Worst DIY Installs Ever Part 7
10 Must-Have Products for Your Next Install
6 Amazing High-End Home Theaters
8 Awesome Turntables for Spinning Vinyl
Print
Email
Comments (0)
Share
Are You Prepared For Every Service Call?
If a display loses its calibration, or other hardware loses its settings, are you prepared?
After-install warranty coverage is a big factor in client satisfaction. Their peace of mind comes from knowing that they'll be looked after even after you've cashed the final holdback check.
Let's face it: long-term satisfaction is what turns customers into clients and drives repeat and referral business.
Warranties come in many shapes and sizes, of course. It's not unusual for there to be warranties on the hardware that you install, as well as on the workmanship of the job itself.
Additionally, central to any custom install job is the various skilled labor items that are part and parcel of a great install, such as audio and video calibration.
So, we want to know: What do you typically do for your clients when a hardware warranty situation cancels out skilled work that you did for them?
Let me give you an example that just happened to me. When I remodeled my media room, I got my video system calibrated.
Aside from the fact that I'd be a hypocrite if I didn't do it in my own system after counseling so many other people to do it, I fully admit to being a videophile, and the performance gain from calibration doesn't go unnoticed by me. Money well spent, in my opinion.
Two weeks ago, my scaler died. There was no apparent reason, nor any advance warning, it just bricked. The good news is that the vendor replaced it for me.
The bad news is that my old scaler's calibrated settings are a distant memory.
In my case, it's not a big deal, because I can take care of it. But what if it was one of your clients? What are you willing to do if your expert touch has gone "poof" through no fault of your own?
Do you have a policy and process in place to address this scenario?
Ironically, it wasn't long ago that I wondered "Gee, what if a three day power failure wipes out my TV's calibration settings? What then?" However, like many disaster scenarios, instead of making a plan, I shoved the thought aside and thought warm, happy, fluffy thoughts instead.
In hindsight, it seems like a great idea to record your client's calibration settings for all their relevant hardware somewhere in their client file. That way, a full calibration session can be boiled down into five to ten minutes of rote work.
We want to know: has this happened to you?
What's a reasonable standard of care for your clients in such a situation? Do you keep backup records of audio and video settings?
Let us and your industry peers know what you think in the comments below.
Lee Distad is a freelance CEDIA Certified Professional Designer who offers design and process consultation to firms in the Custom Installation industry, as well as copy writing and other professional writing services. Lee’s business and industry blog can be read at http://www.leedistad.com
Let's face it: long-term satisfaction is what turns customers into clients and drives repeat and referral business.
Warranties come in many shapes and sizes, of course. It's not unusual for there to be warranties on the hardware that you install, as well as on the workmanship of the job itself.
Additionally, central to any custom install job is the various skilled labor items that are part and parcel of a great install, such as audio and video calibration.
So, we want to know: What do you typically do for your clients when a hardware warranty situation cancels out skilled work that you did for them?
Let me give you an example that just happened to me. When I remodeled my media room, I got my video system calibrated.
Aside from the fact that I'd be a hypocrite if I didn't do it in my own system after counseling so many other people to do it, I fully admit to being a videophile, and the performance gain from calibration doesn't go unnoticed by me. Money well spent, in my opinion.
Two weeks ago, my scaler died. There was no apparent reason, nor any advance warning, it just bricked. The good news is that the vendor replaced it for me.
The bad news is that my old scaler's calibrated settings are a distant memory.
In my case, it's not a big deal, because I can take care of it. But what if it was one of your clients? What are you willing to do if your expert touch has gone "poof" through no fault of your own?
Do you have a policy and process in place to address this scenario?
Ironically, it wasn't long ago that I wondered "Gee, what if a three day power failure wipes out my TV's calibration settings? What then?" However, like many disaster scenarios, instead of making a plan, I shoved the thought aside and thought warm, happy, fluffy thoughts instead.
In hindsight, it seems like a great idea to record your client's calibration settings for all their relevant hardware somewhere in their client file. That way, a full calibration session can be boiled down into five to ten minutes of rote work.
We want to know: has this happened to you?
What's a reasonable standard of care for your clients in such a situation? Do you keep backup records of audio and video settings?
Let us and your industry peers know what you think in the comments below.
Lee Distad is a freelance CEDIA Certified Professional Designer who offers design and process consultation to firms in the Custom Installation industry, as well as copy writing and other professional writing services. Lee’s business and industry blog can be read at http://www.leedistad.com
Post a comment