** ****** ********. My **** **** ***** with ***** **** ** it *** ********* **** reason, *** ***** ** techs *** *** ********** by ** **** ** see *** ********.

***** *** ******** * ****** ****** *** **** **** ***** create ******* ******** **** ******* * **** ****.

**** *** *** **** ****** **** ******, *** ***** ** whoever ***** ** *** ****** ****** *** ***** ** **** back ***.

* *** *** *******

*) ***** **** ***** not ** ****** *** phone *** *** *** call ** ** **. Then **** **** ******* the ** ** **** ticketing ****** ** **** team *** *******. ***** the ****** ** ********* I ***** **** *** customer ** ***** *** best ********* ** ********** support *** **** ** they ****/***** **** ******* team **** **** *** the ******** ********.

*) **** **** ***** answer *** ***** *** then **** **** *** up * ****** *** them ** **** **** can **** ** *** support *****. **** ** inefficient *** *********** *** be ******. **** ******* if **** **** ** driving ** ******* ** another *******?

****** * ** *** ideal *** ******* ******** could ** ****** ** completed *** *** ******.

*** ** *** ***** dispatch ** *** ****? Are ***** ***** *****?** there *** ** ****** manager ** ******* ******** the ******* **********?

** *** **** * ticketing ******?

***** ****** ******* **** are *** *****, **** do *** ******** ******* requests, ***.

*** ****** **** ***** a **********, ** ***** have *** **** **** to ****, **** **** the ****** ** **** the ****** ** **** do *** ******* ***** own ******** *** *** office *** ** ******** it. ** *** **** can *****/**** *** ****** and *** **** ****, she *** * ******* request.

** ***** ****** ** the ****** **** *** provide ***** *******?

* ** ******** **** is ***** ****.

**** *** ***** ***** yes. **** *** ** another *** ** ******* and *** *****. *** customer *** * ************ with ****. **** ***** do **** *** ****** but ********* **** **** get **** *** ******. No *** ** *******.

***** * ****** ****** and ** ** ****. We **** **. *** you ***'* ***** * ticket ** *** ***'* know ***** **.

** ** **** *** in-house ** ***** *******, but **** ***** **** the **** **** ****.

** **** ****, * good ******* ** ****.

******* * ****** ** the **** ***. **** anyone **** ** *** do ** ***** **** Constant ******* ** ******* service, ** ****** *** the **** ** *** group?

** *** **** ** write * ****** ** your ********* ***** ****?

** *** **** ***** be ** **** ** as **** ** ******** (via ********) *** ***** to ***** *** **** back ** *** **** office *** *** **** remain *** ***. *****'* a *** ***** ** that ******** ********** *** it's * *********** ********* for ***.

* ****** *******, *** it ***** **** ** an ***** ** *** like.

*** ********* ****** ****** customers ** ******* ******* via *****. **** *** send ** ***** ** a ***** *******, *** a ********, *** *** email ********* * ******* ticket. ** **** ***** enabled **** *******, *** it ** ****** **** to *** ** *** running. ***** ***** ** hour.

* ****** ** ***** to ********* **** ******* may ** *** **** route. **** *** *** email *** ** *********** of *** **********. **** thinking *** ****. * don't **** ** **** them *** ** **. There ** ******* ** be ******.

**** ***** *****. ******** it ** * ******** to *** ******, **** organized *******.

*** ** **** **** calling *** ***** ******** tech, ***** *** **** :)

* ****** ** ***** to ********* **** ******* may ** *** **** route. **** *** *** email *** ** *********** of *** **********. **** thinking *** ****. * don't **** ** **** them *** ** **. There ** ******* ** be ******.

*** **** ** *** world **** **** ******* with **** *** ***** and ***** *** **** to ***** **** **** on *** **** ******* customers *** "*****" **** to ******* *******.

** *** *********** *** can **** ********** ********* emails **** ** ********* as ******* ****** ******. We **** **** ** onboarding ***** **** **** sent ** *** ********* once **** **** ** with **. ** **** continue ** ****** **** to ******* ******* *** the ****** ********. **** is *** ********* *** are ***** ** ** once *** ********* ******** is ***** ** ******.

