Kirk Mackay of The Red Group in Salt Lake City had an opportunity to partner with a builder on a spec home in Park City, UT. The Colony development features multi-million dollar custom homes with unique features and sometimes unusual layouts.
As part of his partnership with the builder, Kirk pre-wired the home and established audio, network, security, thermostats, home automation and lighting systems within the home. Two years later, when a client was ready to purchase the home, the builder recommended The Red Group to come in to meet with the client. In consultation with the client, Kirk was able to address the clients’ preferences for lighting controls, motorized shades, video controls, front door and other cameras, televisions and surround sound systems. Since Kirk initiated this as an Elan control system with the builder, he was able to customize the client’s experience during the client consultation phase.
Kirk explained to the client the benefit of the DISH concierge program and the ability to be authorized to manage the relationship with DISH on behalf of the client, which addressed their need for someone else to handle the installation and not interrupt their schedule for an installation appointment. The job entailed installing a dish reflector, a rack-mount of one Hopper 3 and 2 Joeys, and a wireless Joey in a room where furniture placement made wiring to the television difficult. The wireless Joey ended up solving a problem he didn’t initially encounter in the consultation.
Kirk stated that by setting expectations of the level of service with the client, they would benefit from a superior experience and not have to manage the video provider relationship. This understanding led the clients to authorize the Red Group to negotiate on their behalf with DISH.
Kirk’s assessment of the client’s satisfaction with the job? “No news is good news. This was a seamless job aided by a high quality technician and a speedy concierge team that assisted the Red Group to deliver upon its service promise.” The site survey by the technician paid off due to some tall trees he didn’t initially take into consideration, and the tech helped him to better approach the job. The fact that the tech understood the caliber of the client and executed appropriately, and the higher level of knowledge that tech brought to the job over a “cookie cutter” technician, reassured Kirk of delivering the high level of service his client expected.
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