The difference in my service calls after I started doing a full walkthrough with the homeowner

About six months ago, I was getting a lot of callbacks for the same basic issues, like sensors not being armed or panic buttons not being tested. It was eating up my afternoons. My boss told me to start doing a final walkthrough with the homeowner before I left the job, and it changed everything. I used to just hand them the keypad and say 'good to go.' Now, I spend a solid 15 minutes walking room to room with them, showing them each sensor, having them arm and disarm the system, and making them press the panic button while I'm still there. In the last three months, my callback rate has dropped by at least 60%. The before was me assuming they knew, the after is me making sure they know. What's one thing you do to cut down on those 'how do I' service calls?

3 comments

3 Comments

casey_fox6825d ago

Honestly that "before was me assuming they knew" part hits hard. Tbh I used to get so many calls about the garage door remote because I'd just leave it on the counter. Now I make them open and close it twice while I watch.

derek_nelson7925d ago

But come on, is watching someone use a garage door opener twice really necessary? Feels like overkill for something that just needs batteries. Most people can figure out a button.

claire_hayes355d ago

Trust me, it saves you a phone call later.