*** **** ***** ** ** **** *** ****?

****, **** ** * good *****. ** * MSP/Integrator ** **** ********* strategies. ** ***'* **** our *** ******* ******* in ** * ****** tech, *** **** ** encourage ** *** *** integration *******. * ***** if ** *** ********* large ***** ********** ** gov **** * ***** be **** ********** ** nurturing ******/**** *************, *** for ******* ******* **'* a **** *******.

*****'* * *** ***** in **** ******** ********** and **'* * *********** advantage *** ***.

** **'* * **** disadvantage ** *** ******** leaves. **** **** ******* if ******* **** *** to ** ******* **** customer *** ** **** get *** **** ***** what *** **** ******?

***** ** *** ***** ** **** ****.

** **'* * **** disadvantage ** *** ******** leaves.

****, *** **** *********** allowed ** **** ** customers ** **** ***** sales ******* **** ** go ******* ***?

***, *****'* ****** **** risk ***** ** ******** leaving *** ***** *** lots ** ******** ** terms ** ********* ******* and ********** ** ******* employees ** ***** ******** directly.

*** ** ** *****, I ** ***** ********* should ****** ********* / electronically *** ****** ** things. * ** **** emphasizing **** * ***** routing ******** ********* *** significant *********.

***** *** ********** ********* than *******. *** ***** team ***** ******** **** customers *** ******* *** opportunity ** ***** ***.

****, *** ***** *** empowered ** ***** *** problem ** ***** ***. They **** ** ** after *** ****** ** setup *** * **** of ****** *** ****** all *** **** ***** the *****. **** *** when *** **** ***** out **** *** **** doesn't *** *******.

* ******* ***** **** this *** *'** **** both ** ***** ****** in ******. *** *********** I ****** *** *** a ***** ****** ***** not ****** *** **** personal **** ***** ****** to ********* *** ***** reasons *** ****... ****** people ***** ** ** anyway, ********* *** ** the ******** *** ***** just **** *** ** cell ***** ****** ***** nilly.

*** ******* **, ***'* say *** ** ********'* favorite ****. ***'* *** he ***** *** *** cell ***** ****** ** 20 ********* *********. ** he's ********* ** * project *** * **** but ****** * ***** of **** *** ******** calls **** ********* **** should've **** ** *** office.

** ***** ** *** more ********* ** **** and ******* ******. *** tech ** ******** *** starting ***** ****'* ********* be ******* ** ******* interruption, ***** ** **** productive. *** ************* ** going ** ******, ******* you're ****** * **** to ****** ******** ********** and ******** ** ** the *** ** *** day ** ***'** ****** them ** **** **** they're ***** *** ******** it **** *** ***** when ****'** ******** ** be ***** ***** ******.

*** **** *****, ** Tom's **** ********** *** customer ********? ** ** documenting ******* **** ** did *** *** *** long ** ** *** be ******** ******?

***** ** ********** ** advantage ** ******** ******* from *** **** ******** the *** **** **** calling ***. *** * don't ***** **** ********* outweighs *** ****** ** could *****.

*** *********** * ****** for *** * ***** policy ***** *** ****** out **** ******** **** phone ****** ** *********

** **** *** *** integrator ** **** *** customer *****? *** **** the ******?

* *** ********** **** for ***** ******** *** for *** ******* ******** (e.g., **** *** * number ** ********* *** represent **% ** **** business), *'* **** ***** customers ** **** ****** communication **** *** **** technical ****** ** **** came ** ****** ** them/us ****** **** *** corporate ********** *** ******** submitting ******* **** ****** system.

** **** ***** ** enough, ***, **** *** office. ** **'* ****** things, ****, **** ** a **** *** ****** it. *** *** ******** requiring * **** **********, I ***** ********** **** them ***'** **** *** office **** **** *** confirm *******.

** **** ******* ********* is ******** *** *** have **** **** **** one ******* ****, ********* should ** ***** ** know *** **** **** than *** ******* **** and **** ******* ** there ** **** **** their ****** ** ***** care ** ** *** die ** * *** wreck *** **** *** (not ** ***** *****).

****, ** ** ********** it ****'* *** ***** customers *** ******** *** personal *******. **** ********** that ***** *** * whole ********** ** ***** to **** **** ** them. ** *** *** small **** *** **** like **** ***** *** because **** ***** $*,*** with ***.

******* ********* **** ** talk **** ******* *** have * **********. ***** customers **** ** **** sure *** ******* ** solved *** *** **** a ******* ** **** sure **** *******. ** have ********* **** * 24/7 * **** ***. There ** ** *** we *** **** **** SLA ** ********* ****** our ***** ******.

