satsuma01 Posted June 3, 2008 Author Share Posted June 3, 2008 We used to do the servicing including 24hr callout, customers took the biscuit by ringing at all hours asking stupid questions like "I worte a cheque yesterday for the service you did and haven't had my receipt yet" was one lady 2130hrs on a Saturday.... others were 2am"Tony, my light bulbs blown and it's taken out the fuse in the fuse box.... will that be anything to do with or affect the alarm, how do I fix my lights?" and it just kept going. Now the alarms get serviced, and the customer pays for the service and that's the lot. If they call at 2am and their alarm has been serviced and it goes off then I will go out there on a callout but they pay for it. If they haven't had it serviced and it goes off at 2am then I might go out depending on what I'm doing, and if I'm in the mood, otherwise I'll go when I'm not busy, my argument is if it was serviced then the chances are it might not have gone off, also if they don't want to pay to have it serviced and support my business and look after the system then one day my business may not have been around due to them, they can't have it both ways.New system get 12months and 24hr callout with saying. I offer a good service to all of my customers who are good and straight with me, those who bounce cheques, don't pay or take the biscuit paying I tend to give the same service and headaces that they've given me by the, I'll come when I can rather than I'll be there in 10mins. I like to think I'm fair to those who are fair with me, I don't charge everyone, just been and put a new door contact on today at my units landloards flat, took all of 5mins with a cig and didn't charge him a penny (The place was right across from my house) so fair is fair, I never know when I might need his help one day. some very good points that you have said, and if its ok with you i will take on board "If you carry your childhood with you, you never become old. Why rush to end life when happiness is in the blissfulness of childhood innocence.""We all die, the goal isn't to live forever, the goal is to create something that will." 07475071344 Link to comment Share on other sites More sharing options...
Alarm Protection Posted June 3, 2008 Share Posted June 3, 2008 I agree Stas but with engineer resest i have to go out but most now are done remotely. Had a call on saturday at 4am and the owner says "my son came in now and set the system of and now i cant reset it" Two words " Press reset".....oh that its ok now..............grrrrrrrrrrrrrrrr! Got the name and address and a bill will be sent to them as stated in their contract! ! Link to comment Share on other sites More sharing options...
Guest anguscanplay Posted June 3, 2008 Share Posted June 3, 2008 I am with you on this one. yeah but he`s not the one moaning about no recurring revenue is he? though he actually is actually offering the service just charging for it if the customer calls him out, call me short sighted but I`d rather get the same money if they do or they dont Link to comment Share on other sites More sharing options...
whistle Posted June 3, 2008 Share Posted June 3, 2008 We charge for a mintanance contract that includes a service visit and 24 hour call out cover with 4 hour responce. But we also charge for all callouts no matter what time of day it is. The RM covers the service and the 24 hor support only. If its the middle of the night and there not on contract 99% we are not turning out. Link to comment Share on other sites More sharing options...
alterEGO Posted June 3, 2008 Share Posted June 3, 2008 We charge for a mintanance contract that includes a service visit and 24 hour call out cover with 4 hour responce.But we also charge for all callouts no matter what time of day it is. The RM covers the service and the 24 hor support only. If its the middle of the night and there not on contract 99% we are not turning out. ours includes call outs, mon-fri 9-5, if it is down to the system and not caused by anything beyond our control.[eg. Contact goes showing open, they pay for the contact but not the call out] If its out of warranty but on contract they pay for any parts needed. Link to comment Share on other sites More sharing options...
Guest anguscanplay Posted June 3, 2008 Share Posted June 3, 2008 ours includes call outs, mon-fri 9-5, if it is down to the system and not caused by anything beyond our control.[eg. Contact goes showing open, they pay for the contact but not the call out] If its out of warranty but on contract they pay for any parts needed. so thats 3? of us who charge for the facility and wouldnt turn out if someone wasnt on the scheme - thats where you need to be looking at Satsuma. sell them the idea from the start rather than later when the phone rings scare your customer with stories of alarms ringing and users been unable to stop them I use stories from the forum for examples LOL (cause it does happen in real life) but explain how for a "nominal sum..." your on hand 24hrs a day to attend if needed its the guys like yourself who are actually stopping you from making money - . Link to comment Share on other sites More sharing options...
james.wilson Posted June 3, 2008 Share Posted June 3, 2008 er not sure i agree with the sentiments here You offer a service contract for one reason, so that when there is an issue the guy on contract is assured of service. The fact that people without service may have to wait till 9 am monday for an engineer to attend is the relevant point. Now while costs need to be covered etc you seem to be applying the wrong attitude IMO towards service contracts. The whole point is to ensure no problems occur in the first place and when they do they are swiftly sorted. Now the world of no contracts is different getting an engineer to your screaming system at 2 am saturday is gonne be pretty hard. I accept that signalling and response systems are differnet due to the enforcement of no confirmed false alarms but im assuming we are talking audible only in this public area securitywarehouse Security Supplies from Security Warehouse Trade Members please contact us for your TSI vetted trade discount. Link to comment Share on other sites More sharing options...
Guest anguscanplay Posted June 3, 2008 Share Posted June 3, 2008 ernot sure i agree with the sentiments here You offer a service contract for one reason, so that when there is an issue the guy on contract is assured of service. The fact that people without service may have to wait till 9 am monday for an engineer to attend is the relevant point. Now while costs need to be covered etc you seem to be applying the wrong attitude IMO towards service contracts. The whole point is to ensure no problems occur in the first place and when they do they are swiftly sorted. Now the world of no contracts is different getting an engineer to your screaming system at 2 am saturday is gonne be pretty hard. I accept that signalling and response systems are differnet due to the enforcement of no confirmed false alarms but im assuming we are talking audible only in this public area who ? thats what I`ve been saying, it reads that the O/P is only offering and or charging for half the deal, he needs to get his customers to understand that they need to pay for the services of an engineer EVEN IF THEY NEVER NEED HIM just like any other "insurance.." or break down cover would cost .... Link to comment Share on other sites More sharing options...
kjd2002 Posted June 4, 2008 Share Posted June 4, 2008 Ensure the customer that the servicing may reduce their home insurance. That may sway them. Link to comment Share on other sites More sharing options...
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