I am in the business of installing tvs, stereos, computers, and almost any other electronics. Back some time ago I did a tv installation for a customer. When I go out to a customers home I do everything possible to make sure that the customer is happy with their installation before leaving. In doing a tv installation I have a lot of things to do to make sure the installation is flawless.
I got a call about a week after doing the installation from the company that I get some of my work from. They advised me that I needed to go out and warranty my installation. I was told that the customer was claiming that their tv was not level. Knowing that my job was done absolutelly perfect I scheduled a return trip to check the installation, and get photos.
After arriving at the home I found nothing wrong with the installation. The tv was still straight as can be. I called into the company and reported my findings. About a week later I was advised that once again the customer was still complaining that their tv was not level, and they wanted another tech to come out and review the job. I called in and asked if my pictures weren’t clear enough to show that the tv was level. I was told that they needed to check it out. I further noted to the company that any person that saw the photo could tell that the tv was level. Another tech went out and cleared the job as level.
After a month of the job in escalation I called in and found out that the customer was disputing the matter, and they had to listen to the customer to avoid any further issues. If I only had a little more money to spend on equipment I may go out and get something like a pls-4 level. That is a piece of machinery that almost no one could question.
Being a computer technician I am continually trying to bring customers up to date with technology. I am gradually getting customers to “Go Green.” Along with the “Go Green” endeavor I am also trying to show customers ways that they can save money in their business.
I have one client that has 3 offices throughout the state. He was spending a fortune on his phone bill. This had a lot to do with having dedicated lines for the offices to communicate with each other. I showed him how they can use internet video conferencing to reduce phone bills, and increase productivity. He gave it a try, but never took the time to implement it fully.
In my business I am using a tablet now to reduce paperwork. I am starting to experiment with digital signatures. Now all I have to do is convince my contracts to fully push the digital technology to its fullest.
Being a home theater installer I run into all different kinds of customers. On a few occasions I get the privilege of running into a customer that believes he knows everything. What we end up finding out is that they know absolutely nothing. They tell me that they read the box, and it stated that it did what they wanted so it should work perfectly.
I have installed almost every manufacturers equipment at this point in the game for me. The more difficult ones to install are usually the Denon systems. I usually recommend things that I find are cost effective, and also good performers.
After I am done with installations, and I have things working as best as I can I have had a customer, or two tell me that it isn’t right. Well, at that point I usually just call into our tech line and have a supervisor explain that what we have done is it. Those customers are usually the ones that complain the most, and still know the least.