**** ** ** ****** is ******** * **** call *** **** *** say ********* ***** *********. He *** ****** ** but **** **** **** back ** ********. * am ****** ** ***** a ***. ** ************ should ******* ** *********** about *** *** ******* is ****** ** *** long ***, **?

* ******* *** *** 2nd **** :)

** ************ ****** ******* an *********** ***** *** the ******* ** ****** in *** **** ***, no?

***, ***% *** **** to ******* *** *** process ** ****** *** what *** ****** ** they ***** *** ** a **** ********. ** some ******** ***** **** and *** **** *** how **** ****** ****.

* ****, *** ***** You ****. ****** ********.

***% **** ***** ****. The ** *** *** site *********** ******* ****. Documentation ***** *** ****** be * **** **** shoved **** **** ******* on *** ****, **** half-assed, ** *** **** at ***. *** **** of *** ******** ******* history ***** *** ***'* accurately *** **** **** particular *** ***** **-********* issues ***.

***** ** ** **** answer *** **********. *** option ** ** **** the **** *** **** the ****, **** * message ********* **** ** call *** ****** *** assistance.

*********** **** ****** *** inform **** *********** *** to ******* *** *** type ******* *****. **** the ******** *** **** established ***** **** **.

********** ******** ** ** company:

******** ***** **** ****** -> ****** ** ******* -> **** ***** ********.

** * ******** ***** to ********** **** ******** then ***** ******* **** not ** ********.

** *** **** * good ***** ******, **** into ***** * **** phone *********. *** *** set *** **** ***** to ******* ** ****/** answer ** **** ****** during ******** *****, *** your **** *** **** transfer *** ****** ******** to *** ****** ** they **** ** ******** on ** ****** ** don't **** **** ** troubleshoot.

** ***'* **** * softphone ******, **. ******. Phones *** * **** pain *** **. * allow ******** ** *** the ****** **** ****** and * *** *** it. ** ** * bear ** ******, *** I ***'* **** ** listen ** *** ********** about ********* *** *******. It ** * *****.

* **** ** ***** calls (*** *-*****) ******** from ********* ***** *****, a *** ** *** times ** ***** ******* a ******* ****, *** simple ****** *********, ** issues. *** ****** ****'* really **** **, ********* they ****** ** ******* as **** ******* ******* as ********, *** * felt *** ****** ** charge **** *** $***.** just ******* **** ****** to **** ********* **, or **** ******* ** a ***** *** ** something. ********* ***** ***** calls ***** ** **** than ** *******.

*** **** ** **** to ******* ****** ******* onsite, * ****** ******** the ******** ** ***** into *** ******. **** way ** * *** unavailable, **** *** **** could ******, *** *** office ***** ** *****.

** ** ** *******, it ****** ** *** tech. **** ** ** helpful, *** *** ** a ******* ***** *** have *** ***** *** customer ******* **** ********* policies. *** *** ***** take **** ***** ****, or ****** **** ****** email, *** **** ****** start ****** ** **** time, ** ******** ****** issues **** ** ***** letting *** ******** **** they **** ** **** in ** *-**** **** the **** ****** ** book * ******.

**** ********* * *** that ********* ** ******** always **********, *** ***** things **** * ****** different. * ****'* ****** control ** ********, ** I ******'* **** **** things ** ** **** another ******. **** *** to **** ** ******. If **** ****** ****** me ******, *** *** some ***** **** * just **** ** **** sure *** ******* **.

* ***** *** **** should ** ******* ** answer * *** ***** questions, ** *** ******* or ******* *** **** within * **** *** the ******** **** ****.

********** ****** **** *** office ******* *** ******** immediately, ***'* **** ******** to **** ******* **** service **** ****, ***'* miss *** ** ****** money.

* ***** ******* **** mention ** ****, *** what ***** *** **** situation ******* *** ******** that *** **** ** currently ** **** ****? If * **** * tech ** ** **** and **** *** ****** time *** ** ** job, **** * ** getting ****** ***, ** answer ***** ********* ******** then * ** ** the ***** **** *** main ****** ****** ********* the ****** *** **** tech's ***** ****** *** am ****** ****** ***** it.

