>
> Just after I was certified on the Panasonic KXTD series, one of the
> competitors offered me a job with them. One thing they told me in the
> interview is that when the install is happening, it should be done right,
to
> avoid any return visits.
Dawn, that's a very anti-customer attitude, and ultimately bad for business,
too.
Just because an installation is done "right," you can't assume there won't
be any return visits.
Holding a customer's hand is as important as holding a punchdown tool.
When we install a system, our contract usually specifies two or three return
visits for additional instruction, and programming changes.
It's naive to expect that all the employees (or family members) will be
present -- and will understand and remember -- all of the important aspects
of using a system, and will know how they want it programmed.
We know there will be questions and requests for changes, so we make the
customer know we will be back to help them several times at no additional
charge; yet we also set a limit to the "free" return trips to protect
ourselves.
Michael N. Marcus
AbleComm, Inc.
www.ablecomm.com etc.
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