*'* **** * ****'* see **** ****** ***** now. *'** **** *** the ********, *** ** first ********** ** ************ ** ******* ** this **** *** *********** of *** ********....and * ***** **** ** * *******.

**** ** ***** ****** out *** ******** ** the ********-**** ************ ***** acknowledging **** **** ** counter ** **** ********* 'policies'.

***** ** *** **** that ** **** ********* to ** **** ** properly ******* ******* ** a ******, ** ***** short-sighted ** ** ** try *** **** ********* do **** *** **** them ** ** ******* it ***** **** *** easier -when **** *** ******* *** **** **** **** ** ** ******** ** * ***-********** ***.

*** *** **** ***** why ********* ** ****** until *** *** **** in *** **** *** it *****'* ****** * whit. ***, **** *********** ***** ** *********** how **** ********* ********** desire ** ** ********and ***** **** ******* ** ***** *** **.

**** *********** ***** ** *********** how **** ********* ********** desire ** ** ********and ***** **** ******* ** ***** *** **.

**** ** *** **** customers ********** ****** ** be ******** ** ***** for ******** ********?

'***** *** ******** ********' is ** *********** *********** based ******* ** ******** perception.

*** *** ** *** OP ** **** ********** customers **** ** **** his ***** ******** - which ** ******* ******, since **** ****** ** based ** *** ********* in ***** **** *** OP **** ** ** attempt ** ******** *************.

****** * ****** ** not *****.Instead ** ** * ****.

** ***** ** **** the ***** ****** ** on ********** ******** ********* ** **** **** customers *** ******* ***** ****** **** ****** to********* ********.

********, *** ** ****'* say ** *** ******* some ******. ** ****** multiple ******* **** *** customers ******* ******** *** causing ******.

"***** *** ******** ********" sounds **** ** ******** description **** *************, **********, and ************* *** ******** down ******* *** **** is *** ***** ** contact ******* ** ******* whose **** ************** ** to ********, ********, *** communicate. **** ******* *** service *** ******** ********, even ** **** **** good ******* **** *** call *** **** ******* they ****.

*'* *** ****** ***'* consider * ****** ** policy ** *********. ** all *****, ******** ********** always. ***** *** **** to ******** ***** ****** for ****, *** ******** techs ** **** ***** in *** ***** *** be ** ******, ***** I******* **** **** ******* had ********** **** ****** posting.

*** ** ** **********, it *****'* **** ** a ******** ******** *** the ****** ******** ***** have ** ************ ** the ***** ** ******** is **** **** ****** than ****** *******.

* ***** **** **** of **** *** *** saying.

**** ***** **** **** posted **** *** ******** side ****** **** ***** own ***** '*** ******' and ****** ** ** attempting ** ***** *** problem ** ********* ******* techs ** ********* ***** customers ** ****** *********.

******* ** *********** ********** customers ** ******* ** be ******* **** *** of ***** *** ******* zone, *** *** ***** that ****** ** ********* their *** ***** ** the ****?

* **** **** **** years ** *******... *** I **** ** *** help **** ****** '** it **** ** *** ticket, ** ****'* ******'. I *** **** *** OP ** ************.

***, **** *** ****** be ** *** *****. If *** ******** *****, document ** ** *** procedure. *** ***** ** is ********** ** *****.

****.... ** **** ***** aren't **** ** ***********, what *** *** ** as ********** ** '****' them ********?

*** * ***** ***? Record ** ***** **** to **?

** ** **** ***** and **** ** ********** at *** **** ** the ******** ****, **** I ***** **** **** success ** **** ******** doomed.

***** *** ** ** an **** *** ** ensure **** **** **** to ****** ** *** company *** ** ****** and ******** ** ******* management.

*** ******** ** ********** *** ********* *** **** ***** *** I ***** ***** ******** * ******** *** ********** ******. ** the ******* ** *** ******** *** * ***** ********, ** all *****; * ***** ****** *** *** **** * ********* it. * ***** ****** **** **** *** **** **** **** a **********.

***** ** * *** ** ***** ** *** ***** - That ***** **** ** ****** **** **** **** * ********* customer. * ***. *** *********** *** *** ******* ** **** a ***** ****** ****** **** *** ******* **** *******. *** customer *** *** **** ***** *** ** *** **** ******** you ****.

* ******** **, **** ** ** ** ****, ** ** a ******** *******. ****** *** ** ** *** ******** *********. Within *** ****, ** ***** ********* ****** ** ******* **** are ******** *** **** ********, ***** ** ***** *******.

** ******* ** **** ******** * ***** * * **** response **** **** * ** **** ********** ****. ** ** in ******* *** ** ***** ***********. ******** **** *******, ********* is **-****, ***********.

**** ****** ******** *'* ************ ***** **** ** **** **** the **** ********; **** **** * ******** ************. * *** that *** * ******* **. ** *** ********** *****. *** Customer * ****** *** ******** *** **** ** ******** * (1) ******* ** ********** *** ****** ******** ** **** ***** response ********. ** **** **** *** *******, *** ******** ** happy.

It *** ****** ** ** **** ******* ********. ****** ******* ** ****.

** **** ***** ***** **** ** ***** * ****** **** offers *** ******** ** ********* ********** *** ** **** ******** to ******. *** ** **** ********* ****** *** ** ****** that ******, ** ****** ** ****** **** **** *** *** the **** **********.

** *****, ***** ** * ***** **** ** ** **** says ** *** **** ** ** ** *****, ***'* ********. But * ***'* ** ****. ** ** ******* *********** *** practical. ** * **** ** ****** *** **** **** ** induce **** (*** ** ****) ** ****************. **** ** ****** *** ***** ** *** ****.

***** ******* *** *****, * **** ******* ** **** ** easier ** ******* ********. *** ********* ****** *** ** *****-**-****** system (****) ** **** ***** ********. *** ******** ********* ** email ** * "*******" ***** ******* *** * ****** ** automatically *********. **** **** *** ******* ******** ** *** "******". I **** ********* ** ** *** ********* **** **** **** of ******* "******** *******" ** *** *** ** *** *** all * *** **, ** ****** **, ** **** ** as **** ** ******** ** ** ******** **** **.

**** ** *** **********? **. *** ** **** ******** ** evolve. ******, ********!

* ***** **'* * problem **** *** ***** be ***% *****, *** you *** ** ** limit ** ******. ******* of ***...**% ** *********** not ******* ****** ** or **** ****, ***** through **** ******** **** Techs, *** ** ****** ticket ****** *** ******** you *** ***** **** down ** **%. ****** numbers, *********.

***'** ****** ***** ** have **** ******** **** just ***** ** **** to *** ****** **** are **** *********** ****, or *** ****** **** will *** *** **** answer ****. *** ***'** always ***** ** **** that *** ****** *** will ** *** ** their *** ** **** that ********. ** **** a *** *****? ** of ****** ***, *** everyone ** *****. **** person **** ***** ************ forget ** **** *** a ******, ** **** a *-****, ** **** a **** ** **** happened.

* **** *** * have ********* **** *********** #4, ****** * ** understand **** **/*** *** meant. ***** **'* **** because ** ** ***********, but **** *** *** integrators * ****** *** previously, ***** *** * very **** **** **** rate *** ***********. ** changing ****** ** **** better *** *** ******** that ******* ** ***** technicians ********, ******'* **** for ****** *** ******** or *** ******* ** the **** ***.

* ****** **** **** in **** *********, ** the ****** *** ******** likes ** **** *** deal ****, *** **** suddenly *'* ****. *** another *** ** * different *******. *'* *** allowed ** ******* *** customer *** *** "***, I'm *******, ******* **-***-** from *** **", *** my **** ***** ********* gets ******** ******* ***** I *****, ** ****** to * *** ********** who ***'* **** ******** about **** * ***** with.

* ******** ***** **** everything *** **** ******.

* ** *** *********** the ****** **** ********* calling ***** ******** *** (and **) *****.. *** at ***.

* ** **** ****** to ******** *** ******* from *** ******* ******* in...

**** ** ***********, ** background ** **** ******* just ***** ** **** the ******* ******** **** fixes *** ******* *** easiest *** ********... *** if *** ******* *** not ** *****, ****, then *** **** **** solution * *** **** to ******** *** *****.

**** (*** **) *** made ** ***** **** his ******* ******* ** customer ******* ** ******. But ** *** *** joint ****'* ****** - they****** **** * ******. So **** **** ** find * *** ** mitigate **** *******.

* ***** **** **** has ***** **** ** understands *** ***** ** the ****/******** ************, *** he ** ********** ** figure *** * *** to ***** *** ******** of *** ********* ******* the ***** ********.

** *** ** *** service ********, *** * maintain **** ******* ********* should ** ***** ****** customer ********** *** *** just ******* **********.

****** *** **** ****-******* sales ****** ** *** new *********... *** ******* part ** *** ******** equation ** ******** ******* those *********.

*** *** *** ***** to ****** **** *** how **** ******* *********? As ** **** **** a * *** ** to * *** *** op, * ******** **** everyone ********** ** *** support. ** **** **** pushing *** ******* ***** for * ****, *** it ******* ** ****** consistent. *** ** *** ConnectWise *** *********** *********** the ***** ** ****** option. ** *** **** trying ** *** ******* used ** ******** ** the ****** *****.

*** *** **** ****** out *** ***?

*** ****** ****** ******* emails ** ****** *******, but ** *** **** start * ****** ********, then ******** ************* *** email **** *** ******. This ***** **** * customer *******, *** ****** against *** ******.

*** *** **** ** also **** **** *** emailing *** "*******" **** email *** **** ** see ** ****** *************** start *** ***** ** our ***** ** **** email ******* :)

** * ***** ********** who ** ********* ****** by *********, * **** take *** ****, ********* if **’* ********* * can *** ******** ****** 3 ** * ******* max, ** *** *** i **** **** **** need * ******* ****, i *** **** ** contact *** ****** ******* to *** **** *** schedule ****. * **** them *** **** *** contact **** ** *** person ** ** * have *** ******* ***** i **** **** *** email ** *** ******* person **** *** ****** cc’d ** ** ********** the *********. ********* **** i **** * ******** they **** ** *** in *** ******** **** they **** **** *** the ******* ** ** so.

*** ****** **** ****** to **** *** ******, i **** ***** ****** their **** *** **** them **** * ** currently ******* ** ******* job *** **** ** they ******* *** ******, the ****** ***** ** able ** ****** ** schedule ** **** * can ****** **** ** their ******* *****. * think *** **** ***** to **** ** ***** How **** ** *** help.

******** *** * *******:

*. **** *** ******* and *** *** ******

*. **** **** **** know *** *** ****** they ****

******* ******* **** ** a **** ******** **** of **** ** ** "Service ***** *** ****"

****** ******** *** * take **** *** ** poor ******* **** ****.

******** *** * *******: (from ******** ***********)

*. **** *** *******

*. ******* **** ***** out ** ********* ** customer ** ***** ** previous **** ** **** service ****. *** **** are *** ** ****** and **** *******.

*. ****** **** ** dispatched ** ********* **** to ********* ** ***** is ***** ******* ** same ******** ** **** call. *** ** ** and ****** *** **** nothing.

*. ***** **** ** dispatched *** ** ********* site ** **** ** confirmed ***** ******** *** determine ** *** ***** fits ***** ****. *** it **** *** ****** and **** *******.

*. ****** **** ***** out *** ***** *******.

*. ******** **** * bill *** **** *** every **** *** ***** travel **** *** * hour ******* ****** **** and ***** ***.

*** ** *** ******** confused ** *** ******** reaction ** **** ************ and **** ** ********** why **** ***** *** go *********?

** **** ******** ***'** given, * ***'* **** what *** ****** *** that. ***** **** * company **** *****. *** techs **** *** ****** in **** *** ** only **** ***** **** orders, ** ******* ********** tells ****, *** ******* else. **** *** ** further *********. **** ***** says ******* ******* *** leave, **** ****'* **** I **** **.

** * ******* ***** you'd ***** * ******* would **** ** *** realize *** **** ***** could **** **** **** at *** ****, *** at *** **** ***** discount *** ***** ***** "1 **** *******" ********. Because ******* *** ** you **** **** ** site **** *** **** visits, ** ****** ***** have **** * ******* amount ** **** ****** had *** ***** *** just **** ** ***.

******* ******* **** *** problem *** **** **** scene, * ***'* *** for **** ** **** calling *** **** ******** would **** ****** *** problem. ***** ** ***** like *** ***** *** that ******* ******'* ** that ******. ****'* ****** tell *** ******** ** phone *** ******. * am ** ****** ****** a **** ********** ** this, *** ***** *** fact *** **** *** more **** ******* ** just ****** **** *** make **** * *** fits ******* ***** ******** further, ***** ** **** person ******** ***'* **** handing *** ***** ***** number ** ********* ******.

******* * ****** ******. Then, **** **** *** techs *** *** ****** system **** *********** **** customers. ******* ** * dollars * **** * month, ** **'** *** talking ******** ********** ****.

**** **** **** *** tech **** ** **** phone ***** ** ******** time. **** *** *********** customers ** ****** *** normal *******.

****: **** ** *********** get **** *** ******* with ****** ********** ********* because ** **** ** ticketing ****** **** *** tracking. "**** ****** ****** are *** ******* **" should *** ** * super-hard ******** ** ****** (are *** ********* ****-**????)

** *** ****. *** technicians **** * ******* to **** **** ***** mobile ****** **** **** do * **** ******* call, *** **** *** the ******** ***** **** to **** ***** **** mobile ******. ** **** call *** ****** *** tech *** ****** **** from, **** *** ******** calling **.

***** * ***** *** tech ****** **'* *** one **** *** ************ to **** ** **** clients, *** ** ******* to ***** *** ***** his *** ***. ***** your ********* ***** **'* the *** *** *** can ***** ***** ********, some ** **** ** with ***.

**** * **** (*** tight) ***** ** ***** techs.

"**** * **** (*** tight) ***** ** ***** techs."

I ******** ******** **** **** - primarily for the reasons you gave to validate your position.

** *** **** ** erect ******** ** **** customers **** ******* ***, then * ***** ******** that *** **** ** firm ************* ** *** to **** ** ** these ********* ** ***** with.

* ***** *** ** to **** ****** ****.

* *** ****** *** is ** **** ********* happy *** ********.

**** **** ********* ***** and ****** * ****** tech *** ***** *** his *** *******? ****, they ***** - ** they **** *** ****** and **** **/*** *** handle *** ** ***** service *****.

*** *** * '****' - **** ******** *** - ***** *** ******** the **** ******* ******* that ******* *********** ***** their *********? *****...

** **** **** ********* leave ***?

**** ********they ***'* - if they see the value of your ****** ******* ********* ***** account** **** *** **** whom **** ****** ** like **********.

***'* ******* ***** ******* in *********? *'* ******* about ****** ** **** easy *** ** ***** to ******* ******* **. And *'** **** ** happen **** *** **** again - *** ** is *** ** *** business *** *******.

"*** *'** **** ** happen **** *** **** again - *** ** is *** ** *** business *** *******."

*** - **** ** how **** ******* *********** start ***, *** ** have *** **** ** many *****.

** *** **** ****, it ** *** **** as ****** ** '****** a *** *********' **** your *** ***** ******* they **** ***.

* ***** *** **** you *** *** ******* your ***** **** ********* against *** ** *** future, *** ****** **** will ***** **** *** and *** **.

**** ***** ***** *** liability ****** ** **** call *** *********** ******** and * ***** ******. Ex: ** ***** *** just ****** **** *** all ** ********* *** missing, **** **** *** just **** ********* ** fix ** *******. ** lawyer **** ** ** touch !!

*. *** **** ** knowledge ** *** **** being ********* ***** ****'* a **** ****** ****** in ** *** ********.

*. **** **** ********* cover **** ******* ** them *** ******* ******** to *** **** ****** ?

*. ***** *** ***** isn't * **** ****** and *** *** ** knowledge **** *** **** was **** *****.

**** ***** *** ******* could **** * **** significant ****** ** **** business *** ********** **** because * ******** ****'* want ** **** *** office.

***'* *** **** *********** ***** ******* ** *** ******** *****, this **** ******* ********* ** ******* *** ****** *** *******!

* **** * ***** had * ******** **** at ***, **** ********* I ****** *** **** it **** ****'* ********* for *********** ** **** business *****.

* ***** **** **** the ******** ** ****** written **** ** * note ** *********. * chose ***** ********* ** give ** ****** **. Or *** **. ********* it *** *** ****** clients, ** *** **** with **** ******* *******, or *** ******* **** had ******** ********.

** **** **** ***** sometimes ** ****. *** technicians **** **** **** are ***** ********** ********* from ***** *** *** not ******* ** ******* wihout **********. ** **** trained **** ** ******** the ********* ** **** the ****** ** **** a ****** ******* *** scheduling ******** **** *****.